sexta-feira, 11 de janeiro de 2013
Five Benefits of ISO 9001 Standard - Improving the customer satisfaction
In this article about Quality Management System and ISO 9001 we will discuss five benefits that organizations can obtain after implementing this Standard.
1 - Improve the communication between organization and customers. (Requirement 7.1)
In the 7.2.1 Determination of Requirements Related to the product is necessary to determine and clarify customers requirements. Sometimes is common clients buying products and think that some services are included, but they aren´t, this is wrong. No doubt can exist between clients and enterprises and this is a good way to avoid claims.
So you will be more clear in proposals, contracts, websites, product catalog. Your clients will never say anymore: "I didn´t know this".
2 - Improve the performance of products and services because the feedback of clients (Requirement 8.2.1).
Applying a survey, for example, with your clients you can check where you are strong or weak and compare with the concurrence. The principal needs of clients will be clear and you can drive your efforts to points that really care to them.
3 - Best control of Nonconforming Products. (Requirement 8.3)
A documented procedure is mandatory in this requirement to define the controls for nonconforming products. This is a good tool to avoid that problems achieve your clients. Using a systemathic process to segregate, identification, and re-verification, the chances of discover nonconformities in clients are minimals.
4 - Improve control of purchasing and management of suppliers.
This is a good way of both reduce rework and improve the customer requirement. If you buy a low quality product is common need to rework in you factory. And, if you use some products that are not made in your enterprise but they compose the main product then a good choice is basic to have a good product or service.
You prepared a very good soda but the can is not good. Then you can have a lot of problems with your clients.
5 - Best performance of Human Resources.
Many managers think that the fails of workforce can be corrected in the same company. But sometimes workers can be very close to the customers and bad service, rudeness, and no knowledge of the activity and information may also contribute to a low customer satisfaction.
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