1. What are we talking about?
The concept of performance is explained as follows in the ISO 9001:2015 standard.
Performance can be linked to quantitative or qualitative results.
Performance may relate to the management of activities, processes, products, including services, systems or organizations.
So defined, let's recognize that the term "performance" is technical and not at all oriented. The quantity of production per hour fits the definition just as well as the level of customer satisfaction or the amount of electricity consumed per month. However, these indicators are not all equally important for the company, are they?
It is therefore up to each company to specify its areas of performance and, within these, those which are integrated...
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Reference standards
ISO 9000:2015 – Quality management systems – Essential principles and vocabulary
ISO 9001:2015 – Quality management systems – Requirements
ISO/TS 9002:2016 – Quality management systems – Guidelines for the application of ISO 9001:2015
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