ISO 9001:2015 Clause 9 “Performance Assessment” establishes guidelines for monitoring, measuring, analyzing, and evaluating the QMS that enable organizations to make informed decisions based on objective data. By adhering to the goals of Chapter 9, companies can identify areas for improvement and increase customer satisfaction. The chapter focuses on evidence-based decision-making and continuous improvement. It requires the establishment of effective systems for data collection, performance evaluation, non-compliance detection and implementation of corrective actions. By carefully monitoring and evaluating the quality management system (QMS), companies can foster a culture of continuous refinement, increase customer satisfaction, and achieve their quality goals.
The objectives of Chapter 9, Evaluation of Performance, are as follows:
The goal is to ensure that organizations have effective processes in place to assess the performance of their QMS, identify areas for improvement, and make informed decisions based on objective data.
- Monitoring and Measurement involve collecting data and evaluating performance against predetermined criteria. This includes monitoring key performance indicators (KPIs), taking measurements, and analyzing data to assess trends and identify areas of non-compliance. By monitoring and measuring the QMS, companies can identify improvements and take proactive steps to improve their processes.
- The evaluation of data is another important aspect of performance evaluation. Data from the defined processes are systematically examined in order to identify patterns, trends and causes of non-conformities. This analysis provides valuable insights into the effectiveness of the QMS and helps organizations make informed decisions to improve.
- Internal Audits are essential for assessing the conformity and effectiveness of the QMS. These audits are independent assessments conducted by competent personnel to verify compliance with QMS requirements, identify non-conformities, and recommend corrective actions.
- The Management Evaluation is another important part of performance evaluation. In doing so, top management assesses the suitability, appropriateness and effectiveness of the QMS. This includes considering changes in the context of the organization, making decisions about resource allocation, opportunities for improvement, and future directions.
- Customer satisfaction rating is a key aspect of performance evaluation. Businesses need to gather feedback from customers through surveys, questionnaires, and direct communication. This feedback helps businesses understand customer expectations, identify areas for improvement, and improve the overall customer experience.
- The systematic identification and elimination of non-conformities is crucial. Organizations need to establish processes to identify nonconformities, determine their root causes, take corrective actions to prevent recurrence, and verify the effectiveness of those actions.
By addressing the objectives of Chapter 9, companies can drive continuous improvement, increase customer satisfaction, and achieve their quality goals.
9.1 Monitoring, Measurement, Analysis and Evaluation
Monitoring, measuring, analysing and evaluating are essential components of ISO 9001:2015 that ensure that companies have effective processes in place to assess the performance of their quality management system (QMS) and drive continuous improvement. These activities play a critical role in assessing the effectiveness of the QMS and identifying areas for improvement.
9.1.1 General
This chapter emphasizes the need for organizations to monitor, measure, analyze, and evaluate the performance of their QMS in order to make informed decisions and drive continuous improvement. The organization should determine:
Determine what to measure: Determine what needs to be monitored and measured. This includes addressing customer requirements, adhering to regulatory standards, and the organization’s strategic goals.
Planning methodology for monitoring and measurement: Consistent performance evaluation depends on effective planning. Establishing a regular rhythm for these activities, aligned with operational cycles, is essential for timely analysis.
Ensuring Data Validity and Reliability: To ensure the credibility and reliability of your performance data, it’s important to use robust methods and tools. We are committed to the implementation of standardized procedures and calibrated tools for data collection.
9.1.2 Customer satisfaction
Measuring customer satisfaction involves collecting feedback and data from customers to understand their satisfaction and identify areas for improvement. This information is crucial for companies to increase customer satisfaction and improve the quality management of their products or services.
Methods for measuring customer satisfaction:
- Number of customer complaints
- Surveys
- Questionnaires
- Feedback Forms
- Direct communication with customers
Types of data obtained:
- Evaluation of customer complaints
- Quantitative data from surveys and questionnaires
- Qualitative insights from feedback forms
- Deeper feedback from interviews or focus groups
Increasing customer satisfaction:
- Responding to customer concerns
- Improving the product or service offering
Incorporating customer feedback into the quality management system allows companies to address customer concerns, improve product or service offerings, and improve overall customer satisfaction.
9.1.3 Analysis and evaluation
To effectively evaluate the performance of a quality management system (QMS), companies need to analyze and evaluate the data collected and customer feedback. This is a crucial step in complying with the ISO standard, especially Chapter 9 on performance evaluation. During the analysis and evaluation, the following aspects are examined:
- Data collection and feedback to identify trends.
- Align the data with quality objectives.
- Areas for improvement and non-conformity.
- Key performance indicators, such as key performance indicators (KPIs), are used to measure the effectiveness and efficiency of processes.
- By conducting a thorough analysis and assessment, organizations can make informed decisions on how to improve their QMS and drive continuous improvement.
- Internal audits to determine compliance and effectiveness, as well as regular management reviews to assess the suitability and appropriateness of the QMS.
- Non-conformities should be systematically identified and corrected by corrective actions.
9.2 Internal Audit
Organizations must conduct internal audits as part of their evaluation process to evaluate the performance of a quality management system (QMS). Internal audits are independent assessments conducted by competent personnel to verify compliance with the requirements of ISO 9001:2015 and the organization’s QMS.
Objective of conducting an internal audit within the framework of the QMS:
- Verification of compliance: Confirm compliance with both ISO 9001 standards and internal specifications and ensure compliance with established protocols.
