Metrics and Measurables 

One of the new focal points of ISO 9001:2000 is the requirement for continual improvement. In order to improve, you must first decide what to improve, then decide how to track it. Clause 5.4.1 states that quality objectives must be measurable. Clause 8.1 requires monitoring, measurement, analysis and improvement of processed to continually improve the effectiveness of the quality management system (among other things). Clause 8.4 requires you to determine, collect and analyze appropriate data. 

Below is a sample of the kinds of things you can select to monitor, measure and analyze to continually improve the effectiveness of your QMS. One important note: Clause 8.1 begins with "The organization shall determine..." You do not have to measure everything! Only those metrics that you determine are valid for continual improvement. As improvement is made, you can also change what you will measure. Just make sure there is a business case for your measurables.  It will do you no good to measure something just for the sake of measuring (we see that enough in SPC -- but that is a different subject!)

As part of our implementation assistance, we help you determine which measurables are best for you. We also give guidance on how best to track them, and how to develop action plans, based on your analysis.