QUESTION:
From: Valser Oil and Gas
Sent: Sept. 20, 2012
To: ATCS – Ask the Expert
Subject: ISO TS29001/API Q1, Clause 8.4, Measurement, Analysis and Improvement
Valser Oil and Gas asks the following about ISO TS29001/APIQ1 :
API Q1, clause 8.4, identifies four areas that must be monitored for improvement. These areas include customer satisfaction, product conformity, process trends and supplier performance. Should internal audit results be used? I would appreciate it if you would describe these 4 areas and the type of information needed. Thank you.
RESPONSE:
From: Bill Aston, ATCS –Q-Blog, Ask the Expert
Sent: Sept. 20, 2012
To: Valser Oil and Gas
With regard to your question, ISO TS2900/API Q1, clause 8.4, requires the organization to determine, collect and analyze appropriate data to demonstrate the suitability and effectiveness of the quality management system and to evaluate where continual improvement of the effectiveness of the quality management system can be made. This includes but is not limited to the following items.
1) Customer satisfaction
- Some of the ways to measure and monitoring customer satisfaction include.
Comment: Results of customer surveys (complaints and compliments), feedback from phone calls, email, face to face meetings, repeat business, warranty claims and on-time delivery performance.
2) Conformity to product requirements
Comment: Key performance indicators for product conformity results may include analysis results of NCR logs, CAR logs as applicable to reject, scrap and repair rates.
3) Characteristics and trends of processes and products including opportunities for preventive action
Comment: Key performance indicators for characteristics and trending of processes and product may include analysis of recurring nonconformance of process and product requirements, customer complaints, late or past due deliveries to customers, increased warranty claims and loss of business opportunity (loss of customer orders).
4) Supplier performance
Comment: Supplier performance may be assessed by monitoring and measuring a supplier’s ability to meet PO requirements (item descriptions), meet PO delivery requirements (delivery dates), tracking the number of CARs issued against a supplier or nonconforming material that must be returned to supplier.
Of course, the key method used to measure and monitor all of the above items should be the organization’s internal audit program. The results of internal audits should be used to guide the continual improvement of the quality management system and to support the identification of opportunities for improvement.
I hope this helps.
Best regards,
Bill Aston, Managing Director
