S
StMichael
Greetings from China!
The community here appears to be active and helpful to newbies, so I am plunging in. I am currently working in an educational service company here, and we have established procedures for claims and purchasing, all documented under ISO 9000.
I face situations where the customer (teachers!) want us to bend the system. For instance, we require claims to be submitted within 90 days, but teachers who submit their claims late insist that we still service the claim. It is similar for Purchasing - we require customers to collect from Warehouse (according to procedures) but teachers want to collect some "fragile" items themselves.
I need to know, if it is okay, under ISO standards, for us to bend the procedures for customers? Have any of you ever encountered similar situations? How do you reconcile the need to follow the system versus the need to please the customers? Thank you so much!
The community here appears to be active and helpful to newbies, so I am plunging in. I am currently working in an educational service company here, and we have established procedures for claims and purchasing, all documented under ISO 9000.
I face situations where the customer (teachers!) want us to bend the system. For instance, we require claims to be submitted within 90 days, but teachers who submit their claims late insist that we still service the claim. It is similar for Purchasing - we require customers to collect from Warehouse (according to procedures) but teachers want to collect some "fragile" items themselves.
I need to know, if it is okay, under ISO standards, for us to bend the procedures for customers? Have any of you ever encountered similar situations? How do you reconcile the need to follow the system versus the need to please the customers? Thank you so much!