ISO 9001 Consultants | Cheshire | North Wales | Manchester

9. Performance evaluation

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General


You should decide what needs to be monitored and measured in accordance with your contractual requirements.


You should


a) Determine what you shall monitor.


b) Determine the methods to ensure valid results.


c) Decide when the monitoring and measurement shall be completed.


d) Decide when the results shall be analysed and evaluated.


Where appropriate you should provide evidence of results.


We currently monitor (as an example)


  • Profit / Loss.
  • Manufacturing.
  • External providers.
  • Suppliers.
  • Antivirus.
  • Back ups of your server.
  • Goods out.


9.1.2 Customer satisfaction


Monitor customer perceptions to ensure that their expectations have been fulfilled. You should determine the necessary methods for obtaining such information. Reactively you may collate and analyse customer issues (or complaints) and attempt to identify day to day issues that require remediation.


Aim to use a variety of feedback sources and take into consideration


  • Telephone feedback.


  • Email feedback.


  • Questionnaires.


  • Request testimonials on occasion.


You may not always document all feedback as personal touch, customer meetings, telephone calls and other such methods to support customer feedback shall be completed in a natural manner, documented evidence may not always be provided.



9.1.3 Analysis and evaluation


Aim to analyse and evaluate data and information arising from monitoring and measurement.


Any results you gather shall be used to decide


a) On the conformity of products and services.


b) The degree of customer satisfaction.


c) The performance of the QMS.


d) If the planning you complete is acceptable and leads to successful products and services.


e) If the effectiveness of actions to address risk and opportunity is acceptable.


f) If the performance of external providers is acceptable.


g) If there is a need to alter the QMS procedures or business process.



9.2 Internal audit


9.2.1 Determine the continuing effectiveness of the quality management system and processes. Do this by carrying out internal audits at planned intervals.


You should ensure


a) That internal audit conforms to your own requirements.


b) That audits support the requirements of ISO 9001.




9.2.2 You should also ensure that you plan audits properly.


You should


a) Plan the audits, maintain an audit programme, audit your processes and consider the results of past audits.

b) Provide results through reporting to management.

c) Define the audit criteria and scope for the audit.

d) Select auditors to conduct audits in an impartial, sensible and respectful fashion.

e) Ensure that results are reported to relevant staff.

f) Take appropriate improvement actions to a suitable timeframe, or a timeframe requested of you.

g) Retain documented information of audit programme and audit results.



9.3 Management review

9.3.1 General


You should conduct a management review annually and documented information is to be maintained in the form of meeting minutes.


9.3.2 Management review inputs


The input to your management review should include


1. The status and follow up actions from previous reviews – any outstanding previous actions?


Changes in external and internal issues relevant to the QMS (See 4.1 and 4.2) – Has anything changed to what is referred to?


2. Information on the performance and effectiveness of the QMS – Does it work?


3. Customer satisfaction and feedback from relevant interested parties – What did they say?

4. The extent to which quality objectives have been met.

  • Old objectives.
  • New objectives.

5. Process performance and conformity of products and services

  • Review of your products and services, are they suitable?


  • Are any new requirements of products and services required?


6. Monitoring and measurement results – what do you monitor as a company?

7. Audit results / Non-conformities / Corrective actions.

8. The performance of external providers (suppliers).

9. Adequacy of resources / resource needs / Infrastructure (Equipment needed etc.)

10. Work environment – is it acceptable at present?

11. The effectiveness of actions taken to address risks and opportunities (See 6.1). Have these been addressed?

12. Training and development issues.

13. Review of Quality Policy (Is it acceptable at present).


9.3.3 Management review outputs


Opportunities for continual improvement, resource needs, decisions, general opportunities for improvement and need for changes to the QMS, will be documented throughout the minutes.


I hope this helps

SteveB