Clause 8: Measurement, analysis and improvement

"Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall.”

Stephen R. Covey (Management consultant, Writer of The 7 Habits of Highly Effective People)

Process Performance involves recording and detailing the historical performance of the process, obtaining perceptual views of both current and historical performance from customers and suppliers, defining the agreed required performance of the future improved process, and agreeing how it will be measured, monitored and reviewed. Data must be gathered and analysed – this can be accomplished via several means, including observation, counting, workshops, interviews, focus groups and questionnaires, to name a few.

The outcomes of Process Performance are an understanding of the key metric data, the underlying
capability of the process and customers’, suppliers’ and staff requirements for the future improved
process.

The clause 8 of ISO 9001 consists of:

8.1 General
8.2 Monitoring and measurement
8.3 Control of nonconforming product
8.4 Analysis of data
8.5 Improvement 

External Document Reference: Documentation Kit

Quality Manual Section: Measurement, analysis and improvement