Category Archives: Quality Matters

Do you know your Risk Priority Numbers (RPN) for your processes?

In the ISO 9001:2013 (Committee Draft) the word risk appears 30 times, which appears to follow the revisions to the AS9100C Standard for Aerospace Quality Management.

In recent years we have published Excel workbooks with the type of risk assessments used Failure Mode Effects Analysis (FMEA), whereas the Risk Priority Number (RPN) of the impact is calculated by multiplying the Probability times the Severity times the Detection or [RPN = (P * S * D)]. These Excel tools along with recent additions to QMSCAPA, our quality management software, provide a complete tool kit for compiling the data of various aspects of risk from processes and assessing their impacts.

ISO 9001:213 indicates a requirement to determine the risks to conformity of goods and services and customer satisfaction if unintended outputs. And in Clause 4.4.2 Process Approach: Top management shall demonstrate leadership and commitment with respect to customer focus by ensuring that the risks which can affect conformity of goods and services and customer satisfaction are identified and addressed;

In Clause 6 Planning, 6.1 Actions to address risks and opportunities;
When planning for the quality management system, the organization shall consider the issues referred to in paragraph 4.2 and the requirements referred to in 4.2 and determine the risks and opportunities that need to be addressed to
a) assure the quality management system can achieve …
b) assure that the organization can consistently achieve conformity of goods and services and customer satisfaction,
c) prevent, or reduce, undesired effects, and
d) achieve continual improvement.


Free Corrective Action Software

Here’s a great way to improve your product / service quality and its free! Click here to join our user-group and download QMSCAPA.


The organization shall plan:
a) actions to address these risks and opportunities, and b) how to integrate and implement the actions into its quality management system processes (see 4.4), and 2) evaluate the effectiveness of these actions.

Notes include, Any actions taken to address risks and opportunities shall be proportionate to the potential effects on conformity of goods and services and customer satisfaction. The organization shall undertake change in a planned and systematic manner, identifying risks and opportunities and reviewing the potential consequences of change.

In Clause 8.3 for Operational planning process …

In preparing for the realization of goods and services, the organization shall implement a process to determine the following, as appropriate,

a) requirements for the goods and services taking into consideration relevant quality objectives; b) actions to identify and address risks related to achieving conformity of goods and services to requirements;

… the risks identified and the potential impacts, …

e) the determined risks and opportunities associated with the development activities with respect to the nature of the goods and services to be developed and potential consequences of failure, …

3) the potential impact on the organization’s ability to consistently meet customer requirements and enhance customer satisfaction.

Also Clause 8.6.5 Post delivery activities …

Where applicable, the organization shall determine and meet requirements for post delivery activities associated with the nature and intended lifetime of the goods and services. The extent of post delivery activities that are required shall take account of

a) the risks associated with the goods and services …

In Clause 9.1.1 General

The organization shall determine take into consideration the determined risks and opportunities and shall:

a) determine what needs to be monitored and measured in order to:

The organization shall: a) plan, establish, implement and maintain an audit program(s), including the frequency, methods, responsibilities, planning … shall take into consideration the quality objectives, the importance of the processes concerned, the related risks, and the results of previous audits;

Evaluating and Scoring Suppliers

I have developed a prototype quality management Excel spreadsheet tool for evaluating, scoring and approving suppliers.

Be sure to join our Quality Managers User Group to download the Excel workbook and the workinstructions, which are described below.

Click here to Join our User Group or Download our resources.

Jack T. Bogle, Managing Partner

Supplier Evaluation & Scoring Calculator Log.xlsx

The following table describes the features in the Supplier Evaluation Excel Workbook, which is shown above.

