The company periodically measures
its performance and customer satisfaction. The
allocated data and measurements are converted into statistics and information
in order to ensure conformity and improvement of the quality management systems.
As one
of the measurements of the performance of the quality management system is to
monitor information relating to customer perception as to whether the
organization has fulfilled customer requirements. The method for obtaining and
using this information is identified in the customer focus and the management responsibility.
In this way, the customer is able
to check the performed quality of product and services which they received and issue
recommendations for any improvement which should take place in order to measure and improve the customer
satisfaction.
The customer satisfaction can be
measured through means as: surveys, customer data on delivered product quality,
user opinion surveys, lost business analysis, compliments, warranty claims or
dealer reports. The results of these data are statistically analysed for
discussions in ordinary management meetings
and management review meetings and suitable actions are taken accordingly.
Do
not forget, you have to have a system and to be able to demonstrate the system,
irrespectively if is an integrated management system or not.
4
Your-Quality
is not a simple article website nor is it a place where you will find the
documents you can implement, but it is a place where you will find effective
techniques that are backed by standards and industry best practice and that are
presented in obvious and understandable format.
Want
to know more?
Customer Focus
Customer Related Process
Planning of Product or Services Realization
Control of Non-Conformity
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