ISO 9004:2018
Analysis and evaluation of an organization's performance – ISO 9004:2018

ISO 9004:2018 10.2: Performance indicators

What does 10.2 require?

The organization should measure and analyse how far it is progressing toward its mission and vision, and toward its policies, strategy and objectives, at every level. This process should supply information for evaluation and decisions and use suitable indicators and monitoring methods. Collection methods should be practical, for example monitoring process variables and product characteristics, risk assessments, performance reviews that cover external providers and partners, and surveys of interested party satisfaction. Measurable KPIs should be accurate and reliable, support strategic and operational decisions, be cascaded through functions and levels, fit the organization and its strategy, reflect risks and opportunities, and trigger action plans and improvement.

Maintained by Gerard Blokdyk

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