9. Performance evaluation

9.1 Monitoring, measurement, analysis and evaluation

9.1.1 General

AAPMC applies suitable methods for determining which aspects of the quality management system and its processes are to be monitored, measured and evaluated. The frequency and methods by which our processes are monitored, measured and evaluated is determined and informed by:

• Statutory and regulatory requirements;
• Customer feedback and specification requirements;
• Process and QMS requirements;
• Process performance and audit results;
• Level of risk and types of control measure;
• Trends in non-conformities or corrective actions;
• Criticality for service conformity.

All monitoring, measuring and evaluation outputs are documented and analyzed to determine process effectiveness and to ensure their effectiveness in achieving in-tolerance results, and to identify opportunities for improvement.

• In-process checks relate to both quality control and productivity checks;
• Provision is made for the identification and resolution of non-conformances;
• The emphasis is to prevent any problems which might affect customer satisfaction;
• In-process checks are performed and documented;

Where applicable, records are retained as documented information for a minimum of ten years, as per Aerospace Standards. This documented information includes derails of the final inspection authority to confirm that all critical parameters were in accordance with established requirements and specifications. Additionally, product samples are stored for a minimum of ten years.

Services are not normally delivered until all compliance have been completed and that documented information exists to provide evidence of conformity with acceptance criteria and identifying the person(s) authorising release.

Top Management monitors information and trends relating to customer perception as to whether the organisation has fulfilled the customers’ requirements. Customer complaints, whether received in writing, verbally or electronically through emails are immediately forwarded to the Top Management for action.

Customer survey data along with other customer feedback, including written or verbal complaints and information collected via the customer feedback form are reviewed by the Top Management who initiates appropriate corrective actions. The level of customer satisfaction is monitored using various sources of customer data:

• Analysis of customer complaints;
• Analysis of customer survey.

9.1.2 Customer satisfaction

The organization shall monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. The organization shall determine the methods for obtaining, monitoring and reviewing this information. NOTE Examples of monitoring customer perceptions can include customer surveys, customer feedback on delivered products and services, meetings with customers, market-share analysis, compliments, warranty claims and dealer reports

9.1.3 Analysis and evaluation

Top management and other managers and supervisors collect and analyse data using appropriate statistical techniques to determine the suitability and effectiveness of key quality management system processes applicable to their area(s) of responsibility and to identify opportunities for improvement. At a minimum, data is analysed to assess achievement of the corporate level objectives and customer requirements.

A process is effective and efficient if the desired results are measurably achieved. Effectiveness and efficiency is measured in terms of product quality, process accuracy, delivery schedule performance, cost and budgetary performance, employee function performance against established objectives and levels of customer satisfaction. In order to identify strengths, weaknesses, threats and opportunities in our quality management system, AAPMC monitors and analyzes trends using the following quality data points:

• Characteristics of processes, services and their trends;
• Conformity to product, customer and legal requirements;
• Customer satisfaction and survey data;
• External provider performance data;
• Results of actions taken to address risks and opportunities;
• Effective implementation of QMS planning;
• Improvement opportunities identified during internal audits and management reviews;

Control limits for process and product performance are expressed as objectives and disseminated via documented information as appropriate. AAPMC undertakes corrective action when the data shows a trend toward the defined control limit. Employees, who utilise statistical tools to analyse; measure and verify outputs, are sufficiently competent to ensure proper deployment of these techniques.

9.2 Internal audit

9.2.1 Auditing

Internal audit results are critical inputs that help to assess the effectiveness of our quality management system. AAPMC’s internal audits use risk based thinking and the notion of continual improvement as the main drivers. Internal audits are conducted at planned intervals to determine whether the quality management system conforms our organisation’s planned arrangements and to the requirements of ISO 9001:2015.

AAPMC’s internal audit programme is based upon a strategy that considers the status and importance of each process that comprises our quality management system. The audit frequency is based upon process performance trends, results from previous audits, levels of customer satisfaction, rates of non-conformity and corrective action, etc. to ensure that our Organisation focuses on the aspects that affect product and process conformity the most.

The criteria, scope, frequency and methods of each audit are defined in our audit plan. The selection of trained auditors and their subsequent impartial conduct ensures objectivity throughout the audit process, Each Auditor ensures that:

• The results of each are reported to Top Management;
• That timely appropriate corrective action undertaken where required;
• They retain documented information such as audit checklists and audit reports as evidence of the effective implementation of the audit programme in respect of each audit.

9.3 Management review

9.3.1 General

To ensure the continuing suitability, adequacy and effectiveness of our quality management system in meeting our organisation’s strategies, Top management conducts formal management review meetings at planned internals.

9.3.2 Management review inputs

The primary inputs that are reviewed comprise data from conformance and performance measurements that are gathered at key quality data points from various processes. Subsequent recommendations for improvement are based on the evaluation of such measurements. Conformance is primarily assured through internal audits and demonstrated through a review of audit results and our demonstrated ability to detect, correct and to prevent problems. Performance is primarily assured through the deployment of corporate and operational level objectives, and through the review of our demonstrated ability to achieve desired results.

9.3.3 Management review outputs

The primary outputs of management review meetings are management actions that are taken to make changes or improvements to our quality management system. During management review meetings, top management will identify appropriate actions to be taken regarding the following issues:

• Improvement of the effectiveness of the quality management system and its processes;
• Improvement of product related to customer requirements;
• Opportunities and risks;
• Resource needs.

The primary outputs of management review meetings are the actions necessary to make changes or improvements to our quality management system and the provision of resources needed to implement these actions. Responsibilities for required actions are assigned to members of the management review team. Any decisions made during the meeting, assigned actions and their due dates are recorded in the management review minutes.