ISO 9001/ISO 9004 and Knowledge Management

Decisions should be based on analysis of data obtained from measurements and information collected In this context, the organisation should analyse data from its various sources to assess performance against plans, objectives and other defined goals, and to identify areas for improvement including possible benefits for interested parties/stakeholders

Decisions based on facts require effective and efficient actions such as

- valid analysis methods,

- appropriate statistical techniques, and

- making decisions and taking actions based on results of logical analyses, as balanced with experience and intuition.

Analysis of data can help to determine the root cause of existing or potential problems, and therefore guide decisions about the corrective and preventive actions needed for improvement.

For an effective evaluation by management of the total performance of the organisation, data and information from all parts of the organisation should be integrated and analysed. The organisation's overall performance should be presented in a format that is suitable for different levels of the organisation. The results of this analysis can be used by the organisation to determine

- trends,

- customer satisfaction, - satisfaction of other interested parties, effectiveness and efficiency of its processes, - supplier contribution,  success of its performance improvement objectives,  economics of quality, financial and market-related performance,benchmarking of its performance, and  competitiveness.