Why you need to evaluate the performance and the effectiveness of the ISO Management System (MS)

Clause 9.1 Monitoring, measurement, analysis and evaluation of the ISO Management standard requires you to determine what needs to be monitored and measured for the management system, including the methods, frequency, and evaluation needed to ensure valid results.

ISO requires you to monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. Examples of monitoring customer perceptions can include:

• Customer surveys.
• Customer feedback on delivered products and services.
• Meetings with customers.
• Market-share analysis.
• Compliments.
• Warranty claims and dealer reports.
  

Title

The Title column includes a list of the most common types of information that you should evaluate, including:

• Customer satisfaction
• Conformity or products and services
• Employee competency
• Supplier competency
• Resource capacity
• Security events

You can determine Key Performance Indicators (KPIs) to monitor your business value drivers and controls list.

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Measurement

This column lists how the evaluation is carried out. For example, to evaluate customer satisfaction could include:

• ​Satisfaction Survey results
• Testimonials
• Complaints Log
• Feedback from meetings
  

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Status and Trends

The Status and Trend columns enable you to evaluate the performance of each KPI.

ISO requires you to analyse and evaluate appropriate data and information arising from monitoring and measurement. The results of the analysis should help you evaluate:

• conformity of products and services
• the degree of customer satisfaction
• the performance and effectiveness of the quality management system
• if planning has been implemented effectively
• the effectiveness of actions taken to address risks and opportunities
• the performance of external providers
• the need for improvements to the quality management system
  

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Responsibility

This column describes the responsibilities related to the KPIs and, when applicable, the authorities.

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Management Reports

The KPIs list data can be filtered and sorted to provide management reports by business drivers, status, trend or responsibilities so you can quickly identify the information required for audits and reports.

Having determined roles, responsibilities, and authorities for your ISO MS, you can now move to the next step:

Step Implementation Guides:

1: Roles & Responsibilities

2: Aims and objectives

3: Controls

4: SWOT Analysis

5: Interested Parties

6: Legal Register

7: Processes & Procedures

8: Key Performance Indicators

9: Risks & Opportunities

10: Audit Programme