ISO 9001-2008 Management Review

Haddad9921

Starting to get Involved
#1
Hi,

Looking at 5.6.2 (c) "process Performance and product Conformity"as a required input for management review.
We don't have measurement specific for each process and I was wondering ifthe results on internal audits or customer feedbacks can satisfy the requirements?But in the same time, customer feedback and internal audits are required aswell.
Can someone provide me with an example of what to report under 5.6.2c?
Thank you
 
Elsmar Forum Sponsor
#2
Internal audits and customer feedback aren't "process performance"! You don't have to have every process have metrics, but I'd be very surprised if you didn't have SOMETHING which tells you the business process(es) were operating as planned. If not, then you are not complying with ISO 9001 and worse, your business isn't running in control!
 

kgott

Quite Involved in Discussions
#3
Hi,

Looking at 5.6.2 (c) "process Performance and product Conformity"as a required input for management review.
We don't have measurement specific for each process and I was wondering ifthe results on internal audits or customer feedbacks can satisfy the requirements?But in the same time, customer feedback and internal audits are required as well.

Can someone provide me with an example of what to report under 5.6.2c?
Thank you
non-conformance's in audits
opportunities for improvements identified, reviewed, approved, implemented and closed out and found to be effective
opportunities for improvements exploited
leanings shared and implemented (improvements made)
error rates in product specs
rising or reducing scrap rates
warranty work
customer complaints
customer satisfaction levels
supplier 'issue' rates and rate reductions
 

Big Jim

Super Moderator
#4
Take another look at the "letters" portion of 4.1 and realize that this is referring to your business processes (such as management, sales, production planning, purchasing, production, etc).

Then take another look at 8.2.3 where it tells you to monitor and measure your processes. One way to do that is to line up your quality objectives to your processes. For example, supplier performance for purchasing, customer satisfaction for sales, and so on.

While doing that, take a look at 8.4 for a clue of what to measure for your quality objectives: customer satisfaction, product quality, process performance (and a common measure for overall process performance is on-time delivery), and supplier performance.

So an answer to your original question could be whatever you measure for product quality and on time delivery.

I'm about to board an airplane, so I can't provide more at the moment. I will check back when I settle in tonight.
 
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