Breda Kearney

Consultant Lead

Evaluation of Process Performance in ISO 9001:2015

August 28, 2018

Every organization is made up of core, support and management processes which work together to ensure that the organization meets its business goals and objectives. If any process is not working effectively and efficiently, there can be a knock-on effect resulting in a negative impact on business performance.

Consider an organization that has the following processes: Customer Services, Production, Quality, Shipping & Logistics.  All four processes are reliant on each other and must work together to ensure that the customer’s order is understood, manufactured to the highest quality standard and shipped to the customer on time. Any weak leak in the chain may result in the customer’s order not being delivered on time or not manufactured to the required standard resulting in customer dissatisfaction and potential loss of future business. These weaknesses may be caused for example, by lack of resources in one area, inefficient work flows, lack of communication between processes, inadequate training or failure to recognize a better way of doing things.

To identify and resolve weak leaks in the chain, it is critical that businesses monitor and measure their processes using performance metrics (i.e KPIs). The selection of performance metrics should consider the overall objectives of the process and provide valuable data which can be used to drive continuous improvement. Each process should be evaluated against its relevant performance metrics on an ongoing basis and changes implemented if required to ensure that the process achieves its intended results.

Examples of typical performance metrics include: Right First Time Quality, Order processing time, Sales Quote Conversion %, Returns, Scrap/Waste, Rework, On time delivery, In-budget delivery etc.  

Evaluation of process performance: What does ISO 9001:2015 Require?

For each process, ISO 9001:2015 requires organizations to:

  • Determine and apply monitoring and measuring criteria and related performance indicators
  • Evaluate process performance and implement changes to ensure processes achieve intended results

continual process improvement

If you are interested in learning more about Evaluating Process Performance & ISO 9001:2015, Kelmac Group offer a range of ISO 9001:2015 Training Courses – check them out and if you have any questions about any of our courses, get in touch, one of our representatives would be delighted to assist you!


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