MR Inputs (9.3.2) - "Monitoring and Measurement Results" vs. "Process Performance"

Sebastian said:

What about c) is related only to process whose output is product/service delivered/sold to customer?
E.g. let's say process is called Production and performance is evaluated through metric called scrap level
While d) is related to other system processes, determined as required by section 4.4.1, except process referred in c)
E.g. let's say one of processes is called Purchasing and performance is evaluated through metric called delayed orders (goods received after delivery date given in orders send to suppliers).

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c) information on the performance and effectiveness of the quality management system:
1) customer satisfaction (see ISO 9001:2015, 9.1.2) and feedback from other relevant interested parties (see ISO 9001:2015, 4.2);
2) the extent to which quality objectives have been met (see ISO 9001:2015, 6.2);
3) process performance and conformity of products and services (see ISO 9001:2015, 4.4 and 8.6);
4) nonconformities and corrective actions (see ISO 9001:2015, 10.2);
5) monitoring and measurement results (see ISO 9001:2015, 9.1.1);
6) audit results, including, as appropriate, the results of internal (see ISO 9001:2015, 9.2), customer, regulatory body, or certification body, audits;
7) performance of external providers (see ISO 9001:2015, 8.4)

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• In a case I'm working on, they provide a service, and their measure of process performance is financial.
  • We've discussed creating internal metrics for performance (e.g. job takt time), and they're not interested.
  • They don't believe it will provide them extra value
  • We're not talking about NASA here. It's a small service shop where the general manager knows all customers by name and customers wander in to his office to shake his hand and talk about golf.
• With evaluating the effectiveness of actions taken, the size of the company doesn't justify the creation of extravagant risk registers. We're talking about an office of less than 5 people.
  • Their stance is they watch financials. They identify risks in their SWOT, and they address the risks as appropriate. If their financials are meeting their goals, then they see their actions were appropriate to address the risks.

Drew2639 said:

As I look at their Management Review, a review of the financials appears to meet all the requirements for c.3, c.5, and e. Obviously creating more and more metric reviews would goad them into being more structured, however at a fundamental level, they meet the bare minimum requirements for ISO 9001, unless I'm missing something

Am I?

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• shortcutting the service delivery
• purchasing lesser quality supplies
• scamming employees from worked hours
• misstating services rendered.
• etc. etc. etc...