1. Quality Strategy & Governance

KRA Objective: Define and align the quality
roadmap with business objectives.

Key
Responsibilities

KPIs/Deliverables

Define the quality vision, mission, and KPIs across
the product lifecycle

Documented QMS framework and strategic quality plan

Establish a robust QMS (ISO 9001, BIS, in-house
standards) tailored to small-scale but high-mix production

QMS implementation scorecard, ISO certification

Develop short-, mid-, and long-term quality goals
linked to business needs

Quarterly quality reviews and improvement scorecards

Chair internal MRM (Management Review Meetings) on
Quality performance

% action closure from MRM

2. Incoming Material & Supplier Quality Management

KRA Objective: Ensure defect-free
materials/components from suppliers.

Key
Responsibilities

KPIs/Deliverables

Develop and implement IQC procedures for critical
components (motors, heating elements, plastics, electronics)

Incoming rejection rate < 1%

Conduct regular supplier audits and quality ratings

% suppliers above “preferred” rating

Implement APQP, PPAP, and supplier quality agreements
where applicable

% of suppliers with signed QMS agreements

Lead supplier quality improvement initiatives (e.g.,
capacity building for mold tolerances, packaging improvements)

Supplier defect recurrence < 5%

3. In-Process Quality Control

KRA Objective: Eliminate process-level
defects and ensure first-time right manufacturing.

Key
Responsibilities

KPIs/Deliverables

Define and monitor critical control points (CCPs) in
assembly and sub-assembly processes

Defect trend tracking and reduction (monthly)

Deploy control plans, SOPs, and work instructions on
shop floor

% compliance during process audits

Implement Poka-Yoke / mistake-proofing mechanisms at
critical failure points





Number of defects avoided via Poka-Yoke

Run statistical process control (SPC) and capability
studies

Cp, Cpk improvement in key processes

4. Finished Goods Quality & Reliability

KRA Objective: Ensure 100% compliance of
final products before dispatch.

Key
Responsibilities

KPIs/Deliverables

Conduct AQL-based batch testing and 100% inspection
where required

Final QC pass rate > 99.5%

Implement endurance, load, and stress tests as per
product type (e.g., heating cycles for kettles)

Product MTBF, reliability test data

Drive first-pass yield improvement across lines

FPY > 95%

Handle pre-dispatch inspections, customer inspections,
and QA certifications

Zero dispatch delays due to QA

5. Customer Quality & Field Feedback Loop

KRA Objective: Close the loop from field
failures to factory improvements.

Key
Responsibilities

KPIs/Deliverables

Lead failure analysis (5 Whys, Fishbone) on warranty
returns and customer complaints

RCA closure within 5 working days

Integrate field failure data into design and
manufacturing corrections

% design changes driven by field feedback

Coordinate with customer care/service teams to
identify recurring issues

Repeat complaint rate < 2%

Support recall management and CAPA in case of
regulatory or safety concerns

100% compliant recall closure if any

6. Compliance, Testing, and Certifications

KRA Objective: Ensure full compliance with




domestic regulations and safety standards.

Key
Responsibilities

KPIs/Deliverables

Ensure adherence to BIS standards, safety norms, and
energy efficiency requirements

100% certified SKUs

Maintain and calibrate in-house testing labs for mechanical,
thermal, and electrical safety

Up-time of lab equipment > 95%

Prepare for and handle third-party inspections and
regulatory audits (e.g., ISI/BIS)

Zero non-conformance in BIS audit

Lead internal product validation protocols for new and
modified designs

100% test plan execution for NPD

7. Cost of Quality (CoQ) & Continuous Improvement

KRA Objective: Reduce costs arising from
poor quality while driving systemic improvement.

Key
Responsibilities

KPIs/Deliverables

Track and reduce internal and external failure costs

CoQ as % of sales < industry benchmark

Implement Lean Six Sigma, Kaizen, 5S, TPM initiatives
in production and QC

Number of initiatives closed/month

Lead cross-functional quality improvement projects
(e.g., joint projects with production, R&D;)

% project goals achieved

Benchmark and introduce best practices from
competitors and industry

Continuous improvement maturity score

8. Team Development & Quality Culture

KRA Objective: Build a high-performing team
and culture of ownership.

Key
Responsibilities

KPIs/Deliverables

Build and train a solid quality team at all levels
(IQC, IPQC, QA, Lab)

Training hours per person/month

Conduct regular quality awareness workshops across
departments

% employees trained

Define clear KRAs for team members, with review
mechanisms

% goal achievement in performance reviews

Promote cross-departmental ownership of quality – not
just within QA/QC

% of projects with cross-functional involvement

📌 Quality Head (Bengaluru)
🏢 Nameless
📍 Bengaluru