ISO9001 Exclusion 7.6 Control of Monitoring and Measuring Equipment

[serviceco]

Hi,
I am seeking some guidance on clause 7.6. We are a service company and we operate guided sightseeing tours. We don't have any monitoring and measuring equipment and therefore have no need to calibrate any devices.

Does 7.6 apply to us or should we exclude it? I see many examples of service companies excluding 7.6 but I am confused after reading the ISO "Guidance on ISO 9001:2008 Sub-clause 1.2 'Application'" document because Example 9 mentions a training/education company and how they could use pilot surveys for calibration.

Some of the methods that we use to monitor and measure our service include skills assessments for tour leaders, customer surveys and trip reports filled out by the leader.

If you think it does apply to us, could you suggest ways in which we could calibrate our monitoring and measuring?

 

[AndyN]

Exclude it! You have no application for measurement of process and product which adequately meets the intent of 7.6. OK, there MAY be some applications, but frankly that's more someone's esoteric analysis of how it might apply (in the example you gave). I excluded it when getting a service company (training) registered.

 

[Colin]

Completely agree with Andy - exclude it! I think sometimes people try too hard with this standard. They try to make something where there is nothing. Keep it simple.

 

[serviceco]

Thanks for your input. I am certainly trying not to be esoteric. This standard seems like it is fairly easy to interpret if you are a manufacturing company but it takes a bit more creativity to apply to a serviced based company. Slowly I am wrapping my head around it. I'm sure Ill have some more questions in the coming weeks!

 

[somashekar]

Thanks for your input. I am certainly trying not to be esoteric. This standard seems like it is fairly easy to interpret if you are a manufacturing company but it takes a bit more creativity to apply to a serviced based company. Slowly I am wrapping my head around it. I'm sure Ill have some more questions in the coming weeks!

Yes, it needs some smart reading / understanding.
Look at the word equipment ....
You would not have any equipment that is used to measure, monitor., although you have methods to monitor, measure.
Safely exclude and justify same.

 

[zancky]

my modest opinion
from a pure theoretical point of view , I 'm wondering whether customers surveys are not a "calibration tool" for Your process monitoring by skill assessment and trip reports, if the skill assessment are evaluated perfect, all trip surveys have the maximum rating, it may not happen that some customers surveys are show complaint. In such a case you have to reconsider your monitoring processes.

P.S. somebody may argue that the survey process must be validate too (as the exit poll) but I suppose it is a higher level problem.

 

[drgnrider]

My first thought of "guided tours" is a vehicle (bus, boat, van, etc). If this is true, as this vehicle IS the main part of your business, routine maintenance and servicing are required... this would be calibration.

 

[AndyN]

My first thought of "guided tours" is a vehicle (bus, boat, van, etc). If this is true, as this vehicle IS the main part of your business, routine maintenance and servicing are required... this would be calibration.

What would you suggest is calibrated?

 

[AndyN]

my modest opinion
from a pure theoretical point of view , I 'm wondering whether customers surveys are not a "calibration tool" for Your process monitoring by skill assessment and trip reports, if the skill assessment are evaluated perfect, all trip surveys have the maximum rating, it may not happen that some customers surveys are show complaint. In such a case you have to reconsider your monitoring processes.

P.S. somebody may argue that the survey process must be validate too (as the exit poll) but I suppose it is a higher level problem.

You have to go back to basics. What's the process or product being measured and then what equipment is used? If the organization want accurate, repeatable results, then the equipment needs calibration.

Perhaps you could explain how the theory fits in practice?

 

[Colin]

My first thought of "guided tours" is a vehicle (bus, boat, van, etc). If this is true, as this vehicle IS the main part of your business, routine maintenance and servicing are required... this would be calibration.

You use the word 'maintenance' and that is exactly what it is, so it fits under 6.3.