8.2 Monitor and measure

ISO 9001 specifies four aspects on monitoring and measurement:

8.2 Monitoring and Measurement

Monitor and measure customer satisfaction. Both internal and external auditors will look for proof that a consistent and systematic approach has been implemented to deal with customer complaints. This will typically include defined responsibilities for logging and tracking complaints, clearing technical issues, determination of problem causes and actions that address those causes. Specific examples of complaints must be sampled. The link between the customer complaint process and corrective action also requires special scrutiny (See 8.5.2).

8.2.2 Internal Audit

The purpose of internal auditing is to assess the effectiveness of the quality management system and the organisation's overall performance. ISO 9001:2008 Para 8.2.2 requires that your internal audits demonstrate compliance with your ‘planned arrangements’ (e.g. quality manual, procedures or process-maps) and that the planned arrangements are implemented and maintained.

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The auditor’s role is to gauge how well this system is functioning by gathering of objective evidence of conformance. The auditee will often be a processes owner; they are the experts of that process and as such will provide an invaluable insight into the mechanics of that process.

The auditor will verify that processes are documented, implemented and understood. He will also seek confirmation that each process complies with the necessary requirements, that the process is effective and demonstrates continual improvement.

  • Solve problems discovered during audits
  • Verify that problems identified have been solved