9.1.3、分析与评价
组织应分析和评价通过监视和测量获得的适当的数据和信息。
注:适当的数据可以包括外部报告中关于产品和服务的问题的信息(如政府或行业通报、公告等)。
应利用分析结果评价:
a)产品和服务的符合性;
b)顾客满意程度;
c)质量管理体系的绩效和有效性;
d)策划是否得到有效实施;
e)应对风险和机遇所采取措施的有效性;
f)外部供方的绩效;
g)质量管理体系改进的需求。
注:数据分析方法可包括统计技术。
9.1.3、Analysis and Evaluation
The organization shall analyze and evaluate appropriate data and information arising from monitoring and measurement.
NOTE: Appropriate data can include information on product and service problems reported by external sources (e.g., government/industry alerts, advisories).
The results of analysis shall be used to evaluate:
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.
NOTE: Methods to analyze data can include statistical techniques.