ISO 9001:2015: Understand, Implement, Succeed!

10. Clause 9: Performance Evaluation

The famous quote “To measure is to know” says it all. Once again, we will not go into a deep discussion of whether this quote was said originally by Lord Kelvin and whether the original wording was “When you can measure what you are speaking about, and express it in numbers, you know something about it.” The fact remains that if you do not measure, you cannot know if you are meeting your goals. These goals could be related to improving internal business processes, customer satisfaction, the financial bottom line, external communications, time to market, or product quality. Having an understanding of your company’s baseline, and where you stand relative to this baseline will help you identify opportunities ...