Introduction
The ISO standard states
that, ‘The organization shall apply suitable methods for monitoring and,
wherever applicable, measurement of quality management system processes’.
This can be achieved by setting
quality objectives for a process which are consistent with the company’s
Quality Policy and Quality Objectives. These objectives shall be “SMART” i.e. Specific for that process, Measureable,
Achievable, Realistic and Time
Bound.
ISO 9004:2009 highlights a
Key Performance Indicator
(KPI) approach. It states that, ‘Factors that are within the control of the
organization and critical to its sustained success should be subject to
performance measurement and identified as key performance indicators (KPI). The
KPIs should be quantifiable and should enable the organization to set
measurable objectives, identify, monitor and predict trends and take
corrective, preventive and improvement actions when necessary.’
| 8.2.3 | Process Monitoring & Measurement |
8.2.3 Monitoring and measurement of processes
Monitoring and measurement
of the processes is carried out with respect to Quality Objectives/ Key
Performance Indicators at regular intervals using methods and criteria defined
therein.
The processes are also
monitored through:
Conducting
audits of the quality system
Monitoring
trends in corrective and preventive action requests
Analyzing
product conformity and other quality performance data and trends,
Measuring
and monitoring customer satisfaction.
When the quality system
process does not confirm with requirements the Quality Department will:
Take appropriate action to correct the nonconformance
process,
Evaluate whether the process nonconformity has resulted in
product nonconformity,
Determine if the process non conformity is limited to a
specific case or whether it could affect other processes or products,
Identify and control nonconforming product in accordance with
set procedure,
Ensure implementation of corrective and preventive action.
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