WHAT ARE ISO 9001:2015 INDICATORS?
ISO 9001: 2015 indicators can be compared to a thermometer, where we check and measure the temperature and indicates whether any action or measurement needs to be taken to reduce or increase this temperature, so are the indicators established to measure and monitor some quality parameter .
WHAT ARE ISO 9001:2015 INDICATORS FOR?
Item 4.4 Quality management system and its processes, sub-item c):
c) determine and apply the criteria and methods (including monitoring, measurements and related performance indicators) necessary to ensure the effective operation and control of these processes;
ISO 9001:2015 requires organizations to establish performance indicators to measure and monitor the performance of their quality management system and its processes established and identified as necessary to run a QMS.
HOW TO ESTABLISH ISO 9001:2015 INDICATORS
Let’s assume that one of your goals is to measure and monitor the satisfaction of your customers who have somehow purchased your service or product.
So we established/created an indicator that could be called: Customer satisfaction, which in turn has a goal of 100% satisfied customers. That is, this indicator aims to measure and monitor customer satisfaction, which should always be 100%, although 100% established goals are always audacious goals but I believe that can be achieved and / or affected (we will speak more about objectives and goals in another blog).
The measurement of this indicator can be done after a delivery of your product or service or during a certain period of the year.
In this way, we identify whether our objective (customer satisfaction) has been met or needs to be improved, carrying out measurements and monitoring this indicator.