Category "Improvement"

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 ...

Internal Auditing has been around since before dirt. Some organizations really do a great job and find improvements - this earns a return the investment. Others do it to make the Registrar happy and could do without the grief. This ...

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 ...

This is the 'Rubber Hits the Road' clause, especially for ISO 9001. The EMS and OHS standards both include the 'Emergency and Preparedness' in this section - Operations. By using a flowchart to illustrate your workflow you'll be able to ...

To deliver what your customer wants, you need resources! The better you manage them, the more profitable you'll be. The better motivated your people are, the more resilient your organization will be, even in the Public Service - you'll be ...

Clause 6.2 requires that we set measurable objectives. This helps motivate people - just strap a FitBit to someone's wrist and watch what happens! Try SMART targets to make things clear to your folks: Specific Measurable Attainable (or Action-oriented) Relevant ...

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 ...

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 ...