The organisation is required to plan and implement the monitoring, measurement, analysis and improvement processes required for demonstrating conformity with product requirements and quality management systems and to continuously improve the effectiveness of the quality management system. (DIN EN ISO 9001:2008, 8. – page 39).
The "measurement, analysis, and improvement" process category describes the business processes by which the organisation checks the product quality and ensures continuous improvements in the quality of the processes and how customer satisfaction is monitored, measured and analysed in defined time intervals.
To provide evidence of the product's conformity with the defined specifications, the organisation determines the required monitoring and measurement processes and the means required to complete these processes. (…) (DIN EN ISO 9001:2008, 7.6. – pages 37, 38).
The product quality is ensured by planning the necessary inspections according to defined criteria, by inspecting the produced components, assemblies, and complete machines in accordance with inspection instructions and, last but not least, by removing defective products from the production flow for further examination of the non-conformity.
As a measure to gauge the effectiveness of the Quality Management System, the organisation must assess information relating to customers’ perceptions as to whether their needs have been met by the organisation. Methods for obtaining and using these data must be defined (DIN EN ISO 9001:2008, 8.2.1. – page 40).
Finally, the business process of measuring customer satisfaction shows how we assess customer complaints & product monitoring and as to how we create and analyse customer surveys.