Management system guidance
9.0 Performance Evaluation
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9.1 Monitoring, Measurement, Analysis and Evaluation
Your organization is required to determine what it needs to monitor and measure, the methods it will use, when monitoring and measuring take place and when the results are analysed and evaluated. How does your organization carry out these monitoring and measurement activities in order to ensure that the results obtained are valid? Methods may include, as appropriate, statistical techniques to be applied to the analysis of those results. The results are then used to evaluate the performance and effectiveness of the quality management system, and documented information must be available as evidence of them.
What changed in ISO 9001:2026: the structure of clause 9.1 is unchanged. Clause 9.1.2 has been reworded so that your organization monitors customer satisfaction and determines its methods for obtaining, monitoring and reviewing customer satisfaction information (complaints and social media are now named as example sources). In clause 9.1.3, the evaluation of actions taken to address risks and of actions taken to address opportunities are now separate items, mirroring the new clauses 6.1.2 and 6.1.3. Documented information is now required to be ‘available as evidence’ of results rather than ‘retained’.
The following sub-paragraphs communicate the requirements for the monitoring, measurement, analysis and evaluation of the quality management system:
More information on PDCA
Planning
Context
Planning
Support
Doing
Support
Operations
Checking
Monitoring, measurement, analysis and evaluation
Acting
Improvement
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