Abstract
Chapter 9 is dedicated to the control, analysis and evaluation of the service provision. This is intended to ensure that customer satisfaction as well as product and service conformity are maintained. The main instruments for evaluating performance are measurements and analysis, auditing and management evaluation.
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Notes
- 1.
cf. ISO 9001 (2016), p. 2.
References
CEN-CENELEC Management Centre: EN 9100:2018—Quality management systems—Requirements for aviation, space and defence organisations. Brussels (2018)
CEN-CENELEC Management Centre: EN 9120:2018—Quality Management Systems—Requirements for aviation, space and defence distributors. Brussels (2018)
International Organisation for Standardisation and International Accreditation Forum: ISO 9001 Auditing Practice Group: Guidance on: Customer feedback. 13.01.2016 (2016)
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Hinsch, M. (2020). Performance Evaluation. In: Guideline for EN 9100:2018 . Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-61367-2_9
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DOI: https://doi.org/10.1007/978-3-662-61367-2_9
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