Category "Customer Satisfaction"

Now that you're getting ready for Virtual Audits, it's time to look into the 'Cost of Quality' concept. All the ideas apply to Environmental, Health and Safety and all other management systems. How are we making sure our systems are ...

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 ...

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 ...

ISO Clause 10 requires Improvement - in fact, the word improvement appears 24 times in ISO 9001. And we all know that we have to tweak things continually to stay just a bit ahead of the competition. If we're not ...

Clause 9 requires that we monitor and measure the effectiveness of our management systems. For many, this becomes a chore with little or no valuable information to show for all their work. So if we're measuring, let's make sure it's ...

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 ...

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 ...