ISO 9001:2008 clause 8, Measurement, analysis and improvement

 General
 Monitoring and measurement
 Control on nonconforming product
 Analysis of data
 Continual improvement

SSCE/LAC; Issue 2
L5; Slide 1 of 34
 8.2 Monitoring and measurement
8.2.1 Customer satisfaction
The organisation shall:
 monitor information relating to customer perception on
whether customers requirements have been met

 determine the methods for obtaining and using this

information

What Other Methods can be adopted to obtain Customer

Feedback?

SSCE/LAC; Issue 2
L5; Slide 2 of 34
 8.4 Analysis of data

Appropriate data to be collected and analysed to:

 to determine the suitability and effectiveness of the qms

 to evaluate where continual improvement can be made
 to provide information on:
 customer satisfaction
 conformance to product requirements
 characteristics and trends of processes and products
 Suppliers

SSCE/LAC; Issue 2
L5; Slide 3 of 34
 8.5.2 Corrective action

Documented procedure to:

 review nonconformities (including customer
complaints)
 determine the causes of nonconformities
 evaluate the need for action to ensure that
nonconformities do not recur
 determine and implementing actions needed
 record results
 review the effectiveness of the action taken

SSCE/LAC; Issue 2
L5; Slide 4 of 34
 8.5.3 Preventive action

Documented procedure to:

 identify potential nonconformities and the
causes
 evaluate the need for action to prevent
occurrence
 determine and ensure the implementation of
actions needed
 record the results of actions taken
 review the effectiveness of actions taken
SSCE/LAC; Issue 2
L5; Slide 5 of 34