ISO 9001 Performance Evaluation

ISO 9001 Performance Evaluation – What you don’t Measure you won’t Manage

We all know the age-old adage, “what you don’t measure, you won’t manage”. That might have been what was front of mind when the team at ISO wrote ISO 9001 Performance Evaluation. As a SHEQ Consultant, having taken many Organizations through the certification against ISO 9001, experience has shown that those organizations that focus on performance evaluation and continual improvement initiatives are those that extract the best value from the management system and certification.

ISO 9001 Performance Evaluation is at the very heart of the monitoring and measuring your quality management system, in order to analyse and evaluate the information to focus on continual business improvement.

 Monitoring, Measuring, Analysis and Evaluation

In order to ensure that you meet your quality objectives and the intended outcome of your Quality Management System you are required to determine:

1. What needs to be monitored and measured – such as quality, product or service requirement, non-conformance and customer satisfaction to name but a few
2. The methods to be used to ensure valid results – such as in-process quality inspections, audit results etc
3. When performance evaluation will be done – quality check one in 10 as an example
4. When the results will be analyzed and evaluated – daily, weekly etc

Performance evaluation is required on products, services and the quality management system too.

Customer Satisfaction

I don’t know about you, but I hate being asked to do online customer satisfaction surveys? Gauging the satisfaction of your customer, obtaining valuable feedback is imperative, how you go about obtaining the feedback is essential. Our experience has shown that you are lucky to get 10% of feedback from online surveys. We have seen a better response and far more valuable information through the personal touch of your team engaging directly with the customer and providing feedback.

In most cases, customers will tell if they are unhappy, but it’s always good to obtain feedback on their satisfaction, and opportunities to improve. Again face to face shows a greater commitment from your as the supplier and generally results in a better quality of feedback.

Analysis and Evaluation

Your organization is required to identify what is to be monitored and measured but also to analyze and evaluate that information. Some examples of what is to be analyzed and evaluated within your quality management system are:

1. The levels of conformity of your products and services
2. The level of customer satisfaction
3. The performance and effectiveness of the quality management system
4. Has planning for products and services been effectively implemented
5. Have the actions taken to address risks and opportunities been effective
6. The performance of external providers i.e. suppliers and contractors
7. The need for improvements to your quality management system

In Summary

1. If you don’t monitor performance, you won’t be able to manage the outcome
2. Identify the what when how of the items that require monitoring and measuring
3. Looks for trends, investigate and take action to continually improve your products, services and quality management system

SRM is ISO 9001:2015, ISO 14001:2015 and ISO 45001:2018 certified. Contact our consultants today. Let us know if we can help you with the development and implementation of your Quality Management System.

Use SHEQ software

To design and implement a Quality Management System, SRM and many of our clients use Mango Compliance Software – www.mangolive.com Mango makes it easier to obtain and maintain ISO 9001:2015 certification.

Associated Blogs:

https://srmc.co.za/improvement/

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