Quiz #3 ISO 9004 Clauses 9, 10, & 11

Examples of key resources are… *

Information

People

Infrastructure – equipment, facilities & utilities

Technology

The right environment for producing goods and delivering services

A process to manage 'Competence of people' is critical because… *

Employees will get paid more

Determining and matching competence will mean better productivity and more satisfied employees

A 'process' will help determine and improve competence better than 'just winging it'

Poor performers can be fired more easily with proof of incompetence

Lessons learned will be more valuable with a 'process' capturing them

What sources can help an organization evaluate its performance? *

Performance indicators

Performance analysis

Performance evaluation

Internal audit

Management review

Why is 'Improvement' important? *

It will enhance performance

It's not really important – making money is all that counts

It helps keep an organization ahead of its competition

'Improvement' can help an organization anticipate needs of interested parties

In what order should we use performance indicators? *

Create and review an inventory of all relevant processes; Select performance indicators and monitoring methods for key processes; Measure, analyze and evaluate performance; Improve processes

Select performance indicators and monitoring methods for key processes; Measure, analyze and evaluate performance; Create and review an inventory of all relevant processes; Improve processes

Improve processes; Create and review an inventory of all relevant processes; Measure, analyze and evaluate performance; Create and review an inventory of all relevant processes

MSP Course #1 – ISO 9004:2018 – Sustainable Success

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