MRF Name / Logo

MP12 – Monitoring, measurement and

improvement

Section Release/Amendment summary Issue Date

All Initial issue 1.0 dd/mm/yy

Approved:

Management Representative

Note: Within this manual template, red italic text should be replaced by MRF specific information and any
guidance in ‘text boxes’ should be implemented.

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1 Purpose

This procedure describes the processes for customer satisfaction monitoring, the monitoring and measurement of
processes, the implementation of corrective and preventive actions (including the management of customer complaints)
and the continual improvement of Management System (MS) effectiveness.

The procedure also gives an overview of analysis of data activities and should be read in conjunction with Environmental,
Legal and Communication Aspects procedure MP08.

2 Scope

This procedure contains the following sections:

5.1 Customer satisfaction

5.2 Process monitoring and measurement
5.3 Analysis of data and evaluation of compliance
5.4 Control of non-conformity
5.5 Continual improvement
5.6 Corrective action
5.7 Preventive action

Appendix 1 – Customer complaints flowchart

Appendix 2 – Corrective action, improvement and customer satisfaction flowchart

3 Definitions and glossary

MR - Management Representative
QEA - Quality and Environmental Auditor
CSAT - Customer Satisfaction

4 Responsibility

The MR is responsible for the overall implementation of this procedure, including the gathering of customer satisfaction
data and the implementation of improvement activity. The MR is also responsible for planning and overseeing
Environmental Objectives, Targets and Programmes (see procedure MP08).

The Quality and Environmental Auditor (QEA) is responsible for the monitoring of MS effectiveness through audit and
process review.

5 Procedure

5.1 Customer satisfaction

All feedback from customers is monitored and analysed to ascertain customer satisfaction. Any service problems or
improvement suggestions can be received by any member of staff. A record of correspondence related to significant
feedback is maintained on a Quality and Environmental Report form ( MFyy).

All customer feedback resulting from perceived dissatisfaction in relation to the supply of services is recorded on a Q&E
Report form and is identified as a customer complaint. Appropriate information is recorded on the Q&E Report form to
identify the customer, problem type and initial corrective action.

The Q&E Report form is completed with corrective and preventive actions resulting from the analysis of the issue raised.
Results of the investigation and where required, subsequent corrective action is fed back to the customer. All corrective
action is to be reviewed by the MR before full implementation.

The Q&E Report form may also to be used to record positive customer ISO 9001 requires the organisation to
feedback and suggestions, including those received through Customer monitor information in relation to the
Satisfaction Surveys (CSS) MFxx. All customer related Q&E Reports are customer’s perception as to whether
reviewed at least quarterly to ascertain whether customer requirements are requirements have been met. This can
being met and to identify possible opportunities for improvement. include satisfaction surveys, customer data
on delivered product / service quality, lost
CSS’s may be sent to various customers / customer organisations on business analysis, compliments and
conclusion of a significant supply activity. Customer satisfaction feedback is industry sector reports.
also obtained through the company website via email. The method for
analysing the results from the CSS will be defined in associated data analysis reports.

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5.2 Process monitoring and measurement

Quality and environmental processes and procedures are verified by internal audit and process monitoring – this includes
key characteristics of the business that can have a significant environmental impact. These measures are used to monitor
quality, environmental and operational processes to determine that planned results have been achieved including
conformity with MRF Name’s environmental objectives and targets. Audit non-conformities and their associated corrective
actions are recorded on an Audit Report form (MFaa). Further details are given in the management procedure, MP11
Internal Auditing.

Where process monitoring and review identify that planned results are not being achieved or performance could be
improved, the NC or improvement suggestion is recorded on a Q&E Report form ( MFyy). Where appropriate, corrective or
preventive action is taken to ensure continued conformity of service.

5.3 Analysis of data and evaluation of compliance

Appropriate data is determined, collected and analysed to demonstrate the effectiveness of the MS and operational
processes. This data is then used to evaluate where improvements in management system effectiveness can be made.

The data generated from monitoring and measurement or other relevant sources is analysed to provide performance
information relating to:

 Customer satisfaction.
 Conformity of service requirements.
 Trends/ characteristics of processes and services, and opportunities for preventive action.
 Sub-contract / service provider performance.

Results of data analyses are reviewed at six monthly Management Review meetings.

The evaluation of compliance with applicable legal requirements is included in the internal auditing activity and
Management Review. This also includes other requirements to which MRF Name subscribes – these other requirements are
generally included on / referenced from the Environmental Objectives, Targets and Programmes table.

