9.1 Monitoring measurement, analysis and evaluation
TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting shall determine:
- What needs to be monitored and measured;
- The methods for monitoring, measurement, analysis and evaluation needed to ensure valid results;
- When the monitoring and measuring shall be performed;
- When the results from monitoring and measurement shall be analysed and evaluated.
TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting shall evaluate the performance and the effectiveness of the quality management system.
TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting shall retain appropriate documented information as evidence of the results.
9.1.2 Customer satisfaction
TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting shall monitor customer’s perceptions of the degree to which their needs and expectations have been filled. TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting shall determine the methods for obtaining, monitoring and reviewing this information.
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, dealer reports and completed IAR (Improvement Action Request forms).
9.1.3 Analysis and Evaluation
9.2 Internal Audit
TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting shall conduct internal audits at planned intervals to provide information on whether the quality management system:
a) conforms to:
1) TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting ’s own requirement for its quality management system;
2) The requirements of this International Standard;
b) Is effectively implemented and maintained.
9.2.2 The organisation shall:
- plan, establish, implement and maintain an audit programme(s) including the frequency, methods, responsibilities, planning requirements and reporting, which shall take into consideration the importance of the processes concerned, changes affecting the organization, and the results of previous audits;
- define the audit criteria and scope for each audit;
- select auditors and conduct audits to ensure objectivity and the impartiality of the audits process;
- ensure that the results of the audits are reported to relevant management;
- take appropriate correction and corrective actions without undue delay;
- retain documented information as evidence of the implementation of the audit programme and the audit results.
9.2.3 Audit Programme and Procedure
This procedure outlines the Internal Audit Programme for TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting Quality System.
The entire Quality System is audited, at least, annually. This audit ensures that the Quality System documentation adequately defines the needs of the business, that the documented procedures are practical, understood and followed and that training is adequate.
Each Department is audited at least annually, according to the schedule in Section 9.2.5 of this procedure.
An audit may be designed to demonstrate that a particular Quality System element is functioning in accordance with the documented Quality Assurance Manual Procedure across the Company or Department. This is conducted by assessing the degree of implementation of the documented procedure.
Procedural statements are turned into questions and the answers received determine if the procedure is fully implemented. Non-compliance with a Quality Procedure is recorded in the Audit Report.
An audit may be designed to demonstrate that all stages of a selected specific job comply with all the documented procedures necessary to complete that job. This is conducted by reviewing a completed job and ensuring that all the relevant documentation has been completed correctly. Non-compliance with a documented procedure is recorded in the Audit Report.
An audit may be designed to demonstrate compliance of each individual task with the relevant Process Procedure. This is conducted by observing personnel carry out a specific documented task. Non-compliance with the documented Process or Technical Procedure is recorded in the Audit Report.
An audit may be any combination of the aforementioned depending on the importance of a particular part to the Quality System.
The outcome of an Internal Quality Audit, as documented in the Audit Report is reviewed at the Management Review Meeting. The Corrective Action Requests, resulting from the audit, are also reviewed to confirm their implementation and the effectiveness of the action taken.
9.2.4 Audit Reports
This procedure outlines the reporting of Internal Audits as performed by TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting.
All Internal Audits are formally reported, the report format being of the "exception" type. Exception reporting consists of only detailing actual non-compliance or points of concern that require follow-up action. However, a copy of the auditor's notes are retained on file to show the scope of the audit.
A copy of each Internal Audit Report is circulated to the Managing Director, General Manager and a copy retained by the Quality Manager.
Corrective Action Requests, resulting from the Audit Report, are raised by the auditor and given to the Quality Manager for implementation.
The auditor is responsible for ensuring:
- Interim measures are implemented to minimize problems until a raised corrective action is completed.
- Corrective Action Requests raised from the audit are addressed and the resulting action implemented within a suitable time frame.
9.2.5 Approved Auditors
This procedure details personnel able to perform Internal Audits on the TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting Quality System.
Audits can only be carried out by individuals who are independent of the function being audited and are appropriately trained.
Audits may be carried out by authorized individuals nominated by the Managing Director or Quality Manager. These individuals must have a comprehensive understanding of Processes and should be independent of the activity being audited.
9.2.6 Audit Schedule
This procedure details the audit schedule to be followed for the performance of Internal Audits on the TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting Quality System.
The entire TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting Quality System will be audited annually in the period May - June.
The individual departments of TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting will be audited annually in the period May – June.
9.3 Management Review
Senior Management shall review the Quality Management System at planned intervals, to ensure its continuing suitability, adequacy, effectiveness and alignment with the strategic direction of the company.
9.3.2 Management Review Inputs
The Management review shall be planned and carried out taking into consideration:
- The status of actions from previous management reviews;
- Changes in internal and external issues that are relevant to the QM;
- Information on the performance and effectiveness of the QMS, including trends in:
- Customer satisfaction and feedback from relevant interested parties;
- The extent to which quality objectives have been met;
- Process performance and conformity of products;
- Nonconformities and corrective actions;
- Monitoring and measurement results;
- Audit results;
- The performance of external providers.
- The adequacy of resources;
- The effectiveness of action taken to address risks and opportunities;
- Opportunities for improvement.
9.3.3 Management Review Outputs
The outputs of the management review shall include decisions and actions related to:
- Opportunities for improvements;
- Any need for changes to the QMS;
- Resource needs.
TR Lord and Associates t/a AVO New Zealand, LORD Power Equipment and LORD Consulting retains documented information as evidence of the results of management reviews.