Monitoring, Measurement (9.1)

Let us check ISO 9001:2015 clause 9.1.1.

9.1.1 a) – What needs to be measured? What do you measure in your organization?

• Quality objectives need to be measured for sure (please check clause 6.2.1 b) and e))
• Process indicators need to be measured for sure (please check clause 4.4.1 c) and g))
• Suppliers performance for sure (please check clause 8.4.1)
• Customer satisfaction for sure  (please check clause 9.1.2) 

When you write “Do we need to monitor and measure all items relate to my customer (students)?” my answer is yes and no. Customers are not all alike. Some customers are more critical than others, are more aligned with the competitive advantages of your organization and your strategic orientation. So, you should focus your measurement on those customers and on the needs and requirements that they value the most. For example, one can imagine that what is relevant for an Emirates client is not necessarily the same as for a Ryanair’s client.