9.1.2 Customer satisfaction
Let me start this week’s discussion with the observation that this section is awkwardly constructed (in my opinion). The section introduces itself as being about performance monitoring, then shifts gears and pulls out one of the specific areas to be monitored, then shifts back to describing types and methods of monitoring performance. Also, this section inexplicably gives examples for clarification in its “notes” sections. For what purpose? These topics are some of the most self explanatory of the bunch, and yet, examples are given as if the reader might need the help to understand. Anyway, it just seems weird to me. But let’s read the section.
“The organization shall monitor customers’ perceptions of the degree to which their expectations have been fulfilled. The organization shall determine the methods for monitoring and reviewing this information.
NOTE: Examples of monitoring customer perceptions can include customer surveys, customer feedback on delivered products and services, meetings with customers, market-share analysis, compliments, warranty claims and dealer reports.”
The text says “the organization shall determine the methods…” and then follows up with a prescriptive note giving examples of what those methods should be. Bottom line, customer satisfaction is a requirement and it must be evaluated and monitored.
9.1.3 Analysis and evaluation
This sections switches gears back to the structure of the performance evaluation system and provides a list of those things which should be monitored (again listing customer satisfaction).
“The organization shall analyze and evaluate appropriate data and information arising from monitoring and measurement.
The results of analysis shall be used to evaluate:
a) conformity of products and services;
b) the degree of customer satisfaction;
c) the performance and effectiveness of the quality management system;
d) if planning has been implemented effectively;
e) the effectiveness of actions taken to address risks and opportunities;
f) the performance of external providers;
g) the need for improvements to the quality management system”
The list of things which must be monitored is quite extensive and comprehensive and the next section “internal audits” will provide one of many methods for gathering and analyzing data on the areas listed above.
“NOTE: Methods to analyze data can include statistical techniques.”
Again, I think this note is just weird. I shake my head as I read it and say “no kidding” to myself. But ok, there it is.
THIS WEEK’S HOMEWORK
Review your current monitoring and measuring system. In many cases, “management review” is where this type of data is analyzed and reported. Take a moment to validate the data and check your team’s perception of the validity of the data. In many quality systems, debatable data creates roadblocks to improvement. Data must be vetted and agreed to by all to ensure performance monitoring is paid attention to and responded to.
Also, take the opportunity to assess the types of monitoring that are being done. Are the right things being measured? Are they relevant? Are they continually improving? Are the frequencies at which they are monitored appropriate? This time of year is, for many organizations, a great opportunity to tie in with the strategic business plan and make sure the performance monitoring methods align with the plan. Good luck!