Clause 8.4 Analysis of data

42.7% of all statistics is made on the spot

The sources of information given in clause 8.3 can provide organizations with valuable data, but this data is only valuable if it is analysed. For example, the data may indicate that there was an increase in the number of nonconforming products in a certain period. However, it is only possible for an organization to take the necessary action (see 8.5) if it is provided with an analysis of this data.

For example:

• What was the type of nonconforming product?
• What was the main cause of the non-conformance?
• Were there any circumstances that were different from previous period?
• Is this problem confirmed by other sources of information, such as internal audits?

The result of the analysis should enable organizations to answer the following questions:

• How satisfied are customers?  (8.2.1)
• Are customers' requirements being met?
• Do processes and products meet the requirements?
• How do suppliers perform?

Standard requires organizations to analysis data relating to:

• Customer Satisfaction (8.2.1)
• Characteristics and Trends of process performance (8.2.2 and 8.2.3)
• Conformity to product requirements and Trends in product characteristics (8.2.4)
• Supplier performance that is re-evaluation of supplier (7.4.1)

Following chart explains selection of data presentation and analysis technique (also check Tools and Techniques for Process Improvement: Guidance):

Data Presentation and Analysis Technique

 
  Bar Graph                                            Area Graph

   Line Graph                                          Pie Graph (Pie Chart)
       

• Analyzing performance of sales in different geographies in a particular year is non-time sequenced data.
• Analyzing performance of sales for last 3 years is time sequenced data.
• If you are comparing sales data of product x, y and z together, that means you have 3 number of data series.
• Non-Time sequenced data with more then 4 data series should be presented in data chart form only. An Excel worksheet is an example of data chart.

Notes:

• Data on customer satisfaction and /or dissatisfaction may include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims, dealer reports.
• Conformance to customer requirements will include product requirement, delivery requirements, regulatory requirements, requirements demanded by the customer; requirements identified by the customer but may not be demanded by the customer.
• Data on suppliers may include delay in receipts, rejection at receipt or in-process, etc.

External Document Reference: (Download)

Tools and Techniques for Process Improvement: Guidance