5.2 Customer Focus - Customer needs and expectations are determined

A

Andy Bassett

#1
Top management shall ensure that customer needs and expectation are determined.....

Honestly now, when writing the manual do you blah blah this section, or do you try to define something that the managment do to create customer focus. As far as i can see this is covered in other sections like 7.2.1 Identification of Customer Requirements. Do you repeat this section.

I am as always desperate to avoid simply creating a weighty useless set of documents.

If i write something i would like it to be factual and actual

Regards

------------------
Andy B
 
Elsmar Forum Sponsor
J

Jim Biz

#2
Sure not an answer to your post but I've got a good one going....under the "Customer Expectations file"

Recieved a return request yesterday 9/20/2000 for 2% of a part load - 98pcs. on a part we delivered 7/15/1999... Our customer "expectation is that we accept return after 14 months... because the parts "don't fit" - nor reason for why they dont fit.... Plus "guess what" it is now an obsolete part and they don't intend to order it again... Does the newest standard read "REASONABLE EXPECTATIONS"?? OR REASONABLE SATISFACTION? (We're talking minimal dollars worth of materials and a return Freight bill equal to the part cost after 14 months.) HOW could anyone ensure & determine that type of expectation???

Arrrrrrrgh

[This message has been edited by Jim Biz (edited 21 September 2000).]
 
#3
Andy:

I'm writing a Customer Satisfaction Procedure that includes all the customer areas, such as Customer Focus, Identification of Customer Requirements, etc.

In the Quality Manual I am referencing the Customer Satisfaction Procedure. This way I am not being redundant.

awk
 

Marc

Hunkered Down for the Duration
Staff member
Admin
#4
This is a new addition to ISO 9001. Since the new standard has not undergone the final vote, there is still some discussion on how this can be addressed. Currently the thought is this is going to be in part evidenced during planning stages. The implementation currently appears to be that the expectation is that customer 'needs and expectations' be determined not only during quality planning but to also be re-evaluated periodically. The words NEEDS and EXPECTATIONS muddy the waters as they are quite open to interpretation. 'Converting' these to 'requirements' implies defining measurables.

The interpretation here is murky. The question most open to discussion is how a company determines customer ‘needs’ and ‘expectations’. In manufacturing there are tools such Quality Function Deployment. In essence, QFD (Quality Function Deployment) is a tool to map out product characteristics with customer wants and needs, working to determine the value the customer puts on the characteristics. There is a very brief discussion on QFD with respect to service in a thread here somewhere. Do a Search here in the Forusm - and manybe the site - using the keyword QFD. However, QFD is just one tool and it is a ‘difficult’ one to master. QFD is not a specific suggestion from me – just ‘food for thought’.

Converting customer ‘needs’ and ‘expectations’ into requirements is less of an issue. If you determine a customer ‘expects’ quick service, you define what ‘quick’ is. For example -- FWC has determined (or so it appears) that 4 hours is the longest a customer would want to wait for a service representative to call after contacting FWC for fulfillment. FWC has integrated this requirement into its response (fulfillment) system. The question is – How did you determine this?
------------------------------
Parts fof this diatribe are from the ISO 9001:2000 Discussion (Sponsored by the ISO 9000 Support Group) www.isogroup.net
 
P

paula

#5
Customer focus

Is there a need to have a procedure to address this issue? Does anyone have an example of such a procedure? I feel that the issues like customer requirements and customer complaints, which show our commitment and care for our customer are treated in specific procedures and this aspect can only be mentioned in the policy manual. Please help.
 

Kevin Mader

One of THE Original Covers!
Staff member
Admin
#6
There isn't a specific need to create a procedure, however, I would guess that some procedures in your program and the Quality Manual have references to this to some degree.

The Customer is the reason why the organization exists. If we aren't already looking at the Customer for direction, then where will direction come from?

Regards,

Kevin
 
P

paula

#8
We are talking here about ISO 9000-2000 standard, where "Customer focus" is 5.2.
I thought about using the former "contract review" procedure to address this, but I would rather use it (parts of it) to create procedures regarding customer requirements and satisfaction.

So, from what you're saying, I may say in the quality manual that we focus on our customers and reffer to all the procedures that treat the interaction with the customer.

Would this be all right?

Have a good day!
Paula
 
R
#9
Hi Paula
A procedure isn't required but it does refer to 7.2.1 and 8.2.1.

8.2.1 Customer satisfaction As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.

The last statement sure sounds like it could be a precedure to me. Why not write a procedure stating how you're going to go about getting the feedback.

Mike
 
F

Francis Cottier

#10
I would suggest that the Customer Satisfaction is much more than the old Contract Review which focussed on establishing the (Product) requirements. It is possible to have customers who are not satisfied but have no problem with the product itself. Factors such as personnel responsiveness and attitude also play a part in keeping customers happy.
 