  1. The Active Suppliers field is automatically tallied when a 1 or 0 is entered into Column A.
  2. A supplier can be marked active or inactive by entering a 1 or 0 into Column A.
  3. The Minimum Score Required to be APPROVED field is user-defined and intended to mean the minimum scored needed to indicate an approved supplier.
  4. The Over-all Experience with a supplier is an average score of all suppliers.
  5. Enter up to 100 suppliers for evaluation.
  6. Enter the date of the last evaluation and the next evaluation date is automatically generated.
  7. If the (H) Supplier Score in less than the (C) Minimum Score Required to be APPROVED, then the (G) Approval Status automatically becomes ‘Not-approved’, else the Status becomes ‘Approved’. The ‘Provisional’ column to the right of the Approval Status column is meant to be used for indicating that a supplier ‘Not-approved’ may be used as needed.
  8. The average individual Supplier Score.

Supplier Evaluation & Scoring Calculator Log.xlsx

(not within the print area)

The image below shows the Excel columns not intended for printing.

  1. The Supplier Evaluation Criteria should be entered into row 1, columns G1 through Q1.
  2. The over-all average score and the average score for each supplier is displayed on row 2, columns G1 through Q1.
  3. Section (C) shows the individual scores for each supplier.
  4. Section (D) shows the individual criteria score for each supplier.

A Supplier Evaluation form is located in the Excel Workbook, Supplier Form tab/worksheet.


Supplier Name




Evaluation Completed by:


Complete the survey below to provide an evaluation of the supplier. Using a scale of 1 through 10; a 1 would indicate that you are very dissatisfied with the supplier, a 5 would indicate indifference and a 10 would indicate that you are very satisfied.

# Component Rating Key: 1 = Very Dissatisfied – 5 = Neutral – 10 = Very Satisfied Rating

Rate your experience with the supplier’s Sales personnel. Were the personnel prompt, professional, and courteous?


Rate your experience with the receipt of orders. Are orders correct as ordered?

Rate your experience with on-time delivery. Did you receive the product on-time as expected?

Rate your impression of the quality of the product ordered.

Rate your impression of the value received for the product ordered.

Rate your experience with the packaging and intact delivery condition.

Results of Supplier Quality Survey.

Rate the experience with the supplier’s Customer Services. Were the personnel prompt, professional, and courteous?

Rate your experience with the product realization compared to product specification.


Rate your over-all experience with doing business with the supplier. Would you recommend this supplier to others for the products and experience that you have received?


Status:  √ Approved  √ Provisional  √ Not-Approved

I certify that the above described supplier has been actively supplying products and/or services for at least 6 months, and their quality performance has been satisfactory. This certification is based on my personal knowledge of the supplier’s performance as reflected in the above over-all rating. Approved by:
Job Title:
Approval Date


On-time Delivery Calculator

On-time delivery is an important metric, which must be included in a Quality Management System to be effective. Measuring and monitoring on-time delivery is an important quality metric of all ISO 9001:2008 base Quality Management Systems, and required for AS9100, TL9000 and TS16949.

I have created a simple EXCEL sheet for measuring and monitoring on-time delivery.

In this simple example workbook the first worksheet is setup to be the Dash Board, which shows the key elements needed to derive the On-Time Delivery % from each annual shipping log (i.e. 2012 Log worksheet table that appears at the bottom of the workbook.

The worksheet protection password is ‘abci.’

Dash Board characteristics

  • Row 1 contains the metrics and the column labels. Updating this row will also update the column labels on each annual log.
  • Row 3 is a summary average of all years.
  • Column B shows the total active shipments.
  • Column N is the cumulative number of late days.
  • Column O shows the number of late shipments.
  • Column P shows the On-Time Delivery %.

