Hello everybody,

I'm assisting presently a company in implementing a system of service commitments.
The approch is a little bit different from the ISO 9001. In fact the company has the freedom to fix itself the points on which it would like to commit towards its customers.
In comparaison to the ISO 9001, service commitment is results focused method, the commitments are known by the customers, the implementation is easier.
However, the ISO 9001 is more focused on the internal organization.

I would like if anyone has allready worked with this approch (service commitment) and what are the steps you followed in achieving that.

Thank you for your responses.

Alae.

We work to service commitments in our customer contracts, as do all other businesses I would think.

The steps for this sort of thing would IMO be:

Plan (Determine your customer requirements and plan how you intend to meet them)

Do (Provide the services to your customers)

Check (Monitor and measure that you are meeting your customers requirements)

Act (Review the results and plan how to improve the service you provide to your customer)

Then repeat this process.

The ISO standard is focused at improving the organization to better meet your customer requirements, and without improving your internal processes how can you possibly hope to provide a better service to your customer?