4. Controlling non-conformities

The main sources of improvement are :

• observation of internal and external failures ;

• observing the effectiveness of the QMS ;

• detailed analysis of indicators from process activities (this information comes from personnel or work tools);

• systematic analysis of data "automatically" derived from personnel and processes, providing continuous measurements.

• These first two sources of improvement (customer complaints, rejects, rework, QMS malfunctions) come quickly to mind when we think of evaluating quality improvement.

  This information is collected by :

  • the recording of errors or faults that occur (internal and external...