ISO 9001 Clause 9 – Performance Evaluation

ISO 9001 Clause 9 - Management Review

Hey there, are you interested in ISO 9001? Well, you’re in the right place. This blog covers ISO 9001 Clause 9, to be exact. This blog is in fact part of a mini-series where the ISO 9001 standard is put under the spotlight and examined really closely. If you haven’t looked at the other blogs or videos, then I highly recommend to view them to gain a better understanding of what ISO 9001 is all about.

So without much further ado let’s start with this blog about ISO 9001 Clause 9. If you’re more of a listener, you can go ahead and listen to the video. They’re exactly the same.

ISO 9001 Clause 9 is split into 3 main sections:

  • ISO 9001 Clause 9.1 | Monitoring, Measurement, Analysis and Evaluation
  • ISO 9001 Clause 9.2 | Internal Audit
  • ISO 9001 Clause 9.3 | Management Review

ISO 9001 Clause 9.1 | Monitoring, Measurement, Analysis and Evaluation

ISO 9001 Clause 9 .1 talks about monitoring, measurement, analysis and evaluation. The standard says that the organization shall determine what needs to be monitored and measured, what methods for monitoring, measurement, analysis and evaluation are needed to ensure valid results.

And effectively here we are considering two main things. First of all, we have the quality objectives which have already been discussed in clause 6 .2. That is definitely one of the main places where we are going to monitor the performance evaluation.

But then we have other metrics for example, metrics relating to processes, metrics relating to quality, any other KPIs relevant to your organization we need to define those and make sure that we have an agreed way in which such performance evaluation will be monitored.

The standard says that the organization shall evaluate the performance and effectiveness of the quality management system and that it shall be retained as documented information. The performance of the quality management system, in my opinion, should be monitored through the quality objectives and that has been already discussed in clause 6, as I have mentioned.

Therefore, no particular action is needed to meet the requirements of ISO 9001 Clause 9.1.1 as this is rather repetitive. By now, we have become accustomed to the standard repeating itself every so often.

ISO 9001 Clause 9.1.2 | Customer Satisfaction

Now we can move on to ISO 9001 clause 9 .1 .2, which talks about customer satisfaction. We have to monitor customer satisfaction and the organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. This is what is stated by the standard.

This is a very interesting statement which talks about the perception. So, the perception can be or cannot be accurate, but that’s what we have to understand. Do clients feel like they were treated fairly by our organization?

Do they think that we’ve managed to meet their needs successfully? The standard goes on to say that the organization shall determine the needs for determining the methods for obtaining monitoring and reviewing this information.

There are different ways in which we can get customer feedback. For example, customer surveys, customer feedback on delivered products and services, meeting with customers, one -to -one meetings, and focus groups. We can also have market share analysis, compliments, warranty claims and dealer’s reports. We can have feedback on our social media. We can analyze the amount of clients generating repeat business. We can analyze the number of referrals.

There are different ways in which we can check whether clients are happy with our service.

ISO 9001 Clause 9.1.3 | Analysis and Evaluation

This sub-clause talks about analysis and evaluation. This includes some of the elements that we have to evaluate. For example, conformity to products and services, the degree of customer satisfaction, the performance and effectiveness of the QMS, the quality management system.

All of these topics have been mentioned in other clauses in the standard. And once again, there is nothing else you need to do to meet the requirements of ISO 9001 clause 9 .1 .3 if you are meeting the requirements of other clauses.


Whether you’re after ISO Certification, internal audits, or results-oriented consultancy, Luke has the plan for you. Reach out to him and start your journey today.
ISO Consultant in Malta


Luke has a plan for you whether you want ISO certification, internal audits, or results-oriented consulting. Contact him immediately to begin your adventure.

ISO 9001 Clause 9.2 | Internal Audit

Here the standard is asking us to do an internal audit. And if you notice, it says that the organization shall conduct internal audits at planned intervals. It refrains from specifying the interval. So it does not say that you need to do an internal audit every month, year or couple of years. However, we have to take a risk -based approach when determining the frequency of the planned intervals that are relevant to your organization.

This topic is already covered in past blogs so to refrain from repeating myself, here’s a link to such resources.

ISO 9001 Clause 9.3 | Management Review

Clause 9.3.1 tells us that once again we have to determine planned intervals at which we’re going to review the quality management system to make sure that it’s still relevant to the strategic direction of the organization and in clause 9 .3 .2, we effectively create the agenda for a management review meeting.

The management review meeting doesn’t have to be a single meeting where we discuss all of these topics. We just have to make sure that all of these topics are discussed at planned intervals. How I like to do it with my clients is that we sit down and we talk about all of these topics in one sitting, given that we would have the information all available in our hands, and that we can simply discuss the data and make decisions on how to improve the quality management system.

Granted, for larger organizations employing possibly hundreds or even thousands of people, doing the management review in one sitting might not be extremely feasible.

Finally, we have the outputs of the management review where effectively we need three things. We need to identify any opportunities for improvement because that’s the whole aim of having a management system in the first place.

And then the next step is to have a management review meeting were you are reviewing the performance of your management system. The main aim is to find further ways in which you can improve your organization and quality management system. Another output of the management review is to identify any need for changes in the quality management system and any resources that are needed to implement the actions that would have been discussed within the management review.

Here we are saying once again that the organization shall retain documented information as evidence of the results of management reviews, meaning that all communications, all conversations that spare from talking about any of the inputs that we have discussed in clause 9 .3 .2, we need to have evidence, we need to have some type of information at hand so that the auditor will be able to have evidence that such management review meeting was done.

That is all I had for you for this video about ISO 9001 Clause 9. If you have any questions, make sure to reach out, I’ll be more than happy to help you out.

WANT  TO LEARN MORE ABOUT ISO 9001 Clause 9? test

Make sure to follow the mini series that delves deep into the understanding of ISO 9001. Each clause is studied closely to ensure a full understanding of what is required by the organization.

Read more about how to get ISO certified with Luke Desira here. Otherwise, you can also read about the difference between implementing ISO in a large company versus implementing ISO in a small firm.

If you are searching for information on different types of ISO certification, read more here, and find out about the 10 pitfalls that you may encounter during the implementation process of different types of ISO certification.

Don’t forget to follow us on our Facebook and LinkedIn profiles, and subscribe to our Youtube Channel for more great content.

That is it from my end, let’s keep building processes and uncover the definition of ISO through optimised systems!

Book a Free 15 minute discovery call

Select a date and time to schedule a free 15 minute discovery call with Luke Desira.

Message Luke through an email


Give Luke a call

+356 7920 6686

Related Articles

Clause 10 of ISO 9001
ISO 9001

Close Examination | Clause 10 of ISO 9001

Clause 10 of ISO 9001 is the final clause of the standard. Clause 10 of ISO 9001 talks about improvement and the purpose of this blog is to give more information about this particular clause by going through what the standard says in this clause. Here, you can either listen to the video where Luke

Read More »
ISO 9001 Clause 8
ISO 9001

ISO 9001 Clause 8 Shining a Light on Key Processes

The scope of this blog is to go into great detail about ISO 9001 clause 8. Now given that ISO 9001 clause 8 talks about the key processes of your organization, this blog will cover the sales, purchasing, operations and design processes of your organization. In this blog, an overview will be given about each

Read More »
ISO 9001 Clause 6.
ISO 9001

Taking a Closer Look at ISO 9001 Clause 6

By now, you may have realised that ISO is a business management process that is not so complex, right? If tackled well, It is easier than many expect. In this blog, we will be talking about ISO 9001 Clause 6. However, if you are interested in other clauses within this standard I invite you to

Read More »
Scroll to Top