Category "Customer focus"

There are 20 results found

The Process Approach – What’s In It For Me?

John Seddon has been promoting Systems Thinking for years – I’ve been following him for nearly 30 years now and I’ve used the Vanguard Method approach to management system design since the early 2000s. A number of Federal Departments in […]

Are Our Measurements Helping Us Understand Customers?

John Seddon (vanguard-method.net Tactics for Getting Started) has been helping companies improve processes for decades. He has improved organizations with ‘Systems Thinking’ based on Deming’s work and the Toyota Production System that Taiichi Ohno created in post WWII Japan. He […]

ISO 10004 – Customer Satisfaction!

ISO 10004 has some fine ideas to get your customer satisfaction activities organized. As we’re bombarded more and more with surveys, suffering from survey fatigue to the point where we’re saying ‘Why bother?’ we still need to get some information […]

Are We Out of Context?

In Clause 4 of ISO Standards using the High Level Structure (HLS) you’ll see that we’re required to identify ‘internal issues’, ‘external issues’ and ‘interested parties and their requirements’. What possible value can this bring us? First of all, change […]

Customer Data – Now What??

The last two posts got us on the road to ‘understanding customers better’. By the time we’ve gathered information on our customers’ perceptions of how well we met their expectations, we could be lost in the weeds. ISO 10004 has […]

I Can’t Get No…Customer Satisfaction!!!

Last Post until January 8th, 2020!! ISO 10004 has some ideas for us on how to go about getting a handle on this elusive number. First, there’s a ‘concept’ diagram – a great place to start: By getting a handle […]

ISO 10004 – Customer Satisfaction

The challenge of determining Customer Satisfaction continues. With all the available technology, we haven’t made much headway, really. Requirements = Needs + Expectations Needs are outlined in the ‘contract’ with your clients, and determined in Clause 8.2. But what about […]

The Customer Communication Crisis!

  Without doubt, our customers need to be the focus of our efforts. You’ll find that the word ‘customer’ appears 88 times in ISO 9001:2015. Some of the places it  appears are in the ‘General’ section, Quality Management Principles, the […]

Structure Your Continual Improvement

For years we’ve had to demonstrate that we’ve improved the effectiveness of our management systems. It’s a great money-maker for the Private Sector and improving a management system helps the Public Sector work within their budgets. Easy words to say; […]

Celebrate Your Way to Success!

People aren’t you best asset, engaged people who are excited about working in your organization are your best asset. Not only that, celebrating small wins and big wins can help meet some ISO requirements – Leadership (5.1.1 h), Customer focus […]