|
The ISO 9000:2000 Standard
has made customers the focal point of a processed based 'Quality Management
System'. The Standard requires management "to ensure that customers
requirements are determined and are met with the aim of enhancing customer
satisfaction".
Customer
satisfaction measurement and ISO 9000:2000
The article describes the requirements for customer satisfaction measurement
(CSM) as specified by the ISO 9000:2000 Standard...
The
Leadership Factor
Identifying
customers requirements
A key principle underpinning the ISO 9000:2000 Standard is that organisations
reason for being is to meet customers requirements. The Standard makes
many references to 'meeting customers requirements' but provides little
explanation of what 'requirements' are or how they should be identified...
The
Leadership Factor
We have not had any customer complaints!
The 1994 version of standard ISO 9001/2 gave the
impression that the only necessary dialogue with the customer relating
to performance was that arising from a complaint and auditors were not
able to estimate the true opinion possessed by the customer with regard
to the performance of the organisation. This situation has changed considerably
for organisations and auditors with the publication of ISO 9001:2000.
We are now in the era of taking cognizance of customer opinion and using
that opinion for the direction of quality management systems. With this
revision of the standard an organisation must actually solicit the opinion
of its customer base and react to that opinion...
David Powley
DNV Certification Ltd
| Further reading |
|
Customer Satisfaction
Measurement for ISO 9000:2000
Nigel Hill |
The
book explains in a clear and simple manner how to conduct a professional
customer satisfaction survey that will produce a reliable result -
as well as being consistent with the requirements of ISO 9000:2000.
Each step of the customer satisfaction measurement process is
explained sequentially and is linked to the appropriate clauses in
the ISO 9000:2000 Standard.
|
| Buy
Uk |
Buy
US |
|
top of page |
