Category "Support"

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 ...

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 ...

This is a phrase from one of my favourite practitioners, John Seddon. He's expressed the importance of customer satisfaction in a way that really drives it home for most people. In the 80s I was working for a retail chain ...

This is the second part of the ISO 31000 guidance model for 'Risk'. The section called 'Framework' follows the 'Principles' outlined in the last post and sheds more light on the need for a methodical approach to 'Risk'. The 'Framework' ...

Any worthwhile Standard starts with a set of 'Principles'. ISO 31000 is no exception. Let's see if we can tie these Risk Principles into a typical ISO Management System. Value Creation and Protection is at the core of this section ...

James P. Womack identifies this as a place to improve in Lean Solutions with Daniel Jones. We don't want to lose customers by keeping them waiting. Consider this: "If we had to pay our customers for the time they wait to ...

You may recognize Deming's 8th 'Point' - Drive Out Fear. There's no better way to get people 'engaged' (ISO 9001, 5.1.1 h) than creating a work environment where people feel listened to and respected for their expertise, no matter how ...

This is Deming's 12th point - another great idea that can improve the work environment in any organization! Start with a few questions and see what emerges... Question: Is management REALLY listening? Or are people feeling like no one's responding? ...

You'll notice in ISO 9001:2015 that clause 6.2.2 requires action plans for Quality Objectives. Yikes! Here's the good news: these plans will help. Design your Action Plans to help you reach your targets - hitting targets will help you improve ...

The short answer is, of course, "Never!". Unless we have a proprietary solution to a global problem and no competitors, we always need to be fine tuning our processes to survive in a world of razor thin margins. And we're ...