9.1 Monitoring, measurement, analysis and evaluation
Requires an organisation to decide what needs to be monitored and measured to ensure they fully understand the performance of their management system. The organisation shall monitor their customer’s satisfaction in relation to their opinion of their products and services and they shall analyse and evaluate data and information relevant to their business and management system operation.
9.2 Internal audit
Requires an organisation to carry out internal audits of their management system at regular intervals and to create a structure to plan, establish, implement and maintain an audit programme that will detail the objectives of the audit programme including the scope, who will be carrying out the audit and when they will take place. Results of these audits will be made available to senior managers to review at their management review meeting.
9.3 Management review
Requires an organisation’s top management to review the organisation’s management system at regular intervals using information gathered during the review period.