Document {{ORG_PREFIX}}-015

Monitoring, Measurement & Calibration Procedure

1. Purpose

This procedure defines what {{ORG_NAME}} watches, how it measures, and how it knows its measurements can be trusted. It supplies the evidence the IMS Objectives & Improvement Plan (which it implements) consumes: without valid monitoring data, objectives are opinions. One monitoring process serves both disciplines — quality performance, customer perception, and OH&S performance are planned, measured, analysed, and evaluated through the same mechanism.

2. Scope

All monitoring and measurement performed for the IMS: objective measures, process indicators, customer perception, OH&S performance (proactive and reactive), compliance status visibility, and the monitoring equipment those measurements depend on. Compliance evaluation method is defined in the Compliance Obligations Procedure; audit and management review are defined in their own procedures — all three consume the plan defined here.

3. Procedure

3.1 Monitoring plan

The monitoring plan below is {{ORG_NAME}}'s working answer to what gets watched and how. Each row names the accountable role, the cadence, the register its result lands in, the thing being watched, and how the measurement is taken, so one period's number means the same as the next's. Timing for analysis is set by §3.3: each management-review slice works through the rows it consumes. The OH&S rows carry monthly and continuous cadences of their own, so OH&S monitoring keeps running all year, and {{ROLE_OHS_COORDINATOR}} maintains those rows as registers, hazards, and obligations change.

What is monitored	Method / criteria	When	Who	Results live in
Progress against every objective (company-wide and sleeve)	The Measure / KPI, Data Source, and Target defined per objective	Per each objective's Review Frequency	Objective Owner Role	Objectives & Targets (Current Result, Last Measured)
Delivery process performance	[ORG-DECISION: process indicators — e.g. review-stage completion, on-time delivery, rework rate]	Monthly	{{ROLE_QUALITY_MANAGER}}	Job files ("operational" evidence) and review inputs
Customer perception (§3.2)	Feedback register + follow-up method	Continuous + per project close	{{ROLE_QUALITY_MANAGER}}	Customer Feedback & Complaints
OH&S proactive indicators	Hazard reports raised, consultation activity, training currency, drill completion	Monthly	{{ROLE_OHS_COORDINATOR}}	Hazard Register; Training Log; Schedule
OH&S reactive indicators	Incidents by type and severity; investigation timeliness	Continuous	{{ROLE_OHS_COORDINATOR}}	Incident Register
Compliance status visibility	Compliance Obligations register status fields	Continuous (evaluations per the Compliance Obligations Procedure)	{{ROLE_OHS_COORDINATOR}}	Compliance Obligations
Effectiveness of risk controls	Residual ratings reviewed at each row's Next Review	Per row cadence	Row Owner Role	Risk & Opportunity Register; Hazard Register

The OH&S coverage is built into the rows above. The objectives row tracks progress on the OH&S objectives with the same discipline as every other objective; the proactive and reactive rows watch the hazard and risk work itself, from reports raised to incidents investigated; the compliance row keeps the status of {{ORG_NAME}}'s compliance obligations visible between formal evaluations; and the risk-controls row checks that the controls relied on, operational controls included, still hold up in practice. {{ROLE_OHS_COORDINATOR}} owns this coverage and raises a change to this procedure whenever a hazard, obligation, or control has no row watching it.

Retained evidence: monitoring results live in the named registers and job records; periodic register snapshots (per the Document & Record Control Procedure) and the management-review records that consume them are where {{ORG_NAME}} keeps its monitoring and measurement results and the judgements made on them.

3.2 Customer satisfaction

{{ORG_NAME}} judges customer satisfaction on what clients say and signal about how well the work met what they needed and expected of it. An absence of complaints proves nothing on its own, so the steps below go after the client's actual view:

Step	Action	Responsible role	Output / record
1	Capture all feedback continuously: complaints, compliments, informal signals from project communications — every entry lands in the Customer Feedback & Complaints register. Complaints also enter the corrective-action engine.	Any role receiving feedback	Customer Feedback & Complaints row
2	Seek perception actively at project close: post-project follow-up with the client contact [ORG-DECISION: method and cadence — e.g. structured follow-up conversation or short survey; sampling rule for small repeat clients].	Project lead role	Register row (Type: Survey result / Feedback)
3	Review the register monthly for trends and feed the customer-satisfaction objective's Current Result and the management-review customer slice.	{{ROLE_QUALITY_MANAGER}}	Objectives & Targets update; review input

3.3 Analysis and evaluation

Monitoring produces data; this step turns it into judgements, and each judgement happens where the data is consumed: at the management-review slice that owns the topic, and ahead of any audit touching the area. The slice's accountable role works through the §3.1 rows its slice consumes, analyses and evaluates them, and brings the judgement, with its evidence, to the session. The slice table in the Management Review Procedure sets out what each slice takes on and which registers and records it reads.

Over a full cycle the slices between them work through every row in §3.1. A number on its own settles nothing, so each slice says what its data means for the work. {{ROLE_QUALITY_MANAGER}} takes the process indicators and job-file evidence to the Quality objectives & KPIs slice and answers the question {{ORG_NAME}} asks first: did what went out match what the client was promised, where did it fall short, and is the same failure turning up across more than one job. The same role takes the Customer Feedback & Complaints register to the Customer feedback & satisfaction slice and reads what clients say back about the work they received, whether that picture is improving or sliding, and which accounts need a conversation before they turn into complaints. {{ROLE_OHS_COORDINATOR}} takes the OH&S rows to the OH&S performance slice and says plainly whether people are getting hurt and exposed less than they were, and whether that is the system working or luck holding. The Resources & external providers slice asks whether the providers {{ORG_NAME}} depends on are holding up their end, because work bought in badly lands back on {{ORG_NAME}}'s own delivery and its own people.

