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Measuring How Well You are Doing Under ISO 9001:2015

ISO 9001-2015 Requirement: ISO 9001 2015 requires an accurate, repeatable and ever-improving process for measuring performance against your quality objectives.

Primary Section(s): 9.1, 9.2, 9.3

Secondary Section(s): 0.3.1,0.3.2,4.4.1,5.3,6.1, 8.3.3, 8.4.1,8.4.3,10.1, A.4

Key Requirements:

Implementation Tools:

Section 9 Performance Evaluation

Section 9.1: Monitoring, Measurement, Analysis and Evaluation

As noted elsewhere, the standard emphasizes both a process approach, and the need to utilize a review or checking phase (from the Plan>Do>Check>Act approach.) The standard mandates determining what data needs to be collected, how that data is collected and interpreted, and what results should be acted upon from a variety of inputs at various points in the quality management process.

These results must in turn be verified (audited), and they must be subject to management’s direct review. This process also must itself be evaluated for effectiveness. It outlinesa set of critical self-examinations.

Section 9.1.2 Customer Satisfaction

Customer perception, with specific applications ranging from support for customer regulatory needs to risks to sustaining customer satisfaction, via various means (i.e. surveys, direct customer communication, warranty activity, sales channel reports) with a resulting evaluation of product/service consistency; this data collection should be on areas such as:

  • Product/service consistency
  • Customer satisfaction
  • QMS effectiveness
  • Corrective actions
  • Risk planning
  • Sub-contractor, sub-supplier performance

Section 9.1.3 Analysis and Evaluation

The standard then requires that this data be correctly interpreted, looking for level of product/service compliance to original specifications, customer satisfaction levels, how well the quality system is performing overall (including outsourced or purchased services or goods) and key areas that need to be improved.

Section 9.2 Internal Audit

Mandates for regular review of results of correctly implemented, regular internal audits to make sure the QMS meets organizational goals and ISO 9001:2015 requirements. These are then used to make effective operational corrections/improvements.

9.3 Management Review

Management evaluation of all collected information (i.e. customer input, internal audits, key quality performance indicators) and determination of any directional/support changes/improvements that need to be made in the organization, or the governing quality system

Please note that certain text from the ISO 9001 standard is only used for instructional purposes. Standard Stores recognizes and respects the International Organization for Standardization (ISO) copyright and intellectual property guidelines.

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