Achieving customer satisfaction is vital for businesses and wider service organizations. Good customer service can lead to customer retention, loyalty and competitive edge.
Quality management is a continual process that doesn't just happen but evolves over time and with experience. Organizations can help secure their future by committing to a process of continual improvement and introducing a quality management system (QMS) such as ISO 9001, or by developing an organization’s own Total Quality Management System (TQMS).
Management systems are developed around a three tier system, a quality policy manual, quality procedures manual which reflect the organizations own processes and staff handbook/work instructions.
What is BS EN ISO 9001:2008 Quality management systems?
BS EN ISO 9001 is a national standard which specifies requirements for a QMS where an organization:
- Needs to demonstrate its ability to consistently provide products that meets customer and applicable regulatory requirements
- Aims to enhance customer satisfaction through the effective application of the system. This includes processes for continual improvement of the system and the assurance of conformity and applicable regulatory requirements.
Achievement of certification is based on an external surveillance audited by an approved body who will require the organization to demonstrate its policies and procedures meet the standards criteria.
What is a Total Quality Management System?
This is a system that is based on the ISO standard but is more defined to the company’s needs and does not require external accreditation, but is does demonstrate to an organization’s customers who may not require evidence of a national certification that the organization does have a quality system. A14 for both of the above systems has number of years experience in assisting organizations in developing and producing the required documentation both to meet the standard and the expectations of their customers by the introduction of good practice and processes, systems, policies and behaviours that help achieve customer satisfaction