Posts Tagged ‘product’

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!

ISO 9001 – Avoid the applicability misconception!

Tuesday, March 10th, 2009

Many companies that are involved in the service industry are often under the assumption that ISO 9001 will not be of benefit since most of the standard applies to manufacturing. In pervious versions of the standard (specifically 1994 and 1987), it was much easier to make that argument. Businesses that are involved in the service and retail industries typically do not have as much exposure to standards that have their roots in manufacturing, such as ISO 9001, ISO/TS 16949 or AS9100. Therefore, it often feels that the implementation of ISO 9001 will be a tremendous headache rather than a valued initiative to help run the business.

Nothing could be further from reality. In fact, actual and tangible dollar-measured value from ISO 9001 implementatation can often be seen sooner in a service type organization than in a manufacturing environment where it may take several operational cycle times to reap a similar benefit.

In the ISO 9001 standard, there are two areas which help to counter the applicability misconception. First, Section 1.2 – Application states “All requirements of this International Standard are generic and are intended to be applicable to all organizations, regardless of type, size and product provided. Where any requirement(s) of this International Standard cannot be applied due to the nature of an organization and its product, this can be considered for exclusion.” Additionally, Section 3 – Terms and definitions adds the clarification “Throughout the text of this International Standard, wherever the term ‘product’ occurs, it can also mean ‘service’.”

ISO 9001 has been successfully implemented by all types of businesses including schools, law firms, real estate agencies, hospitals, farms, investment offices, and many others. It can work for your company. Let us show you how – contact G3 Solutions today! Visit our full website at www.g3iso.com today!