The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Enterprise Cost of Poor Quality (COPQ)
The total financial impact of quality failures across the entire organisation, including scrap, rework, warranty claims, regulatory fines, and lost sales due to quality issues.
Target · Reduce overall COPQ as a percentage of gross revenue by 10-15% year-over-year, with a long-term goal of <1% of revenue. If our COPQ was £50M last year on £1B revenue (5%), your target would be to bring it down to £42.5M-£45M (4.25-4.5%) this year through systemic improvements.
Global Regulatory Compliance Audit Success Rate
The percentage of external regulatory and certification audits (e.g., ISO, national safety bodies) that result in zero major non-conformances across all global sites.
Target · Maintain a 100% success rate for major audits, with <5 minor non-conformances globally per year. Successfully pass all 25 global ISO 9001, 14001, and 45001 certification audits in 2024 with no major findings and only 3 minor observations across the entire portfolio.
Critical Customer Complaint & Recall Reduction
The rate of critical (e.g., safety-related, high-impact) customer complaints and product recalls per million units shipped or services delivered, globally.
Target · Reduce critical customer complaints by 20% year-over-year and achieve zero product recalls due to quality or safety defects. From 10 critical complaints per million units last year, you'd aim for 8 or fewer this year, alongside preventing any major product recalls.
Enterprise Risk Register Health (Quality & Compliance)
The completeness, accuracy, and mitigation effectiveness of quality and compliance risks within the company's overall enterprise risk register.
Target · Ensure all identified high-impact quality and compliance risks have active mitigation plans, with a 95% completion rate for scheduled risk reviews. All top 10 identified quality/compliance risks (e.g., new regulation, critical supplier failure) have clear owners, mitigation strategies, and are reviewed quarterly with the executive team.
Board & Investor Confidence
The level of trust and confidence the Board and key investors have in the company's quality, compliance, and safety programmes and risk management.
- Regular invitations to present beyond scheduled board meetings
- direct consultation on M&A targets for CQS risk
- positive feedback from investor calls regarding our CQS strategy
- ability to secure budget for strategic CQS initiatives without significant challenge.
Global Regulatory & Industry Relationship Strength
The quality and influence of our relationships with key regulatory bodies, industry associations, and standards organisations worldwide.
- Being invited to participate in drafting new industry standards or regulatory guidance
- proactive engagement with regulators that leads to favourable outcomes
- positive feedback from external auditors on our collaborative approach
- our company being seen as a thought leader in CQS forums.
Culture of Quality & Safety
The pervasive belief and behaviour across the organisation that quality and safety are inherent responsibilities, not just departmental functions.
- High employee engagement scores related to safety culture
- proactive reporting of near misses and OFIs from all levels
- other C-suite leaders actively championing CQS initiatives
- demonstrable shift from 'police' perception to 'partner' perception for the CQS function
- low employee turnover within CQS teams.
Strategic Integration of CQS
How well quality, compliance, and safety considerations are embedded into major business decisions, from product development to market entry.
- Mandatory CQS review gates in the New Product Introduction (NPI) process
- CQS leader as a core member of M&A due diligence teams
- CQS input routinely sought for major supply chain changes or new market entries
- CQS strategy directly linked to and supporting overall corporate strategy.