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8.2.3 Monitoring and measurement of processes

8.2.3 Monitoring and measurement of processes (1994 clauses, 4.17, 4.20.1, 4.20.2)

The organization shall apply suitable methods for monitoring and, where applicable, measurement of the quality management system processes. These methods shall demonstrate the ability of the processes to achieve planned results. When planned results are not achieved, correction and corrective action shall be taken, as appropriate, to ensure conformity of the product.

From BS EN ISO 9001:2000

Like many parts of the ISO 9001:2000 standard, this clause takes a holistic approach—applying suitable methods for monitoring and, where applicable, measurement of the quality management system processes. In other words, monitoring and measuring applies to the entire system/business.

While this may seem overwhelming, don’t let it be. The important thing to remember is the word “suitable” as it applies to monitoring and measuring, meeting customer requirements and the organization in general. Most organizations already have good control of their most important processes, and for those that don’t, this clause can provide valuable data on the processes that need help.

This clause is closely related to 8.5.2, Corrective Action—something that most organizations already do. Make sure that if your planned results are not achieved, corrective and/or preventive action is taken to ensure product conformity for the long term. Also, organizations should not overlook the tie to Clause 5.4.1 and quality objectives. This is where the process is measured against specified targets.

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