ABSTRACT
Top management have set the quality policy and agreed the quality objectives and means for their achievement (i.e. the quality management system). Performance monitoring, measurement and evaluation will provide information that enables top management to understand whether the organization is:
doing what they planned it should do or has been diverted from its purpose;
achieving what they wanted it to achieve or is missing the target by a long way;
achieving the results in the best way or is wasting time and other resources;
pursuing the right objectives relevant to its purpose and strategic direction or is resistant to change.
Presented with this information top management will be better informed to make decisions and set priorities for action that will influence the future direction of the organization relative to product and service quality.