9.3 Management Review (9.3.2)

9. PERFORMANCE EVALUATION

9.3 Management Review

9.3.2 Management Review Inputs

The management review shall be planned and carried out taking into consideration:

• a) the status of actions from previous management reviews;
• b) changes in external and internal issues that are relevant to the quality management system;
• c) information on the performance and effectiveness of the quality management system, including trends in:
• 1) customer satisfaction and feedback from relevant interested parties;
• 2) the extent to which quality objectives have been met;
• 3) process performance and conformity of products and services;
• 4) nonconformities and corrective actions;
• 5) monitoring and measurement results;
• 6) audit results;
• 7) the performance of external providers;
• d) the adequacy of resources;
• e) the effectiveness of actions taken to address risks and opportunities (see 6.1 via  6.1.1 & 6.1.2);
• f) opportunities for improvement

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7.3 Awareness

7. SUPPORT

7.3 Awareness

The organization shall ensure that persons doing work under the organization’s control are aware of:

• a) the quality policy;
• b) relevant quality objectives;
• c) their contribution to the effectiveness of the quality management system, including the benefits of improved performance;
• d) the implications of not conforming with the quality management system requirements

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6.2 Quality Objectives and planning to achieve them (6.2.2)

6. PLANNING

6.2 Quality Objectives and planning to achieve them

6.2.2

When planning how to achieve its quality objectives, the organization shall determine:

• a) what will be done;
• b) what resources will be required;
• c) who will be responsible;
• d) when it will be completed;
• e) how the results will be evaluated.

Go to
Clause 8.1 (Operation planning & control)

Cross reference
Clause 9.1.3 (Performance analysis and evaluation)

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6.2 Quality Objectives and planning to achieve them (6.2.1)

6. PLANNING

6.2 Quality Objectives and planning to achieve them

6.2.1

The organization shall establish quality objectives at relevant functions, levels and processes needed for the quality management system. The quality objectives shall:

• a) be consistent with the quality policy;
• b) be measurable;
• c) take into account applicable requirements;
• d) be relevant to conformity of products and services and to enhancement of customer satisfaction;
• e) be monitored;
• f) be communicated;
• g) be updated as appropriate.

The organization shall maintain documented information on the quality objectives.

Go to clause 8.1 (Operation planning & control)

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5.2 Policy (5.2.1)

5. LEADERSHIP

5.2 Policy

5.2.1 Developing the Quality Policy

Top management shall establish, implement and maintain a quality policy that:

• a) is appropriate to the purpose and context of the organization and supports its strategic direction
• b) provides a framework for setting quality objectives
• c) includes a commitment to satisfy applicable requirements
• d) includes a commitment to continual improvement of the quality management system.

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5.1 Leadership and Commitment (5.1.1)

5. LEADERSHIP

5.1 Leadership and Commitment

5.1.1 General

Top management shall demonstrate leadership and commitment with respect to the quality management system by:

• a) taking accountability for the effectiveness of the quality management system
• b) ensuring that the quality policy and quality objectives are established for the quality management system and are compatible with the context and strategic direction of the organization;
• c) ensuring the integration of the quality management system requirements into the organization’s business processes;
• d) promoting the use of the process approach and risk-based thinking;
• e) ensuring that the resources needed for the quality management system are available;
• f) communicating the importance of effective quality management and of conforming to the quality management system requirements;
• g) ensuring that the quality management system achieves its intended results;
• h) engaging, directing and supporting persons to contribute to the effectiveness of the quality management system;
• i) promoting improvement;
• j) supporting other relevant management roles to demonstrate their leadership as it applies to their areas of responsibility.

NOTE Reference to “business” in this International Standard can be interpreted broadly to mean those activities that are core to the purposes of the organization’s existence, whether the organization is public, private, for profit or not for profit.

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