Monitoring and measurement
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ISO 9001:2008: Monitoring and measurement of processes 8.2.3
Applicable processes need to be identified in the quality manual, along with a description of the interaction between those processes. The applicable processes might include those relating to four general categories:
- Management processes
- Customer processes
- Support processes
- Assessment processes
The organization should identify monitoring, and, where appropriate, measurement methods to evaluate process performance. The organization should incorporate these measurements into processes and use the measurements in process management. Measurements of process performance should cover the needs and expectations of interested parties in a balanced manner. Examples might include:
- Process capability
- Reaction time
- Cycle time or throughput
- Measurable aspects of dependability
- The effectiveness and efficiency of the organization’s people
- Waste reduction
- Cost allocation and reduction
The intent of this sub-clause is to monitor/measure processes with the QEH&S objectives. Monitor and measure QMS processes to ensure they are able to demonstrate:
- The process’s ability to provide a conforming output
- That a suitable response is imposed to correct non-conforming results