9. PERFORMANCE EVALUATION

9.1 Monitoring, Measurement, Analysis, and Evaluation

9.1.1 General

The organization shall determine:

a. what needs to be monitored and measured;

b. the methods for monitoring, measurement, analysis, and evaluation needed to ensure valid results;

c. when the monitoring and measuring shall be performed;

d. when the results from monitoring and measurement shall be analyzed and evaluated.

The organization shall evaluate the performance and the effectiveness of the quality management system.

The organization shall retain appropriate documented information as evidence of the results.

9.1.2 Customer Satisfaction

The organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. The organization shall determine the methods for obtaining, monitoring, and reviewing this information.

NOTE: 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.

Information to be monitored and used for the evaluation of customer satisfaction shall include, but is not limited to, product and service conformity, on-time delivery performance, customer complaints, and corrective action requests. The organization shall develop and implement plans for customer satisfaction improvement that address deficiencies identified by these evaluations, and assess the effectiveness of the results.

9.1.3 Analysis and Evaluation

The organization shall analyze and evaluate appropriate data and information arising from monitoring and measurement.

NOTE: Appropriate data can include information on product and service problems reported by external sources (e.g., government/industry alerts, advisories).

The results of analysis shall be used to evaluate:

a. conformity of products and services;

b. the degree of customer satisfaction;

c. the performance and effectiveness of the quality management system;

d. if planning has been implemented effectively;

e. the effectiveness of actions taken to address risks and opportunities;

f. the performance of external providers;

g. the need for improvements to the quality management system.

NOTE:  Methods to analyze data can include statistical techniques.