5.4 Control of non-conformity

Where a non-conformity is identified with the activities and services provided by MRF Name, this will be recorded on a Q&E
Report for MFyy, investigated and acted upon as appropriate. All such instances are subject to review in line with the
degree of concern. Records of non-conformity are maintained and analysed as part of Management Review. Products or
services are reviewed by authorised staff in order to determine any remedial action and any remedial work is subsequently
inspected.

In the unlikely event that a service may not fully meet specified requirements, but is still acceptable to the client, this will
be reported on a concession (Q&E Report MFyy) as appropriate. Records of any concessions will be held by the
Management Representative.

Where non-conformity has an environmental aspect or has resulted in an emergency situation that has an environmental
impact, this will be dealt with in accordance with Emergency Response Procedure MP07 and, where appropriate, the MRF
Name Business Continuity Plan.

5.5 Continual improvement

The effectiveness of the MS is continually improved through the review of Quality and Environmental Policy Statement and
Quality and Environmental Objectives, the analysis of audit results, corrective and preventive actions, customer feedback
and associated data.

Improvement suggestions can also be documented by any member of staff on a Quality and Environmental Report form
(MFyy). Improvement actions are also reviewed and documented as an output of the Management Review.

If the Quality and Environmental Objectives have been reached and can be maintained, then the targets are stretched to
ensure that the company meets its objective of continual improvement and performance growth. The MR is responsible for
planning and overseeing Environmental Objectives, Targets and Programmes in accordance with procedure MP08.

5.6 Corrective action

Any non-conformities are analysed to develop corrective actions which eliminate root cause and prevent re-occurrence.

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This reporting procedure includes the activities and requirements for:

 Reviewing N/C, including customer complaints.

 Determining the cause of N/C.
 Evaluating the need for action to prevent re-occurrence.
 Determining and implementing action needed.
 Recording results of action taken.
 Review of corrective action implemented.

Records of corrective actions are reviewed at six monthly Management Review meetings to establish if any trends can be
identified. If so, these trends are used to allocate resources for corrective actions and improvement activities.

Any changes to management system procedures found necessary are implemented, verified and recorded as appropriate.

5.7 Preventive action

A review of key processes is conducted through audit or as indicated by quality data. This review is used to identify and
eliminate potential nonconformities. The implementation and maintenance of effective management system procedures is
also part of preventive action planning.

In addition, a process of continuous review is applied to all services and processes to identify possible improvement
opportunities.

Appropriate sources of information such as management system procedures and instructions, audit results, project records,
Q&E Reports and satisfaction surveys are used to detect, analyse and eliminate potential causes of nonconformity.

Preventive actions and improvement suggestions are recorded on the Q&E Report form
(MFyy). All Q&E Reports are reviewed at Management Review meetings and the need for action to prevent nonconformity
is evaluated. The results of any preventive action taken are recorded on the Q&E Report form and the effectiveness of the
preventive action reviewed.

6 Related documents

 Environmental, Legal and Communication Aspects procedure MP08.

 Customer Satisfaction Surveys (CSS) MFxx.
 Quality and Environmental Report Form MFyy.
 Emergency Response Procedure MP07.

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Appendix 1 - Customer complaints flowchart

Written Customer feedback

complaint received

Complaint routed
to MR / MD

Complaint
documented on Q&E report
Q&E report MFyy

Related customer
information attached
(A/R)

Complaint investigated Updated Q&E

and corrective / report MFyy
preventive action
documented

Feedback /
corrective action
given to customer

Effectiveness of action
reviewed (MR/MD)

Complaints trends reviewed

at management review

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Appendix 2 – Corrective action, improvement and customer satisfaction flowchart

Significant contract
Service non-conformity completed / key
identified customer identified

Q&E report Non-conformity

MFyy recorded on Q&E Satisfaction survey
report and covering letter Satisfaction
sent out survey MFxx

Significant internal Customers complete

improvement or surveys and return
corrective action
identified

Survey returns
Raised by
Q&E report analysed and Data analysis
originator / MR
satisfaction level report
calculated

Passed to/reviewed Satisfaction trend Objectives

by MR plotted against
objective

Updated Q&E Actions (if any)

report agreed and
recorded. Q&E Any significant
issues captured and Q&E report
report updated
tracked using Q&E
report form

Results fed back

to originator

Q&E report
reviewed,
closed and filed

Q&E reports and

satisfaction trends
reviewed at management
review

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