Posts Tagged ‘data’

Customer satisfaction – the art of making the customer feel like they matter!

Monday, April 26th, 2010

Past the half way point in our top ten countdown of quality system nightmares -

Reason #5 – Customer satisfaction data is not analyzed, or even collected!

Whenever the subject of customer satisfaction comes up in quality system implementation, there is never a neutral or apathetic response from top management. Some are gung-ho on getting data and finding out where they stand, and others will wince in pain knowing that the big blowout last week with that top account will end up as a documented exercise in finger pointing. Everyone will have their personal take on gathering data, including just who should be solicited for feedback and who will analyze it.

”Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
- Donald Porter V.P., British Airways

Often, those management team members that have direct responsibility for on-time delivery and zero defects may think customer satisfaction data is not necessary, especially when there has been a recent positive trend in both of those metrics. If the customer is getting defect free product and on-time delivery, what could possible be wrong? Why would anyone complain?

If you read ISO 9001 clause 8.2.1 – Customer Satisfaction, it states “…the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements.” This can mean a lot more than good product on time. Your customer may have many issues regarding such matters as communication, response time to questions or concerns, or other service related items.

One of the most comical remarks we’ve heard from the ranks of top management is that “We don’t want to ask anyone now – we just sent out a lot of bad orders that are coming back!”

Waiting for customers to be in a really good mood should not be a part of information gathering criteria. How the company ranks in customer satisfaction is not the important thing. What a company is doing in response to customer satisfaction is the primary concern.

In fact, great customer relation-building opportunities await if customer satisfaction data is collected during times of product crises. Demonstrating that customer opinion matters, whether good or bad, and then actually acting on that information through such methods as corrective action, increased contact or even new process implementation will convey the message that no matter how negative a customer experience was, the customer is supreme!

For some creative ideas in measuring customer satisfaction, contact G3 Solutions today!

Are company objectives for quality really working as a tool for improvement?

Monday, April 12th, 2010

Part of our top ten series of reasons some companies are not getting the most from their quality system -

Reason #7 – Quality objectives are never changed

One of the key requirements in quality standards such as ISO 9001, ISO/TS 16949, AS9100 and others is that an organization must establish and measure objectives for quality. Even though this is just one of numerous requirements found in various ISO standards, this one key mandate may provide the most overall benefit to an organization.

Setting objectives for quality throughout the company and monitoring those objectives should provide a useful overview of how well processes are performing. At times, we see companies that establish simple goals and objectives that are too easily met and remain virtually unchanged, sometimes over a period of years. When this pattern of perceived “success” in meeting objectives is investigated, it is often exposed that there is a company culture that assumes it is better to portray a positive than display any type of negative trend to either customers or third party auditors.

This can be a major roadblock in making the quality system a true tool for continual improvement. It often fosters a feeling of apathy in many employees who view the quality system as simple window dressing for keeping the current customer base happy and impressing potential customers. Once this attitude becomes part of the overall organizational culture, it is tough to reverse – but not impossible.

A primary function of top management should be to examine if current objectives and goals are providing a true evaluation of overall performance. The key output of this review should be to establish new goals that may be more realistic in terms of driving process improvement. Just because an organization may not be meeting goals and objectives and an analysis of data may show a negative trend, it doesn’t necessarily mean that the company is a quality freight train wreck.

By linking continual improvement initiatives and programs to numbers that aren’t traveling in the desired direction shows that the organization is truly dedicated to continual improvement. Once the top management of an organization like that described above makes a strategic paradigm shift in reviewing and understanding quality objectives, good things will happen. It will not only make the company look stronger to customers and auditors, but to those employees who are hoping for real process improvement.

For AS9100, familiarity with OASIS is a must!

Monday, June 8th, 2009

If your organization is working on the implementation of AS9100, AS9110, or AS9120, the OASIS (Online Aerospace Supplier Information System) database resource is essential as an information tool. Maintained by SAE International, the system provides aerospace supplier certification and registration data that includes information on accreditation bodies, the certification bodies accredited for the scheme, auditors approved for the aerospace scheme and certified suppliers.

To use this resource, you must sign up and register. There is no charge to do this – sign up and registration is free. Simply go to www.sae.org/oasis and the on-line instructions are easy.

For more info or help with OASIS, contact the experts at G3 Solutions.

ISO/TS 16949 registered? Maintain those customer specific requirements!

Thursday, March 12th, 2009

If your organization is registered to ISO/TS 16949, make sure that you periodically update and maintain your data library with the latest and greatest customer specific requirements. These can be found at the following website:

http://www.iatfglobaloversight.org/

The site includes the latest and greatest automotive OEM Customer-Specific Requirements for:

  • Chrysler LLC
  • FIAT Group Automobiles SpA
  • Ford Motor Company
  • General Motors
  • IAOB Clarification – Customer Special Status Conditions

    You will also find information on ISO/TS 16949:2002 Sanctioned Interpretations and FAQs. Much of the information that can be found throughout the site is available in English, German, French and Italian.

  • For more information, visit our full website at www.g3iso.com today!

    Customer Satisfaction – your reality vs. customer perception

    Sunday, February 15th, 2009

    One of the most important requirements of ISO 9001 is located in clause 8.2 of the standard. It asks an organization to measure the perception of how your company is viewed by customers. This requirement goes far beyond proving that you deliver perfect product or service 100% of the time, even though you may have hard data that supports the statement. What you may not be measuring about perception could turn out to be the reason why your customer may form a relationship with a competitor and possibly move your company out of the picture completely.

    Customer satisfaction involves not only quality and delivery, but also those factors that can have a dramatic impact on how much your customer wants to deal with your company. When analyzing customer perception, information should be collected on items such as question or problem resolution turnaround time, response time to RFQs, ease of contacting the right person, etc… These items should not be viewed as just “warm fuzzies” of customer relations, but rather as areas that can cement relationships with customers and become more valuable than just discount pricing.

    Sign in and share your thoughts! Visit our full website at www.g3iso.com today!