Glossary / Lexicon

Deutsch: Zielvorgabe / Español: Objetivo / Português: Meta / Français: Cible / Italiano: Obiettivo

Target in the quality management context refers to a specific, measurable goal or performance level that an organisation aims to achieve within a defined timeframe. Targets serve as benchmarks for evaluating progress and ensuring that quality objectives align with customer expectations, regulatory requirements, and organisational strategies.

General Description

In quality management, Target represents a clear and quantifiable aim that guides processes, products, or services toward desired outcomes. Setting targets ensures that efforts are focused, measurable, and aligned with the overall quality policy. For instance, a target might involve reducing product defects to a specific level, achieving a certain customer satisfaction score, or improving on-time delivery rates.

Targets are typically established using the SMART criteria:

• Specific: Clearly defined and unambiguous.
• Measurable: Quantifiable to track progress.
• Achievable: Realistic given available resources.
• Relevant: Aligned with broader quality objectives.
• Time-bound: Linked to a specific timeframe.

Targets can be short-term (operational) or long-term (strategic). For example, a short-term target might focus on reducing error rates in a production cycle, while a long-term target could involve achieving ISO 9001 certification within two years.

Historically, the use of targets in quality management has evolved alongside performance measurement techniques, such as Key Performance Indicators (KPIs) and Balanced Scorecards. These tools help organisations track progress and ensure accountability in achieving targets.

Special Considerations

Special Role of Dynamic Targets

In rapidly changing industries, targets must be flexible enough to adapt to evolving customer needs, market conditions, and technological advancements. Organisations that regularly review and adjust their targets are more likely to remain competitive.

Special Importance of Stakeholder Involvement

Targets should be developed with input from all relevant stakeholders, including customers, employees, and suppliers. This ensures that the targets reflect real-world expectations and are supported throughout the organisation.

Application Areas

• Manufacturing: Setting targets for defect reduction, production efficiency, and cost savings.
• Customer Service: Defining targets for response times, resolution rates, and customer satisfaction scores.
• Healthcare: Establishing targets for patient safety metrics and compliance with medical standards.
• IT and Software Development: Setting performance targets for system uptime, bug resolution, and user satisfaction.
• Environmental Management: Creating targets for waste reduction, energy efficiency, and carbon neutrality.

Well-Known Examples

• ISO 9001 Quality Objectives: Organisations often set targets to achieve specific quality metrics, such as reducing non-conformities by 20% within a year.
• Six Sigma Goals: Targets typically focus on achieving fewer than 3.4 defects per million opportunities.
• Net Promoter Score (NPS): A common customer satisfaction target, e.g., achieving an NPS of 80 or higher.
• Delivery Metrics: For instance, a logistics company might target a 95% on-time delivery rate.
• Employee Engagement Targets: Setting goals to improve employee satisfaction scores through better training and resources.

Risks and Challenges

• Unrealistic Targets: Overambitious or poorly planned targets can lead to employee demotivation and reduced morale.
• Lack of Clarity: Ambiguous targets may result in misaligned efforts and inefficiencies.
• Overemphasis on Metrics: Focusing too much on achieving specific numbers can lead to unintended consequences, such as neglecting other important aspects of quality.
• Insufficient Monitoring: Without regular tracking, it is difficult to assess whether targets are being met or require adjustment.

Similar Terms

• Goal: A broader, more general objective that targets help to achieve.
• Quality Objective: Specific, detailed aims related to maintaining or improving quality.
• Performance Benchmark: A standard against which target achievement is measured.
• KPI (Key Performance Indicator): Metrics used to monitor progress toward targets.

Weblinks

• psychology-lexicon.com: 'Target' in the psychology-lexicon.com

Summary

Target in quality management is a focused and measurable goal that directs an organisation’s efforts toward achieving its quality objectives. By providing clear benchmarks and timelines, targets help align processes and resources, driving continuous improvement and customer satisfaction. Effective target-setting involves stakeholder input, flexibility, and consistent monitoring to ensure relevance and achievability.

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