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Monitoring, Measurement (9.1)

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Lam Le Created:   Oct 29, 2021 Last commented:   Oct 29, 2021

Monitoring, Measurement (9.1)

I am working for Training center. How to apply clause 9.1.1 General of 9.1 Monitoring, measurement, analysis and evaluation in my organization (Training center)? Do we need to monitor and measure all item relate to my customer (students)? Can you give me some examples or guildeline?
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ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Carlos Pereira da Cruz Oct 29, 2021

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.

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Oct 29, 2021

Oct 29, 2021

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