9.1 Monitoring, measurement, analysis and evaluation (9.1.3)

9. PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation

9.1.3 Analysis and evaluation

The organization shall analyse and evaluate appropriate data and information arising from monitoring and measurement.

The results of analysis shall be used to evaluate:

• a) conformity of products and services; (via 8.5.1, 8.6, 8.7.1)
• b) the degree of customer satisfaction; (via 9.1.2)
• c) the performance and effectiveness of the quality management system; (via 9.1.1)
• d) if planning has been implemented effectively; (via 6.1.2, 6.2.2, 8.1, 8.3.2)
• e) the effectiveness of actions taken to address risks and opportunities; (via 6.1.2 (b)(2))
• f) the performance of external providers; (via 8.4.1 & 8.4.3)
• g) the need for improvements to the quality management system. (via 10.3)

NOTE Methods to analyse data can include statistical techniques.


Cross reference
Clause 4.4.1 (QMS and its processes)
Clause 10.3 (Continual Improvement)