Measurement, Analysis and Improvement - Section 8

8.1 General

This clause asks you to do 3 things:

1) Identify the important measuring processes,

2) Use the data to make sure things are okay and to make them better,

3) Determine where you need to use statistics

You need to determine the information you need to collect and how to use it. Ask if the right information is being collected and if it is useful. Many companies collect and keep data that has no value. Others fail to analyze data that can provide insights for valuable improvements.
Get a picture of your data and information plan by identifying the sources of the data, how the data are collected and where the data goes. Data may come from measuring product characteristics, process performance, audit results, complaint reports, customer surveys, etc. It can be useful to flowchart the collection, use and analysis of data.

8.2 Monitoring and Measurement

8.2.1 Customer Satisfaction

This clause reinforces what the standard is all about. Remember from earlier in the discussion that the customer defines quality? Companies have two types of assets, tangible and intangible.
Tangible assets are the physical things they own like buildings, machinery, automobiles and everything else that is real. Intangible assets aren’t physical things. That can’t be touched or seen. Things such as goodwill, brand recognition, market position, customer loyalty.

8.2.2 Internal Audit

Auditing is one of the four primary controls specified in the standard:

1) Planning your processes

2) Controlling your processes

3) Examine your processes (auditing)

4) Correct or improve the process.

These four controls are the basis of the Plan – Do – Check- Act cycle. Therefore, auditing is a critical function in your QMS.

The first thing you need is an audit schedule. The schedule shows what processes are to be audited, when they are to be audited and who will be the auditor(s). The audit schedule should be developed and published by the lead auditor or audit program manager. It should cover a year’s worth of audits. Although this isn’t required by ISO 9001 it has become an industry guideline. At the very least the schedule should cover 6 months, but 1 year is preferred.

8.2.3 Monitoring and measurement of processes
8.2.4 Monitoring and measurement of product

One of the primary rules of quality is “Do it right the first time.” The processes for providing product must be monitored and measured against an acceptance criteria. A company should know when processes are operating effectively. If the production and delivery processes are performing okay, it is likely to result in acceptable product and customer satisfaction.

Product quality is defined as conformance to requirements. These are measurable features and need to be verified through inspection and test procedures. The three most common product inspections are:

1) Receiving inspection,

2) In-process inspection, and

3) Final inspection.

These are the classic quality control concepts used for years by companies. They provide us with the data to show the customer that you are making product to the requirements. The amount of inspection will decrease as your processes become more capable through continually improvement activities. However, some inspection will always be necessary.

See Quality Managment System - Section 4

See Management Responsibility - Section 5

See Resource Management - Section 6

See Product Realization - Section 7

See Measurement, Analysis and Improvement - Section 8 (TOP)

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