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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9.2 Internal Audit (9.2.1)

9. PERFORMANCE EVALUATION

9.2 Internal Audit

9.2.1

The organization shall conduct internal audits at planned intervals to provide information on whether the quality management system:

• a) conforms to
• 1) the organization’s own requirements for its quality management system;
• 2) the requirements of this International Standard;
• b) is effectively implemented and maintained.

Cross reference
Clause 4.4.1 (QMS and its processes)

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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)

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9.1 Monitoring, measurement, analysis and evaluation (9.1.2)

9. PERFORMANCE EVALUATION

9.1 Monitoring, measurement, analysis and evaluation

9.1.2 Customer satisfaction

The organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled.

The organization shall determine the methods for obtaining, monitoring and reviewing this information.

NOTE Examples of monitoring customer perceptions can include customer surveys, customer feedback on delivered products and services, meetings with customers, market-share analysis, compliments, warranty claims and dealer reports.

Cross reference
Clause 5.1.2 (Customer focus)
Clause 8.5.5 (Post delivery activities)
Clause 9.1.3 (Performance analysis and evaluation)
Clause 10.1 (Improvement)

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8.2 Requirement for products and services (8.2.1)

8. OPERATION

8.2 Requirement for products and services

8.2.1 Customer communication

Communication with customers shall include:

• a) providing information relating to products and services;
• b) handling enquiries, contracts or orders, including changes;
• c) obtaining customer feedback relating to products and services, including customer complaints;
• d) handling or controlling customer property;
• e) establishing specific requirements for contingency actions, when relevant.

Cross reference
Clause 4.4.1 (QMS and its processes)
Clause 8.5.5 (Post delivery activities)

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4.2 Understanding the needs and expectations of interested parties

4. CONTEXT OF ORGANIZATION

4.2    Understanding the needs and expectations of interested parties

Due to their effect or potential effect on the organization’s ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements, the organization shall determine:

1. the interested parties that are relevant to the quality management system;
2.  the requirements of these interested parties that are relevant to the quality management system.

The organization shall monitor and review information about these interested parties and their relevant

Go to
Clause: 4.3
Clause: 6.1.1


Cross reference
Clause 8.5.5 (Post delivery activities)

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4.1 Understanding the organization and its context

4. CONTEXT OF ORGANIZATION

4.1 Understanding the organization and its context

The organization shall determine external and internal issues that are relevant to its purpose and its strategic direction and that affect its ability to achieve the intended result(s) of its quality management system. The organization shall monitor and review information about these external and internal issues.

NOTE 1 Issues can include positive and negative factors or conditions for consideration NOTE 2 Understanding the external context can be facilitated by considering issues arising from legal, technological, competitive, market, cultural, social and economic environments, whether international, national, regional or local.

NOTE 3 Understanding the internal context can be facilitated by considering issues related to values, culture, knowledge and performance of the organization.

Go to
Clause: 4.3
Clause: 6.1.1

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