9.1 Monitoring, Measurement, Analysis and Evaluation
9.1.1 General
AGE has determined which aspects of its Quality Management System must be monitored and measured, as well as the methods to utilize and records to maintain, within this Quality System Manual and subordinate documentation.
Monitoring and measurement of the processes (as defined in Section 4.4) ensure that Management evaluates the performance and effectiveness of the Quality Management System itself.
9.1.2 Customer Satisfaction
As one of the measurements of the performance of the management system, AGE monitors information relating to customer perception as to whether the organization has met customer requirements.
AGE actively solicits and monitors customer satisfaction. It is the responsibility of AGE management to measure and analyze customer satisfaction data.
Customer Satisfaction Measurement Methods
| Method | Description |
|---|---|
| In-person customer meetings | Regular visits with a detailed customer visit report generated by the company representative |
| Email and telephone interactions | Customer satisfaction data distributed to AGE management via email |
| Periodic surveys | Customers and vendors surveyed using QSF-9.1.2 and 9.1.3 |
| External sources | CPARS (Contractor Performance Assessment Reporting System) when available |
All customer satisfaction data below the level of “Completely Satisfied” shall be:
- Logged
- Reviewed at the management review meeting
The corrective and preventive action system shall be used to develop and implement plans for customer satisfaction improvement.
9.1.3 Analysis and Evaluation
AGE analyzes and evaluates the data and information arising from monitoring and measurement in order to evaluate:
| Item | Evaluation Area |
|---|---|
| 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 |
The need for data analysis techniques required for establishing, controlling, and verifying process capability, product characteristics, vendor performances and customer satisfaction shall be identified wherever required contractually or as required for implementation of the AGE Quality System.
Statistical techniques used may be defined in appropriate documented procedures; in all cases, the methods are based on established standards or are otherwise determined to be statistically valid.
Reference Forms
| Form | Description |
|---|---|
| QSF-9.1.2 | Customer Satisfaction Survey |
| QSF-9.1.3 | Vendor Satisfaction Survey |