Hi All, During an internal audit of service provision process (deploys and maintains IT products) for Monitoring, measuring of their process/product metrics. It was observed that objectives defined in the business plan but the measures for individual objectives were not readily available. Overall revenue and profit/loss is measured and communicated. Issued an internal non-conformance against ISO 9001 8.2.3/8.2.4 - which requires that organization should apply suitable methods for monitoring for process/product to demonstrate the ability of the process to achieve planned results. Is this correct?