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Performance Indicator

PERFORMANCE INDICATORS

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71 views4 pages

Performance Indicator

PERFORMANCE INDICATORS

Uploaded by

NICOLAS
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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International Organization for Standardization International Accreditation Forum

Date: 10 December 2014

Accreditation Auditing Practices Group


Guidance on:
Possible indicators of CAB performance
1. INTRODUCTION

This paper provides a set of key performance indicators which may serve Conformity
Assessment Bodies (CABs) in the analysis of their own performance, including the
performance of their auditors and other personnel involved in certification activities.
Some of these indicators could provide an insight into the effectiveness of a CAB's
processes.

It aims at establishing good practice for performance evaluation by outlining the key
performance indicators that are most applicable to the certification process.

2. INDICATORS

An indicator refers to a trend or a fact that indicates the state or a level of certification
activities.

CABs may gather and analyse any data on the performance of their activities. The
nature and amount of such data depends on a lot of factors, including organizational
culture, external requirements, level of IT capability. It is important to ensure that
these data are comprehensive, reliable, appropriately analysed and acted upon.

The sustainable success of a CAB depends on its abilities to satisfy the needs and
expectations of all its stakeholders (including clients, end-users of its products,
regulators, ABs, the CAB's personnel, investors or owners of the CAB, suppliers to
the CAB, the public) in a balanced way. Therefore it is important that their
performance indicators are constantly measured and monitored.

The following indicators could be considered as relevant to any CAB:

2.1 Client feedback

There are a lot of methods for obtaining client feedback. CABs should refer to the
following ISO standards:

© ISO & IAF 2014 – All rights reserved


www.iaf.nu; www.iso.org/tc176/AccreditationAuditingPracticesGroup
− ISO 10001 Customer satisfaction - Guidelines for codes of conduct for
organizations provides guidance to an organization in determining if its customer
satisfaction provisions meet customer needs and expectations. Its use can
enhance customer confidence in an organization and improve customer
understanding of what to expect from an organization, thereby reducing the
likelihood of misunderstandings and complaints.

− ISO 10002 Customer satisfaction - Guidelines for complaints handling in


organizations provides guidance on the process of handling complaints by
recognizing and addressing the needs and expectations of complainants and
resolving any complaints received. It provides an open, effective and easy-to-use
complaints process including personnel training. It also provides guidance for
small businesses.

− ISO 10003 Customer satisfaction - Guidelines for dispute resolution external to


organizations provides guidance for effective and efficient external dispute
resolution for product-related complaints. Dispute resolution gives an avenue of
redress when organizations do not remedy a complaint internally. Most
complaints can be resolved successfully within the organization, without
adversarial procedures.

− ISO 10004 Customer satisfaction - Guidelines for monitoring and measuring


provides guidelines for actions to enhance customer satisfaction and to identify
opportunities for improvement of products, processes and attributes that are
valued by customers. Such actions can strengthen customer loyalty and help
retain customers.

2.2 Complaints

The volume, frequency, location and types of complaints received in a given time
period give valuable insight into the client experience. The proportion of open
complaints and the adequacy of planned corrective actions may be analysed in
conjunction with trend and root cause analysis of all complaints. The goal of such
analyses is to provide a course of action which turns knowledge about client needs
and preferences into value-added service characteristics and simultaneously
improves internal processes. CABs should refer to the following:

− ISO 10002 Customer satisfaction - Guidelines for complaints handling in


organizations (as previously cited above)

− The ISO 9001 Auditing Practices Group paper Auditing Customer Complaints

2.3 Audit findings

The objective of an audit is to provide a true reflection of a client's operations and the
level of conformity against a standard; hence, the clarity, justification and
classification of audit findings are especially important aspects of such a service.

Analysing audit findings (positive and negative) to identify the trends and link them

© ISO & IAF 2014 – All rights reserved


www.iaf.nu; www.iso.org/tc176/AccreditationAuditingPracticesGroup
with the individual auditors, report reviewers, or certification decision makers will
assist CABs in improving their services to their clients.

2.4 Auditor utilisation

As a CAB's main resource, auditors should be utilised efficiently to achieve desirable


business performance. The auditors have to be provided appropriate time for pre
and post audit activities. A CAB should be able to monitor the time allocated to the
following activities:

− planning an audit
− preparation for an audit
− on-site auditing
− reporting
− reviewing the responses from a client
− follow-up activities
− client complaints resolution

These data may be collected and analysed.

The duration for the rotation of auditors may be established by CABs based on the
analysis of their auditor performance.

2.5 Training

To deliver maximum value to clients, personnel involved in certification are


trained and evaluated for competency in their respective area of functions. The
budget allocated for training for the personnel involved in certification is one of the
important indicators of a CAB’s performance.

2.6 Client loss

The trends and reasons for client loss may be monitored and analysed to evaluate
their impact on a CAB.

2.7 Auditor retention


The reasons for auditors leaving the employment of a CAB may be analysed to
determine if there are any underlying issues or concerns that need to be addressed.

---------------------------------------------------------------------------------------------------------------------------

For further information on the Accreditation Auditing Practices Group, please refer to the
paper: Introduction to the Accreditation Auditing Practices Group

Feedback from users will be used by the Accreditation Auditing Practices Group to
determine whether additional guidance documents should be developed, or if these current
ones should be revised.

Comments on the papers or presentations can be sent to the following email address:
[email protected].

© ISO & IAF 2014 – All rights reserved


www.iaf.nu; www.iso.org/tc176/AccreditationAuditingPracticesGroup
The other papers and presentations may be downloaded from the web site:
www.iso.org/tc176/AccrediationAuditingPracticesGroup

Disclaimer

These papers have not been subject to an endorsement process by the International
Organization for Standardization (ISO), the ISO Policy Committee for Conformity
Assessment (ISO/CASCO), ISO Technical Committee 176, or the International Accreditation
Forum (IAF).

The information contained within them is available for educational and communication
purposes. The Accreditation Auditing Practices Group does not take responsibility for any
errors, omissions or other liabilities that may arise from the provision or subsequent use of
such information.

© ISO & IAF 2014 – All rights reserved


www.iaf.nu; www.iso.org/tc176/AccreditationAuditingPracticesGroup

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