ISO 9000 2000

8.2 Monitoring and Measurement

Customer Satisfaction

One of the measurements of the QMS, your company must measure customer perceptions and to whether their requirements have been met.
This is a huge topic that some have attempted in the past and others have not bothered with. We would recommend you do not attempt this without external advice for fear of "Customer Satisfaction Apathy / Rage". See our section on Customer Satisfaction

Internal Audit

Planned internal audits to ensure your system conforms with planned arrangements and the ISO 9000 standard see 7.1 Planning of Product Realisation, the requirements of this standard and the requirements of the QMS. Also that the QMS is implemented and maintained
This is not only more subjective, but much more intensive, many auditors of certification bodies are not being retained as they are not considered capable of maintaining standards. The use of external consultants to conduct internal audits is already rising, but it set to rise further with the onset of ISO 9001:2000.

Audit should be planned with importance of the individual processes in mind as well as the results of previous audits showing areas of weakness. The audit criteria, scope, frequency and methods shall be defined. Auditors should conduct audits impartially and not audit their own work - you must get someone else to do it for you! Responsibilities and requirements for audits (including record keeping), must be in put into a documented procedure. Corrective actions should be undertaken without delay by those responsible and follow up activities shall include checking actions actually worked and then reporting this to management

Our latest newsletter reflects the requirements of auditing all types of management systems Auditing Newletters

Monitoring and Measurement of Processes

These methods (where applicable) shall demonstrate the ability of processes to achieve planned results and where this is not the case corrective actions have been taken to ensure this is rectified - see previous section 8.1

Monitoring and Measurement of Product / Service

You must conduct this to ensure characteristics of product meet requirements. Records of this process shall be maintained indicating the who signed them off. This should not occur until planned arrangements have been completed unless otherwise approved

We have recently written about Monitoring and Measurement of Customer Satisfaction in a newsletter
Customer Satisfaction

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