Must Support Processes have defined KPI's (Key Performance Indicators)?

Q

QAMTY

#1
Hi everybody

I have some doubts regarding Supoort processes

In 9001:2008, I only have to document 6 procedures.


But If I show a support process (IT) in my main Process map

Should I also have to consider it because of the Clause which says
"identify Process and Interactions"?

Should I make a procedure?

Should I define KPI´s?

Thanks for your feedback
 
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somashekar

Staff member
Super Moderator
#2
But If I show a support process (IT) in my main Process map
We are talking QMS and there is no IF question. You have an IT process cause you need one and so it is in the QMS. This is a part of your resource, that you have determined, provided and being maintained.

Should I also have to consider it because of the Clause which says
"identify Process and Interactions"?
As said above, if you do not, then you are not making a good and complete QMS web. You will be heading into the wrong way.

Should I make a procedure?
When you have IT process supporting you, you will have a procedure how this works for you. Documented procedure or not, is your consideration.

Should I define KPI´s?
Who am I or for that matter anyone else to say that to you....
If your management feels the need to assess the performance of this resource providing process and its effectiveness, and to evaluate the performance of the IT process meeting the core organization purpose., KPI's are one such stuff that can be set up for this IT process and asked to monitor and report. What these KPI can be for the IT process is an other question to deliberate on.
 
Last edited:
#3
The standard answers that question in 4.1. It states that you have to determine the processes needed for your QMS. It also states that you have to monitor, measure (when applicable) and analyze your processes. Then look in Clause 8 for the requirements to monitor and measure your processes.

With that said, it does not say that every process needs to be measured, however, without measurement, how would you know the process is working? Some support processes might be a bit difficult to find metrics, and that is why the standard gives you flexibility. Don't set metrics just to set metrics, they need to be meaningful.
 
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