Process management using indicators provides a comprehensive and systematic overview of how the company operates, with each process aligned with strategic objectives and delivering value to the customer. Managing in this way optimises efficiency, minimises errors and improves the ability to adapt to changes in the environment.
A scorecard or system of indicators is fundamental to process management. It provides key metrics to assess process performance by monitoring progress, identifying areas for improvement and ensuring that processes are delivering the expected results. With a good system of indicators, data-driven decisions can be made, facilitating control and continuous improvement.
Applying a process-based approach enables you to achieve your goals more efficiently and effectively, always in line with the strategy and business plan.
Example of process indicators
Examples of process indicators or KPIs applicable to quality management systems (ISO 9001), environmental management systems (ISO 14001), occupational health and safety management systems (ISO 45001) or other management systems include:
Operational process indicators:
- Production: Production efficiency. Formula: (actual production / planned production) x 100.
- Quality control: Non-conforming product rate. Formula: (number of non-conforming products / total number of products) x 100.
- Logistics: On-time delivery rate. Formula: (on-time deliveries / total deliveries) x 100.
- Purchasing: Average supplier delivery time. Formula: total delivery days / number of orders.
- Maintenance: Equipment availability. Formula: (operating hours / total hours) x 100.
Management process indicators:
- Management: Achievement of strategic objectives. Formula: (number of objectives achieved / total number of objectives) x 100.
- Customer satisfaction: Customer satisfaction index. Formula: average survey score on a 0-10 scale.
- Document management: Percentage of documents reviewed. Formula: (documents reviewed / total documents) x 100.
- Social responsibility: Indicators such as those proposed by the GRI Standards.
Environmental process indicators (ISO 14001):
- Energy consumption: Specific energy consumption. Formula: kWh / unit produced.
- Waste management: Recycling rate. Formula: (recycled waste / total waste) x 100.
- Emissions control: CO₂ emissions per unit. Formula: kg CO₂ / unit produced.
Occupational health and safety process indicators (ISO 45001):
- Risk prevention: Accident rate. Formula: (number of accidents / number of workers) x 100.
- Occupational health and safety training: Percentage of trained personnel. Formula: (trained personnel / total workforce) x 100.
- Safety inspections: Inspection completion rate. Formula: (inspections carried out / planned inspections) x 100.
For each indicator, the process monitoring frequency and the reference level of the indicator should be established.