Clause 8.2.3 Monitoring and measurement of processes

The third source of information is related to measurement of processes (activities). Organizations need to determine how they are going to measure whether activities are being adequately carried out.

Examples of measurement of activities are:

Timeliness:
A certain operation may typically take 15 minutes. How often is this operation being performed in 16 minutes or more?

Efficiency:
How much of a certain type of material is processed in one hour? How many people were involved in producing one batch?
Reaction time: What was the reaction time of people to special internal or external requests/concerns (such as customer complaints)?

Cost reduction:
What was the reduction of costs related to not meeting the requirements? An example of these costs is premium freight: extra cost of high speed delivery because of excessive production times.

The standard demands to measure, or monitor, quality management system processes and evaluate their ability to achieve planned results.

The year 2000 edition of the standard asked for corrective and preventive action, when planned results are not achieved, as appropriate, to ensure product conformity.

In 2008 "to ensure product conformity" is deleted. By deleting "to ensure product conformity" the scope of requirement to take action is expanded. Now standard wants you to take action, as appropriate, on all cases where planned results are not achieved irrespective of its effect on product quality.

In cases like delay in delivery and production is not carried out as planned, which does not affect product conformity, simply monitoring was sufficient as per year 2000 edition of the standard.

The deletion of words "to ensure product conformity" in 2008 edition, standard now demands corrective and preventive actions on all cases, as appropriate, where planned results are not achieved.

In 2008 edition, a note at the end of clause added as:

When determining suitable methods, the organization should consider the type and extent of monitoring and measurement appropriate to each of its processes in relation to their impact on the conformity to product requirements and on the effectiveness of the quality management system.

This note is added for guidance only. In Process monitoring and measurement, normally, consideration is given to its impact of effectiveness of system, product quality etc.

External Document Reference: Documentation Kit

Tools and Techniques for Process Improvement: Guidance