The Key Performance Indicators (KIPs) list provides you with a template list of common KPIs such as customer satisfaction, employee competency, resource capacity and security events. The list provides you with a snapshot of your IMS performance to evaluate performance of your business value drivers.
Why you need to evaluate the performance and the effectiveness of the ISO Management System (MS)
Clause 9.1 Monitoring, measurement, analysis and evaluation of the ISO Management standard requires you to determine what needs to be monitored and measured for the management system, including the methods, frequency, and evaluation needed to ensure valid results.
ISO requires you to monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. Examples of monitoring customer perceptions can include:
Customer feedback on delivered products and services.
Meetings with customers.
Warranty claims and dealer reports.
How ISOvA MS software helps you evaluate performance
The ISOvA IMS Toolbox provides you with a template list of performance items to evaluate. Lookup columns to your Roles and Responsibilities avoid duplication and enable hyperlinks to drill down for further information.
The headings below match the columns provided in your IMS Toolbox:
The Title column includes a list of the most common types of information that you should evaluate, including:
Conformity or products and services
You can determine Key Performance Indicators (KPIs) to monitor your business value drivers and controls list.
This column lists how the evaluation is carried out. For example, to evaluate customer satisfaction could include:
Satisfaction Survey results
Feedback from meetings
Status and Trends
The Status and Trend columns enable you to evaluate the performance of each KPI.
ISO requires you to analyse and evaluate appropriate data and information arising from monitoring and measurement. The results of the analysis should help you evaluate:
conformity of products and services
the degree of customer satisfaction
the performance and effectiveness of the quality management system
if planning has been implemented effectively
the effectiveness of actions taken to address risks and opportunities
the performance of external providers
the need for improvements to the quality management system
This column describes the responsibilities related to the KPIs and, when applicable, the authorities.
The KPIs list data can be filtered and sorted to provide management reports by business drivers, status, trend or responsibilities so you can quickly identify the information required for audits and reports.
Having determined roles, responsibilities, and authorities for your ISO MS, you can now move to the next step: