Understanding clause 9.3.2

I need your expertise in understanding clause 9.3.2c (3) and 9.3.2c (5) of the ISO 9001:2015 standards.

Appreciate if you could provide examples to satisfy this requirements.

Thank you in advance.

Answer:

The clause 9.3.2c) (3) requires organization to gather information on trends in the process performance and conformance of products and services which means that the organization needs to determine the key process indicators and measure them to gather information on the process performance and as an input for product conformance the company can use registry of nonconformities to see how many products o services where nonconforming to the requirements. For more information, see: How to define Key Performance Indicators for a QMS based on ISO 9001 https://advisera.com/9001academy/24/define-key-performance-indicators-qms-based-iso-9001/-iso-9001/

The clause 9.3.2c) (5) requires organization to gather information on trends in monitoring and measuring results. The organization needs to define what needs t o be monitored and measured and how frequently, for example, the organization can measure customer satisfaction twice a year and present the top management with information whether the customer satisfaction increased or not. For more information, see: Analysis of measuring and monitoring requirements in ISO 9001:2015 https://advisera.com/9001academy/knowledgebase/analysis-of-measuring-and-monitoring-requirements-in-iso-90012015/