9 绩效评价
9.1监视、测量、分析和评价 9.1.2.1顾客满意---补充
应通过对内部和外部绩效指标的持续评价来监视顾客对组织的满意度，以确保符合产品和过程规范及其他顾客要求。
绩效指标应基于客观证据，包括但不限于： a） 已交付零件的质量绩效； b） 对顾客造成的干扰；
c） 使用现场退货、召回和保修（在适用情况下）； d） 交付时间安排的绩效（包括超额运费的情况）； e） 与质量或交付问题有关的顾客通知，包括特殊状态。
组织应监视制造过程的绩效以证明符合顾客对产品质量和过程效率的要求。监视应包括顾客绩效数据的评审，其中包含所提供的在线顾客门户和顾客计分卡。 9 Performance evaluation
9. 1 Monitoring, measurement, analysis and evaluation 9.1 .2 .1 Customer satisfaction – supplemental Customer satisfaction with the organization shall be monitored through continual evaluation of internal and external performance indicators to ensure compliance to the
product and process specifications and other customer requirements.
Performance indicators shall be based on objective evidence and include but not be limited to the following: a）delivered part quality performance； b）customer disruptions；
c）field returns，recalls，and warranty（where applicable）； d）delivery schedule performance（including incidents of premium freight）；
e）customer notifications related to quality or delivery issues，including special status.
The organization shall monitor the performance of manufacturing processes to demonstrate compliance with customer requirements for product quality and process efficiency. The monitoring shall include the review of customer performance data including online customer portals and customer scorecards，where provided.
术语
9.1.2.1顾客满意----补充-IATF16949条款解读
