| Measurement, analysis and improvement |
| Product and processes are monitored/managed through appropriate statistics. |
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| Monitoring and measurement |
| Customer satisfaction is monitored at all stages within the organization's scope |
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| Internal audit |
| Internal audits of processes and product are managed by qualified personnel |
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| Monitoring and measurement of processes |
| Processes are monitored and corrected when not meeting customer requirements |
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| Monitoring and measurement of product |
| Product is monitored, including dimensions and appearance, for conformance. |
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| Control of nonconforming product |
| Nonconforming product is isolated, rework processes managed, & customer told |
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| Customer waiver |
| Customer approval is required for any changes from approved process |
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| Analysis of data |
| Data collected are analyzed for current and future trends in customer satisfaction. |
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