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

The more important it is for a business to monitor and measure business processes, the more important it is to monitor and measure products or services. In order to carry out this study, a method must be determined and applied by the company.

Companies should monitor and measure the characteristics of the product or service in order to verify that the conditions for the goods or services produced are met. For example, in terms of monitoring and measuring a product, the characteristics of the purchased raw material, the properties of use of the final product, the conditions of use, the service life of the product, the safety and security conditions, the service obligations of the product or the legal requirements are characteristic features in this sense.

ISO 9001: 2015 If any incomplete or inappropriate situation is detected during the monitoring and measurement of the service, necessary corrective and preventive actions should be initiated immediately.

Monitoring and measuring of products or services is the study of confirming whether the conditions of these products or services are met by monitoring and measuring activities according to the criteria determined before. The principles for whom and how often these studies should be conducted should be determined beforehand.

Deming, one of the pioneers of total quality management, said that not only good-willed studies on quality would be sufficient, but that these efforts should be supported and guided by information. Indeed, in order to achieve the targeted results with the Quality Management System, it is necessary to monitor and measure the products or services. Otherwise, it is not possible to make quality progress without this data.

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