ABSTRACT
This chapter discusses internal and external issues which are applicable to the purpose of the organisation. It describes the sources that may be used to determine internal issues: internal audit results and management review records; analysis of the cost of quality data; analysis of technology and trend information; and competitive analysis. The internal issues are include: results of customer surveys, complaints and audits; actual versus intended internal values and culture; performance of the organisation; best practices of the organisation and the industry; employee satisfaction surveys; and SWOT analysis. The chapter also describes the sources that may be used to determine external issues: economic environment and trends; international trade conditions and agreements; competitive products and service; issues related to outsourcing; technology trends; availability of raw materials and their prices; statutory and regulatory changes; benchmarks both within and outside the industry; and PEST analysis.
