No. Quality Metric Definition Formula

Department: Production

1 Rejection Units not according to the standardsNo. of unit rejected___

Total no. of unit manufactured

2Repairing

percentagePercentage of unit repaired out of defective units

Unit repair x100Total defective units

3Return per

Labour HourHow many units produced in each labour hour

Total Units produced (p/m)Total labour hours (p/m)

4 %Germination How many seed germinated out of hundred seedsNo. of seeds germinated x100

Total seeds sowed

5 %Purity Pure seeds among the lot of hundred seedsNot seed or other seed x100

Total no. of seeds

Department: Purchases

1 Order Turnover A Order place in how many number of daysNo. of ordersNo. of days

2 Supplier Quality Expectance from supplier and what his performanceDefective units___

Total units supplied

3 Reorder Incomplete orders rateIncomplete ordersTotal No. of orders

4 Timely Order Before production department ask the material0<Required by production (days)-

Supplied (days)

5Purchase return

rateGoods/ material return to supplier because of not

according to specification, defective or poor quality.

Purchase return (units) x100Purchases

Department: Security

1 Detectors Security detectors like as metal detectorsNo. of detectors fitted

No. of main entries

2 Wrong entry rateEmployees or relevant person’s identification mark

like cards checked at the entry point; without having a right identification mark person entry.

Wrong persons enterTotal entry

3 Efficiency rate Security efficiency rate; e.g. Theft____No. of cases caught____Total no of cases occurred

4Security Collapse

rate Failure of security

No. of Security failure No. of incidents occurred

5Sensory system Accuracy rate

Over Heat Alarm, emergency alarm and other sensitive systems proved on time

No. of time system work properlyNo. of random trial of system

Department: I.T

1Networking Error

(per day/per month)

Error or improper working of network or in the connection among the Computers and other devices

Network breakups (per day/ per month)

2Avg. Networking

break downsHow much network fails to work in 24 hours

Network breakdown(hours)24

3Expert system

failure rate

Automatic detection or sensory system missing some times; How many defective bottles cleared by the

automatic scanner in a day

No of defective bottles leavedTotal no of defective bottles

4 Cyber crimes rate Theft and fraud through the networksNo. of crimes in a year

12

5Unauthorized

Access rateAccess of irrelevant persons to databases or other

protected networksNo. of Unauthorized accessTotal authorized members

Department: HRM

1Head Count Gap

analysisHow many persons are required to perform a job and

what are actually done a jobOver/Under H.C =No. of persons

required - No. of persons doing job

2 Overtime Rate Extra time given by employeesOvertime hours (p/m)___Total Labour hours (p/m)

3Internal hiring

rateHow many employees hired at key position internally

Internally hired sale officersTotal sales officer hired

4 JD’s Accuracy ratePeoples are working according to the detail mentioned

in their responsibility documentsNo. of persons according to JD’s

Total employees have JD’s

5Training Program

Effectiveness Training Evaluation after the training to know how

training program effectiveTrainees performance before T.PTrainees performance after T.P

Department: Marketing

1 User goodwillGoods with minimum quality should be according to

the expectation of customerQuality delivered>Quality expected

2 P.L success ratePromotion Letters (P.L) sent to targeted customers, rate shows the result how many letters create how

many customers

Sales to New customersSales P.L to targeted customers

3Samples return

rateNew product samples delivered to introduce it.

No of Customers orderedNo. of samples delivered

4Price Elasticity of

Demand% of Change in demand due to % change in price of

good/thing%change in demand

% change in price

5 Market Share (%) Percentage of your product share in marketNo. of your Customers

Total Customers in Market

Department: Lab

1 Testing rate Process of checkingNo. of lots checked

Total No. of Lots

2 Performance rate Testing process reliability No. of defective unitsNo. of lots Checked

3Measurement

errorDeficiency of checking system

No. of Defective units passedTotal defective units

4Inspector

checking rateHow many test performed by each inspector

No. of test performed_No. of inspectors of Lab

5Deficiency in standard rate

Organization’s standard below the customers standard Units according to standards

Complaint by customers of low standard

Hospital

1 Mortality rate Mortality rate is a measure of the number of deaths (in general, or due to a specific cause)

Deaths (General/Specific cause)Population (General/Specific cause)

2 Morbidity rateTo refer to the existence of any form of disease. The term

may be used to refers the degree that the health condition affects the patient

No. of affected patient by specific diseaseTotal Patients at risk

3Standardized

Incidence Ratio (SIR)

Incidence is a measure of the risk of the number of new cases during some time period

Observed casesExpected cases

4Patient

Satisfaction rate Average Rating by the patients on satisfaction rating scale ∑(Ratings)

Total patients rated

5 Complication Rate Complication of surgery is unwanted consequence of procedures.

No. of complicationsNo. of surgeries

University/ College

1 Effectiveness rateHow many graduate employed after completion of

degree in a yearNo. of graduate employed in 201x

No. of graduate pass in 201x

2Test system

reliability

College test system reliability depends upon, student pass internally test and how many pass final external

exam out of them

No. of student pass (Internal+Final) exam Avg. No. of student pass internal test

3Performance % in

MarketComparison of Results with competitors

No. of graduate pass(201x) x100Total graduate pass(201x)

4% of Avg. result

in MarketComparison of Avg. result with competitors Avg, Result

Avg. result of Market

Avg. result of college = ∑ stud. Pass

∑ stud. Appeared Avg result of all colleges

= ∑student pass ∑ student appeared

5Student teacher

AverageOne teacher for how many students

No. of students No. of teachers

Masjid

1 Effectiveness rateHow many muslims do prayer according to

availablespace No. of Namazi

Space for namazi

2Pray timing

accuracyDeviation from standard time

(smaller the Standard Deviation greater the accuracy)

3Average of

NamaziNamazi do prayer daily except Namaz e Juma

Sum of Namazi daily5

4 % Speaker failure Speaker fails or voice problem during the prayerNo. of failure (p/m)

5x30

5% of Namazi in

TownHow many namazi of town perfom prayer at the

MasjidAvg. namazi of the masjid (p/m)

Avg. namazi at all the mosque(p/m)Notes:

*(p/m) = per month P.L = Promotion letters JD’s = Job Description T.P = Training Program

Total Quality Management

Assignment: Quality Metric

Submitted To: Dr. Kamran Moosa Submitted By: Muhammad waseem

Principal PIQC Ms-HRM

e-mail: waseem_rafiq83@yahoo.com

Remarks:

_____________________________________________

_____________________________________________

_____________________________________________

_____________________________________________

Signature