To assess if the organization has determined and selected opportunities for improvement and implemented actions to meet customer requirements and enhance satisfaction, review the following:

Identification of Improvement Opportunities:

Confirm that the organization has a structured approach to identifying improvement opportunities. This should include mechanisms for gathering customer feedback, analyzing product and process performance, and reviewing internal and external audit findings. Documented procedures or records that outline how improvement opportunities are identified and selected will indicate compliance.

Evidence of Implemented Actions:

Verify that specific actions have been implemented based on identified opportunities for improvement. Review records of completed projects, corrective actions, or changes to processes, which should demonstrate a focus on meeting customer needs and addressing future expectations. Actions could range from product enhancements to process adjustments aimed at preventing issues and improving efficiency.

Evaluation of Improvement Impact:

Check if the organization reviews the effectiveness of improvement actions. Evidence of this can be found in management review records, customer satisfaction reports, or performance metrics, where the impact of implemented changes is assessed. This evaluation step shows that the organization not only implements changes but also ensures they effectively contribute to customer satisfaction and QMS effectiveness.

Link to Customer Requirements and Satisfaction:

Look for documented instances where improvement actions are directly linked to customer requirements or satisfaction enhancement. This may include responses to customer complaints, proactive changes based on customer feedback, or internal process improvements that aim to prevent recurring issues. Clear alignment with customer needs demonstrates that the organization’s improvements are customer-focused and not solely internal.

If these components are documented and consistently applied, the organization is likely compliant with ISO 9001:2015 requirements for selecting and implementing improvement opportunities to enhance customer satisfaction and meet requirements.