We have established the critical elements of our business that require monitoring, measuring, analysing and evaluating. Measures include financial, customer service and satisfaction, operational, non-conformance, effectiveness of risk mitigation, quality management system performance and the performance of external providers. Targets and objectives are established. A strategic scorecard is used to collect the data and provide analysis.
Internal audits are conducted to measure the effectiveness of the quality management system. Audits are conducted at defined intervals in accordance with the compliance calendar. Audits are conducted impartially with findings reported to the management team. Actions are documented on the Action Tracker and reviewed at the management review. Where appropriate, root cause analysis is conducted.
Management reviews are conducted as minimum, annually. Inputs to the review include actions from previous meetings, results of internal audits, quality objectives, review of actions to address risks and opportunities, external resource performance review, changes that might affect the quality management system, performance results, changes to internal and external issues, non-conformance and corrective actions from the Action Tracker, customer feedback and any other relevant information. Outputs from the review will be in the form of a report with actions, deadlines and responsibilities.