ISO 9001:2015 Clause 7.1.5.2 - Is Measurement traceability applicable?

#1
I'm a little unsure about whether or not this Clause is applicable to our business. We do 'monitor' and 'measure' ie Call recordings, KPI's, SLA's etc and report on these.

The only 'equipment' used for this purpose is a person, a computer and relevant reporting systems/software and distribution channels.

Is this clause applicable for the above 'measurement' or not? Does it relate only to 'physical' measurement equipment?
 
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#2
Good day @ren33
Based on the limited information shared, I will assume that your organization is a service provider (i.e. call center, polling center, customer service center, etc...) and not a provider of tangible "product".

Please note that 7.1.5.2 is qualified by the statement "When...is a requirement...is essential..." This allows some consideration by your organization as to whether or not this is applicable/required. It is important, therefore, to make sure that all aspects of your management system are created selfishly (i.e. to work FOR your organization and not for the auditor/standard).
The primary purpose of 7.1.5.2 is to ....
1- ensure that any measurements taken can be traced back to a particular lot/set/individual product in case that product later is found to be or claimed to be problematic.
2- In addition, traceability is important if the measurement method is found to not be functioning properly, thereby allowing any output ("product"/"service") that might have been improperly measured to be recalled/corrected/communicated to your customer. This could certainly apply to any logarithms, manual calculation, verbal MIS-communication, etc...

I would suggest that your organization considers these two scenarios (Items "1" and "2" above) and determine if it would be possible and helpful (protect your organization), if some type of traceability was applied. I hope this helps.
Be well.
 
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