Corporate-level objectives on <____>
Strategic objectives of the company:
1. Maintaining a stable position in the market.
Objective details:
Corporate level quality objective
Measured indicator
Target value and responsible
Increase customer loyalty
Increase of consulting orders
First quarter - 2%; Second quarter - 3%; Third quarter - 5%; Fourth quarter - 5%; year - 5%. The executive director is responsible for achieving the objective.
The share of new customers in the total volume of work (in %)
First quarter - 10%; Second quarter - 10%; Third quarter - 10%; Fourth quarter - 10%; year - 10%. The marketing director is responsible for achieving the objective.
2. Strengthening the image of a reliable and qualified contractor.
Objective details:
Corporate level quality objective
Measured indicator
Target value and responsible
Reduce customer complaints about the work performed
Percentage of total expenses for the elimination of claims in relation to the total budget (in %)
First quarter - 2%; Second quarter - 2%; Third quarter - 2%; Fourth quarter - 2%; year - 2%. The executive director is responsible for achieving the objective.
Reduce own project execution costs
Percentage of cost reduction from the previous year
First quarter - 2%; Second quarter - 2%; Third quarter - 2%; Fourth quarter - 2%; year - 2%. The executive director is responsible for achieving the goal.
3. Increase of managerial profit.
Objective details:
Corporate level quality objective
Measured indicator
Target value and responsible
Exclude the involvement of unreliable partners
Partner training and development costs (as % of total project budget)
First quarter - 3%; Second quarter - 3%; Third quarter - 3%; Fourth quarter - 3%; year - 4%. The CEO is responsible for achieving the objective.
Reduce the amount of risk uncovered by insurance obligations
The amount of own financial resources reserved for the elimination of claims (in % of the total budget of projects)
First quarter - 10%; Second quarter - 10%; Third quarter - 10%; Fourth quarter - 10%; year - 5%. The CEO is responsible for achieving the goal.
Quality objectives for products/services on <____>
Product/service: Implementation of a quality system.
A related corporate-level quality objective: Increase customer loyalty.
Measured indicator
Target value of indicator
Measurement period and responsible
The share of projects completed in accordance with the planned indicators (in %)
1 time in 6 months. Responsible - Head of the Consulting department.
Percentage of successfully completed projects
1 time in 6 months. Responsible - Head of the Consulting department.
A related corporate-level quality objective: Involve new customers.
Measured indicator
Target value of indicator
Measurement period and responsible
Number of projects with new customers
1 time in 3 months. Responsible - Head of Marketing department.
A related corporate-level quality objective: Reduce customer complaints about the work performed.
Measured indicator
Target value of indicator
Measurement period and responsible
Number of officially issued claims
No more than 1 per 10 projects
1 time in 6 months. Responsible - project manager.
The cost of work to eliminate officially issued claims (in % of the project budget)
At the end of each project. Responsible - project manager.
A related corporate-level quality objective: Reduce own project execution costs.
Measured indicator
Target value of indicator
Measurement period and responsible
The volume of additional (non-claim) works on the project (in % of the project budget)
Monthly. Responsible - project manager.
Deadline for approval of reporting documents
No more than 2 working days
At the end of each project. Responsible - Executive Director.
A related corporate-level quality objective: Exclude the involvement of unreliable partners.
Measured indicator
Target value of indicator
Measurement period and responsible
Number of certified specialists
At the beginning of each project. Responsible - Executive Director.
A related corporate-level quality objective: Reduce the amount of risk uncovered by insurance obligations.
Measured indicator
Target value of indicator
Measurement period and responsible
The share of insured projects (in % of the total number of executed projects)
1 time per year. Responsible - Marketing Director
Quality objectives for processes on <_____>
Process: Sale of company services.
The purpose of the process: To improve the quality of the composition of proposals.
Measured indicator
Target value of indicator
Measurement period and responsible
The quality level of the study of proposals (by the number of returns for revision)
No more than 1 time for each proposal
1 time in 3 months. Responsible - Marketing Director.
The purpose of the process: To increase the number of contracts received.
Measured indicator
Target value of indicator
Measurement period and responsible
Percentage of contracts received from the number of proposals submitted
1 time in 3 months. Responsible - Marketing Director.
Process: Project execution.
The purpose of the process: To execute projects on time.
Measured indicator
Target value of indicator
Measurement period and responsible
Deviation from the established deadlines for the execution of the project
1 time in 6 months. Responsible - Executive Director.
The purpose of the process: To execute projects with a fixed budget.
Measured indicator
Target value of indicator
Measurement period and responsible
Deviation from the planned project budget
1 time in 6 months. Responsible - Executive Director.
The purpose of the process: To execute projects without claims from the customer.
Measured indicator
Target value of indicator
Measurement period and responsible
The cost of correcting reasonable claims (in % of the project budget)
1 time in 6 months. Responsible - Executive Director.
Quality objectives by departments on <_____>
Department/Employee: Top management.
Measured indicator
Target value of indicator
Measurement period and responsible
Deadline for approval of reporting documents
No more than 2 working days
Monthly. Responsible - Executive Director.
Number of certified specialists
At the beginning of each project. Responsible - Executive Director.
Deviation from the established deadlines for the execution of the project
1 time in 6 months. Responsible - Executive Director
Deviation from the planned project budget
1 time in 6 months. Responsible - Executive Director.
The cost of correcting reasonable claims (in % of the project budget)
1 time in 6 months. Responsible - Executive Director.
The share of insured projects (in % of the total number of executed projects)
1 time per year. Responsible - Marketing Director.
The quality level of the study of proposals (by the number of returns for revision)
No more than 1 time for each proposal
1 time in 3 months. Responsible - Marketing Director.
Percentage of contracts received from the number of proposals submitted
1 time in 3 months. Responsible - Marketing Director.
Department/Employee: Marketing department.
Measured indicator
Target value of indicator
Measurement period and responsible
Number of projects with new customers
1 time in 3 months. Responsible - Head of Marketing department.
Department/Employee: Consulting department.
Measured indicator
Target value of indicator
Measurement period and responsible
The share of projects completed in accordance with the planned indicators (in %)
1 time in 6 months. Responsible - Head of the Consulting department.
Percentage of successfully completed projects
1 time in 6 months. Responsible - Head of the Consulting department.
Number of officially issued claims
No more than 1 per 10 projects
1 time in 6 months. Responsible - project manager.
The cost of work to eliminate officially issued claims (in % of the project budget)
At the end of each project. Responsible - project manager.
The volume of additional (non-claim) works on the project (in % of the project budget)
Monthly. Responsible - project manager.
General manager
/____________/ Lumuel Gulliver
