The eighth headings in the Quality Management System standard were identified as measurement, analysis and improvement. The topics in the sub-topic of monitoring and measurement under this heading are as follows:
- Customer happiness
- Internal audit
- Monitoring and measurement of processes
- Monitoring and measurement of service
In order for the existing Quality Management System to achieve its objectives, the Company must establish measurable quality targets for all processes and monitor the realization of these objectives. The following criteria must be taken into account when setting targets:
- Reduction of unfavorable situations or events
- Improving business processes
- Preventing customer complaints
- Reduction of costs
- Increasing productivity
- Increased awareness of employees
- Increased contribution of employees to activities and quality studies
Company, ISO 9001 Quality Management System identify and implement a method for monitoring and, where possible, measuring procedures prepared under The method to be chosen is important in terms of showing the ability of business processes to achieve the planned results. If the identified processes do not provide the expected results, the relevant corrective and preventive actions should be initiated immediately to ensure the suitability of the product.
With the monitoring and measurement of the processes, all processes are measured and monitored retrospectively. The aim of this study is to check and analyze the suitability of the processes to the specified conditions. It is important to initiate corrective actions if necessary before the product or service is offered to the customer.
For monitoring and measuring business processes (processes), a monitoring method should be identified and the monitored and measured parameter believed to be sufficient. In addition, an evaluation method should be determined and the suitability of this method to the desired results should be evaluated.
In short, the monitoring and measurement of business processes is one of the most important items of the Quality Management System. Because if a process is not monitored and measured, it cannot be said that it is managed. It is not possible to check non-measurable data. For such a study, there should be critical performance indicators identified by the units for each process.
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