ISO9001-2015-标准转版培训.ppt

9 Performance evaluation 绩效评价9.1 Monitoring, measurement, analysis and evaluation 监视、测量、分析和评价9.1.1 General总则 The organization shall determine: a) what needs to be monitored and measured; b) the methods for monitoring, measurement, analysis and evaluation needed to ensure valid results; c) when the monitoring and measuring shall be performed; d) when the results from monitoring and measurement shall be analysed and evaluated. The organization shall evaluate the performance and the effectiveness of the quality management system. The organization shall retain appropriate documented information as evidence of the results.. 组织应确定： a) 所需要的监视和测量； b) 所需的监视、测量、分析和评价方法，以确保有效的结果； c) 实施监视和测量的时机； d) 分析和评价监视和测量的结果的时机。 组织应评价质量管理体系绩效和有效性。 组织应保留适当的形成文件的信息作为结果的证据。 9.1.2 Customer satisfaction 顾客满意 The organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. The organization shall determine the methods for obtaining, 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.. 组织应监视顾客对其要求和期望得到满足的程度的感受。组织应确定获取、监视和评审该信息的方法。 注：监视顾客感受的示例可以包括顾客调查、顾客对已交付产品或服务的反馈、顾客交流会议、市场占有率分析、赞扬、索赔担保和经销商报告。 9.1.3 Analysis and evaluation 分析和评价 The organization shall analyse 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. NOTE Methods to analyse data can inclu