Provision of Resources - Proving resources to address Customer Satisfaction - 6.1

[Andy Bassett]

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The organisation shall determine and provide, in a timely manner, the resources needed.
A) to implement and improve the processes of the quality management system, and
B) to address customer satisfaction.
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No problem with the first parts, we simply say that a budget has been fixed etc etc.
But how do you prove that you have provided the resource to address customer satisfaction?

Regards

customer satisfaction surveys

[Andy Bassett]

You are right Sherrio, its just that i see this more belonging to section 8.2.1 Customer Satisfaction.

What shall i write in section 6.1, simply a reference to 8.2.1. I can do this, its just that i hate to put blah, blah in a manual unless absolutely necessary.

Regards

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Andy B

[Laura M]

It sounds to me like the key in this section is resources....ie., the customer wants someone "on site" for start-up (provide resources for customer satisfaction).
I dunno - haven't been to any formal 9000:2000 training, but I don't think its just the resources to sending out the surveys and responding, but I read, proactive resources to address customer satisfaction. Would this be customer contacts, field service, timely response etc.? Does the customer want 3 shift support...resources, does the customer want quicker response time...hire more pizza delivery guys. Just thinking out loud on what the intent might be.

I re-read my previous response and perhaps that would not meet the intent exactly. Perhaps having sales people to respond to customer complaints, a complaint system (corrective/preventative systems)that specifies a timely response to customer complaints. On a personal note, alot elements seem redundant to me; I always find myself repeating processes to meet several elements.

[Laura M]

A matrix comes in handy for that.
Also - reinforces that it is a system - all interrelated - not 20 (or 8 )separate elements.

[Marc]

Don't forget personnel and equipment.

[Rick Goodson]

Andy,

It appears from your posting that you are documenting the system to mimic the ISO 9000 standard. There is no requirement in either the 1994 or the 2000 FDIS requiring this. If you document based on how your business is run, you can use a matrix to address how you meet the requirements. In addtion, if you have other 'requirements' such as govermental specs, you can create a different matrix for that use without changing your basic manual. Many of the companies I work with have manuals and proedures that meet the ISO 9001:1994 and use a matrix to cross reference. When 2000 is finalized they wil simply redo the matrix (in addition to expanding some sections such as the marketing section which addresses customer satisfaction).