ISO 9001: 2000 And Customer Satisfaction. (ISO Certification).(Brief Article)
Ceramic Industry, November, 2001 by Cargill, Glenn
In the last "ISO Certification" column (April 2001, p. 51), we discussed the need to develop a clearly defined transition plan, with a review of the quality policy and objectives as a good starting point. Also important, however, is a thorough review of quality performance measures, including customer satisfaction. In fact, customer satisfaction is one of the key new requirements of ISO 9001:2000.
What Are the New Requirements?
The traditional approach of relying on customer complaints monitoring is no longer sufficient. Instead, the new standard requires a positive measure of customer perception. This measure should be used as a primary monitor of the effectiveness of the quality management system. Without such a link to customer feedback, the...
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