ISO
9001:2015 QMS Awareness – Performance evaluation – Monitoring, measurement,
analysis and evaluation
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Performance = Act of doing something
Performance = Measuring result
Performance can relate to – (i) Quantitative or
qualitative findings, (ii) Management of activities, Management of processes, Products,
Services, Systems, or Organizations.
Performance evaluation is a formal procedure to
measure an activity, process, product, service, system or organization.
The organization needs to determine – (i) Monitoring
and measurement needs (ii) Monitoring, measurement, analysis and evaluation
methods, (Purpose – To ensure valid results), (iii) When to perform monitoring
and measurement, (iv) When to perform analysis and evaluate the monitoring /
measurement results, (v) Methods for obtaining, monitoring, and reviewing customers’
perception information.
Methods may include – Customer survey, Customer
feedback, Customer meeting, Market-share analysis, Compliments, Warranty
claims, Dealer report etc.
The organization needs to monitor / review /
analyze / evaluate – (i) Quality management system performance and
effectiveness, (ii) Customers’ perception information.
The organization needs to analyze and evaluate
– Monitoring / measurement data / information.
It should be noted that statistical technique
can be a method to analyze data. For guidance on statistical techniques for ISO
9001:2015 s, there is a standard document ISO 10017:2021 published by International
Organization for Standardization (ISO) that provides guidelines for the
selection of appropriate statistical techniques that can be useful to the
organization, implementing ISO 9001:2015 QMS standard, irrespective of the
organization’s size or complexity. Here is important for the organization to
refer to ISO 10017:2021 as well as to provide awareness training on the use of
statistical tools to its staff.
The organization needs to use analysis results
and evaluate – (i) Product / service conformity, (ii) Customer satisfaction,
(iii) Quality management system (QMS) performance and effectiveness, (iv)
Planning implementation effectiveness, (v) Action’s effectiveness to address
risks and opportunities, (vi) External providers’ performance, and (vii)
quality management system improvement needs.
The organization needs to retain documented
information (records) – Evidence of monitoring / measurement / analysis / evaluation
results.
There is a need to understand the term ‘Quality
management system (QMS) performance and effectiveness’ that refers to the
assessment and measurement of the performance and effectiveness of the quality
management system of the organization, which is a set of policies, processes
and procedures implemented by the organization to ensure the its products or
services consistently meet customer requirements and comply with applicable
legal (statutory and regulatory) requirements.
The performance of a quality management system is
evaluated by monitoring key performance indicators, such as customer
satisfaction, product defects, process efficiency, compliance with standard’s
requirements.
Quality management system effectiveness refers
to the extent to which the system achieves its intended outcomes. It is a
measure of how well the system is able to fulfil its purpose and deliver the
desired results.
An effective quality management system (QMS) should
demonstrate improvements in various areas, such as quality, customer
satisfaction, overall performance etc. Assessing the performance and effectiveness
of a quality management system (QMS) involves analyzing data, conducting audit,
reviewing processes to identify areas of improvement. In short, we can say that
the term ‘quality management system performance and effectiveness’ refer to the
evaluation and measurement of how well the organization’s quality management
system is performing in meeting quality objectives and delivering the desired
outcomes for the organization.
Think of
the following Questions
(1)
What is performance evaluation?
(2)
Why performance evaluation needed?
(3)
What are the requirements for performance
evaluation of the quality management system?
(4)
What is the importance of statistical
techniques?
Best wishes,
Keshav Ram Singhal
Please have your comments /
reaction.
To train your employees with ISO
9001:2015 QMS Awareness, please supply them “TRAINING HANDBOOK ON ISO 9001:2015QMS AWARENESS” (ASIN:
B093YFFY7Z), which is available worldwide at Amazon. Please
search this Training Handbook in Amazon Website of your country.
You may also supply your
employees following eBooks - (i) A Concise Guide on Creating and Updating Documented Information
(eBook) https://store.pothi.com/book/ebook-keshav-ram-singhal-concise-guide-creating-and-updating-documented-information/
(ii) Applying Risk-based Thinking in an Organization Implementing ISO
9001:2015 QMS (eBook) https://store.pothi.com/book/ebook-keshav-ram-singhal-applying-risk-based-thinking-organization-implementing-iso-9001-2015-q/
Thanks.
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