Effectiveness Assessment:
Measure the effectiveness of the implemented processes in achieving the intended quality objectives and thus determine their operational efficiency.
Discovery of opportunities for improvement:
Uncover potential areas within the QMS where improvements can be made to increase overall performance and optimize results.
To ensure that internal audits are conducted effectively, companies should outline the key elements for each audit:
| Element | Description |
| Scope of application | Specific areas or processes to be audited |
| Goal | Clearly defined purpose of the audit |
| Criteria | Standards or requirements against which the audit will be carried out |
| Reporting | Documentation of audit findings, non-conformities and recommendations |
During internal auditing, auditors should gather objective evidence through interviews, document reviews, and observations. You should evaluate the QMS against the established criteria and identify non-conformities or areas for improvement. The audit results should be documented in a report, including any non-conformities found, their causes, and recommendations for corrective action.
Internal audits provide companies with valuable insights into the performance of their QMS. By identifying non-conformities and areas for improvement, companies can take proactive steps to improve their processes and achieve their quality goals. Internal audits also demonstrate the company’s commitment to continuous improvement and compliance with ISO 9001:2015 requirements.
9.3 Management Evaluation
9.3.1 General
According to ISO 9001:2015, management reviews are essential
to evaluate the performance of the QMS
and drive continuous improvement. During these reviews, top management assesses the suitability, appropriateness, and effectiveness of the QMS, considers changes in the context of the organization, and makes decisions Decisions about resource allocation, opportunities for improvement, and future directions. Top management must regularly assess the suitability, appropriateness and effectiveness of the QMS.
To ensure effective management reviews, companies should
set clear goals and criteria for evaluation, collect relevant data, involve relevant stakeholders, and
document the results of the reviews. It is important to have a systematic approach to management reviews that aligns with the company’s strategic goals and quality goals.
9.3.2 Inputs for Management Evaluation
Performance evaluation in ISO 9001:2015 is supported by management review inputs, which play a key role in assessing the suitability, adequacy and effectiveness of an organization’s quality management system (QMS). These inputs provide valuable information to evaluate the performance of QMS processes, identify opportunities for improvement, and ensure customer requirements are met.
Conducting the Management Evaluation: ISO 9001:2015 specifies. Clearly define what content a management review must include. The following definitions can be found in Chapter 9.3.2:
Status of Past Actions:
Assess the progress and completion status of actions identified in previous management reviews and ensure accountability and implementation.
Changes in external and internal issues:
Evaluate changes in both external and internal factors relevant to the QMS and acknowledge their potential impact on organizational processes and outcomes.
Quality performance information:
Analyze quality performance data, including
Customer satisfaction and
feedback from
relevant stakeholders.
The quality objectives:
Evaluate the extent to which the quality objectives have been achieved and provide a measure of success in achieving the company’s goals.
Process Performance and Product/Service Compliance:
Evaluate the performance of key processes within the organization and ensure compliance of products and services with specific requirements.
- Non-conformities that have occurred and corrective actions taken.
Monitoring and measurement results:
Review the results of monitoring and measurement activities that provide insights into the performance of processes and compliance with established standards.
Audit outcomes:
Consider the results of audits conducted as part of the QMS, assess the level of compliance, and identify areas for improvement.
External vendor performance:
Review the performance of external vendors and suppliers to ensure that they meet established quality standards and contribute effectively to business goals.
Adequacy of Resources:
Review the adequacy of resources provided to support QMS activities to ensure that they are adequate to meet operational requirements and quality objectives.
Effectiveness of risk and opportunity measures: Assess the effectiveness of actions taken to address identified risks and opportunities, and ensure proactive management and mitigation strategies are in place. As described in 6.1).
Opportunities for improvement:
Identify areas within the QMS where improvements can be made to optimize performance and meet continuous improvement goals.
9.3.3 Management Evaluation Results
According to the requirements of ISO 9001:2015, top management must conduct regular management reviews to evaluate the performance of the QMS and make informed decisions about opportunities for improvement. These reviews provide a platform for top management to evaluate the performance of the QMS against the set objectives and determine the need for changes or corrective actions.
The following table summarizes the results of the management evaluation process:
| Results of the management review process | |
| QMS Performance Review | The extent to which the QMS achieves its goals and targets is assessed. This includes the evaluation of key performance indicators (KPIs), customer satisfaction data, and results from internal and external audits. |
| Identification of opportunities for improvement | The management review process helps identify areas where QMS can be improved. This may include identifying potential risks and opportunities, reviewing nonconformities and corrective actions, and considering changes in the context of the organization. |
| Decision-making | Based on the results of the review, top management can make decisions about resource allocation, improvement initiatives, and setting new goals for the QMS. These decisions are critical to driving continuous improvement and ensuring that the QMS remains effective. |
| Communication | The results of the management review process are communicated to relevant stakeholders such as employees, customers and suppliers. This ensures transparency and alignment across the organization and helps create a culture of quality and continuous improvement. |
Conclusion
ISO 9001:2015 Section 9, Performance Assessment, ensures the effectiveness and performance of a quality management system. By monitoring, measuring, analyzing, and evaluating the system, companies can make informed decisions based on objective data and strive for continuous improvement. Implementing strategies such as internal audits, management assessments, and corrective actions allows companies to identify areas for improvement and increase customer satisfaction. By adhering to the goals of Section 9, organizations can create a framework for evaluating the performance of their QMS and driving success.