Annual / Year Log characteristics

  • The metrics on Row 1 are derived from the Dash Board.
  • Row 3 contains protect cells for the total shipment count (A3), # late days (M3), Late Shipments (N3) and On-Time % (O3).
  • Column A must have a 1 to activate the record and count the total orders.
  • Column B is the person that sold or negotiated the ship by date, which should be determined based upon your customers ‘need by date.’
  • Column C is the ‘Ship by Date’ that is compared to the ‘Shipped Date’ in Column L.
  • Column D customer name or customer reference number.
  • Column E is the order #.
  • Column G is used as a divider between Sales & Shipping.
  • Column H is for Id for the packer.
  • Column I is the Packing Date.
  • Column J is the Invoice #.
  • Column K is the Shipped By or person shipping.
  • Column L is the Carrier Id.
  • Column M is the ‘Shipped Date’. If the Ship By Date is equal to the Shipped Date, then your shipment to your customer should be theoretically ‘on-time’.
  • Column M counts the number of late days.
  • Column N counts the number of late shipped orders.
  • Column O, Row 3 displays the ‘On-Time %’.

We hope you enjoy our Quality On-time Delivery Calculator. If you have an improvement, please share your version with us.

Thank you,

Jack Bogle, President
Access Business Communications, Inc.
International Management Systems
16835-236 Algonquin Street
Huntington Beach, CA 92649
(800) 644-2056
Click here to join our Quality Managers Group and download our resources.



Quality Metrics Calculator

Measuring and monitoring quality and production is an important part of continual improvement.

To aid new QMS implementations I have developed a simple quality metrics calculator (QMC) (EXCEL Workbook), which provides data entry for 6 different product groups and/locations. The Metrics may be user defined. The QMC contains a dash board, which is designed to show all 6 groups summarized with year-to-date totals and percentages.

Instructions for users:

Read the directions all the way through to the end where the Zip file can be downloaded.

1) Unprotect each worksheet (see the Excel Review Tab).

2) The unprotect password = ‘abci’ (without the single quotes) for all worksheets.

3) We recommend that you leave the ‘Quality Dashboard’ protected unless you are adding a new Product Log.

4) The Product Worksheets are protected with exceptions of the data entry cells.

5) Each Product Worksheet is setup for 365 data entries or daily entries. However, you do not need to enter data every day.

6) Each Product Worksheet keeps a running total balance, which is summarized on the Quality Dash Board.

7) The Dash Board records grand totals for the year.

8) The Metric Headings may be edited or changed for all products by editing row 6 on the Dash Board.

The current version is FREE, click here to join our Quality Managers Group and download our resources.

We hope you enjoy our Quality Calculator. If you have an improvement, please share your version with us.

Thank you,

Jack T. Bogle, President
Access Business Communications, Inc.
International Management Systems
16835-236 Algonquin Street
Huntington Beach, CA 92649 USA

(800) 644-2056

Additional Resources

Click here to join our Quality Managers Group and download our resources.



How do you measure customer satisfaction & quality?

I have created a Windows software application, which I have named QMSCAPA, for internal auditing, corrective action requests, preventive action requests and other quality management system elements.

My objectives are to provide a low cost ISO software tool that is very robust, multi-user, easy to use and very easy to adapt for many types of businesses.

From a software point of view, I have learned that measuring quality and customer satisfaction can be infinite. How many times have you heard, “an X bar R chart can be used to measure anything”?

Of course, well written customer surveys can be an effective tool for collecting customer satisfaction feed-back and the summary of data can be very straight forward. Therefore, I have designed the QMSCAPA Customer Survey module to include:

  • A database for client or customer data;
  • A methodology to print or email surveys to individual client or customers’;
  • User customizable survey forms;
  • One to a hundred survey questions that can be user defined;
  • Survey answers may scored on a scale of 1 to 10, or 1 to 100;
  • A data collection and input program to record survey results;
  • A variety of survey reports for results.

How do you survey and collect customer satisfaction information?

My next challenge is to incorporate a generic tool to identify quality metrics for many types of measurements, products and services, like:

  • Quantity of achievements vs. quantity of failures;
  • Due dates vs. actual dates;
  • Variable A vs. Variable B;
  • Other generic variables, etc.

How do you measure quality?

What tools do you use to record quality related data?