Thread starter Similar threads Forum Replies Date
K ISO 9001:2015 Clause 5.1.2 Customer Focus (a) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
P Customer Focus - Complying with TS 16949 clauses 7.2.1 and 8.2.1 IATF 16949 - Automotive Quality Systems Standard 5
N Customer Focus Process Audit Process Audits and Layered Process Audits 4
L Internal Audit to Focus on Customer Complaint Re-occurrences Internal Auditing 4
K Customer Focus with the aim of enhancing customer satisfaction ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
Z How to Carry Out ?Customer Focus? on All Parts of Management System? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 35
R A process for quality policy/management commitment & customer focus? Document Control Systems, Procedures, Forms and Templates 2
H 5.2 Customer Focus - "...aim of enhancing customer satisfaction does not exist" ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 12
ccochran Leadership Drives Customer Focus Registered Visitor Articles Archive 0
ccochran Customer Focus Inventory - Take part in an experiment? Misc. Quality Assurance and Business Systems Related Topics 18
ccochran The Top 10 Training Topics for Customer Focus Registered Visitor Articles Archive 13
M Enhancing Customer Satisfaction - 5.2 Customer Focus ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 14
R Customer Focus - Level 1 Procedure - Addressing ISO 9001 Clause 5.2 Document Control Systems, Procedures, Forms and Templates 3
B Retention Samples when Customer Leaves Pharmaceuticals (21 CFR Part 210, 21 CFR Part 211 and related Regulations) 1
M Email Template that go to a customer and then get returned to us for RMA/Warranty Document Control Systems, Procedures, Forms and Templates 1
B FCA US Customer Specific IATF 16949- Critical Characteristics 8.6.2 Customer and Company Specific Requirements 0
D ISO 13485 8.2.1 and 8.2.2 - Customer Feedback and Customer Complaints ISO 13485:2016 - Medical Device Quality Management Systems 5
J Customer Complaint Response 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 3
V Quality review Meeting with Customer for complaints we received Customer Complaints 6
D IATF16949 - Interpretation of Customer Requirements clauses Elsmar Cove Forum Suggestions, Complaints, Problems and Bug Reports 2
S Obligation to accept customer audits? IATF 16949 - Automotive Quality Systems Standard 23
D IATF16949 7.5.3.2.1 Record Retention - Our Product or Customer Product? Elsmar Cove Forum Suggestions, Complaints, Problems and Bug Reports 1
S Customer Specific Requirements (CSR) not signed/approved IATF 16949 - Automotive Quality Systems Standard 17
B FCA US IATF 16949 Customer Requirements updates Customer and Company Specific Requirements 3
G Same parts but new customer - What will the auditor ask me? IATF 16949 - Automotive Quality Systems Standard 2
R Customer Satisfaction importance in companies with Government/Public Administration as main customer? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
G Self Assessment Audit from a new potential customer General Auditing Discussions 3
P Customer Corrective Action Requests in OASIS? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
Ooi Yew Jin Customer E audit preparation Quality Manager and Management Related Issues 2
qualprod Managing a "special" customer into the QMS? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
C Certificate of Conformance Form - COC for each customer a controlled document? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
R Who is the customer in the ISO/IEC 17025:2017? ISO 17025 related Discussions 1
BeaBea ISO 9001 Customer Feedback Methods - What has worked for your company? Service Industry Specific Topics 17
T Root Cause Failure Analysis - Not following Customer packaging Specification Problem Solving, Root Cause Fault and Failure Analysis 5
V Customer Print Specifications on PFMEA FMEA and Control Plans 13
S Issuing of CoC to Customer in a Word or Excel format ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
D Design Transfer Template capturing Customer Specific Requirements Other Medical Device Related Standards 3
W Direct to customer export of medical device (class I: prescription lenses + frame) US Food and Drug Administration (FDA) 2
S How to treat a customer complaint ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
I ISO 9001:2015 Section 9.3.2 C1 "customer satisfaction and feedback from relevant interested parties" ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
JoCam Labeling to Customer Requirements EU Medical Device Regulations 1
T Advice needed - Environmental MS - unwritten but customer requests policy document ISO 14001:2015 Specific Discussions 5
Q Customer Satisfaction through On-Time Delivery ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
Pau Calvo PPAP customer requirements in the APQP APQP and PPAP 25
T Nonconforming product at customer detected by a routine inspection by field service Nonconformance and Corrective Action 9
0 PPM calculation of customer complaints for PMS Customer Complaints 10
A Definition of customer in ITP (Inspection & Test Plan) Contract Review Process 3
I MSA requirement for 5 Micrometers + CP changes need customer approval? IATF 16949 - Automotive Quality Systems Standard 2
F Struggling with a root cause analysis - Customer Returns - Escape issue Problem Solving, Root Cause Fault and Failure Analysis 15
S Best software for customer support/complaints? Customer Complaints 0

Similar threads

Top Bottom