9. Performance evaluation

Say what you are going to do, do as you described, proof that you did it just like that, and… evaluate if it gave the desired result. If this performance evaluation shows room for improvements… well, that is what a management system is all about, continuous improvement.

To embed this concept in the high level structure for management system standards, clause 9 was included. Clause (9.1) is about what should be monitored in general, and (9.1.2) describes the compulsory monitoring of client satisfaction were 9.1.3 tell that you should actually analyse and evaluate your monitoring results, seems logic.

Clause (9.2) requires organizations to perform internal audits and (9.3) involves the board in the revision process with certain predetermined inputs and outputs.

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