At the Risk & opportunity effectiveness slice, row owners bring the before-and-after ratings on their own register rows. Where a treatment has not moved a residual rating, or an action opened on an opportunity has not produced the gain it was opened for, the owner records why: the choice was wrong, the action never really happened, or it was starved of the time and money it needed. The owner then re-plans the row before carrying it into another cycle, and {{ROLE_QUALITY_MANAGER}} puts the same question to any objective whose target keeps slipping, so {{ORG_NAME}} stops repeating plans that have already failed once.

Once a cycle, at the Improvement & strategic alignment slice, {{ROLE_TOP_MANAGEMENT}} stands back across the year's judgements and decides whether the IMS is earning its keep: whether {{ORG_NAME}} delivers better work, and safer work, with it than it would without it, and where it does not, what is holding it back. Anything that needs fixing leaves that session as a named entry in the improvement pipeline in the IMS Objectives & Improvement Plan, with an owner and a date.

Analysis outputs are recorded in the management-review record for the slice that consumed them (docs/records/management-reviews/), which is where the evaluation of OH&S performance and system effectiveness is evidenced.

3.4 Calibration and measuring equipment

Where {{ORG_NAME}} uses monitoring or measuring equipment on which valid quality or OH&S results depend, that equipment is looked after, used properly, and kept accurate through calibration or verification, so its results can be trusted. Where it uses no such equipment, conformity and OH&S performance are verified through competent people and defined methods, and the absence of any measuring-equipment dependence is recorded in the IMS Scope Statement.

Instruments whose readings feed deliverables or OH&S monitoring carry the credibility of {{ORG_NAME}}'s results. The steps below, anchored in the Equipment & Calibration Register, keep that credibility intact: upkeep holds every instrument fit for the work it does, and nothing joins the kit in the first place unless it matches the job it will measure.

Step	Action	Responsible role	Output / record
1	Register every measuring instrument whose readings feed deliverables or OH&S monitoring in the Equipment & Calibration Register: Serial / Asset ID, what it measures, calibration interval, and current status. The asset tag on the instrument matches its register row, so anyone picking it up can check its calibration state before trusting a reading.	{{ROLE_QUALITY_MANAGER}}	Equipment & Calibration Register rows
2	Calibrate or verify each instrument at the interval its register row sets, or before use. Each calibration or verification chains back to a recognised national or international measurement reference. Where no such reference exists for an instrument, the register row records the method its calibration or verification relied on, and that record is kept.	Instrument custodian role	Updated row; certificate link
3	Retain fitness-for-purpose evidence: calibration certificates and verification results committed to docs/records/calibration/ (the register's Certificate field links to them).	{{ROLE_QUALITY_MANAGER}}	docs/records/calibration/YYYY-MM-<slug>.md
4	Keep instruments away from anything that would put their calibration or their readings in doubt: knocks, damp, rough transport, casual adjustment. Storage, transport cases, and field-handling rules apply [ORG-DECISION: instrument handling specifics].	All field roles	Register Status kept current
5	When an instrument turns up unfit, out of calibration, damaged, or misbehaving: set its register Status to out of service straight away, then work backwards through everything it measured since its last known-good check and decide which results still stand. Correct or re-measure affected work, fix affected monitoring data, and notify the client through the nonconformity process where a delivered result is touched.	{{ROLE_QUALITY_MANAGER}}	Register update; Nonconformity & CAPA row where results were compromised

Calibration schedule visibility rides the Schedule register (Category: Calibration); overdue calibration surfaces in its status formula.

4. Records and Registers

Activity	Register (index)	Record (evidence)
Objective monitoring	Objectives & Targets	Snapshots at objectives review slices → docs/records/management-reviews/
Customer perception	Customer Feedback & Complaints	Analysis in management-review records
OH&S indicators	Hazard Register; Incident Register; Training Log	Analysis in management-review records
Calibration	Equipment & Calibration Register; Schedule	docs/records/calibration/
Per-job measurement results	—	Job files ("operational" evidence per the Operational Control & Service Delivery Procedure)

5. Exceptions

Deferring a scheduled monitoring or calibration activity requires the written approval of this procedure's owner, a new date, and an exposure note on the affected register row. No exception is available to: the out-of-calibration impact assessment (step 5 of §3.4), or to recording results honestly — monitoring data is never adjusted to flatter an objective.

6. Related Documents

• ims-objectives-improvement-plan — the objectives this monitoring serves (implements).
• internal-audit-procedure and management-review-procedure — the evaluation mechanisms that consume this procedure's outputs.
• compliance-obligations-procedure — compliance evaluation method.
• operational-control-service-delivery-procedure — per-job verification and the job-file evidence convention.

7. Revision History

Version	Date	Author	Description of Changes	Reviewed By	Review Date	Approved By	Approval Date
0.1	2026-07-16	{{ROLE_QUALITY_MANAGER}}	Initial draft	—	—	—	—

8. Document Control

Document	{{ORG_PREFIX}}-015
Type	Procedure
Version	0.1
Status	Draft
Owner	{{ROLE_QUALITY_MANAGER}}
Reviewer	{{ROLE_OHS_COORDINATOR}}
Approver	{{ROLE_TOP_MANAGEMENT}}
Next Review	2026-08-15
Classification	Internal

Held in the document frontmatter, mirrored to the Document Register.