Hello,
I am very new to the quality world, and I will need to be prepared for the scheduled registrar audit of customer focus (process) soon. This is for a small service company. Any thoughts, experiences, etc. that you may have that would help me to understand what RECORDS etc. should I have ready for the registrar to prove our conformance to customer focus? We declare in our Quality Manual that:
"5.2 Customer focus
Top management ensures that customer requirements are determined and are met with the aim of enhancing customer satisfaction."
and that we determine:
a) requirements specified by the customer, including the requirements for service availability, delivery and post service activities,
b) requirements not stated by the customer but necessary for specified or intended outcome (of the service), where known,
c) statutory and regulatory requirements applicable to the service/product, and
any additional requirements considered necessary.
If we can show records of job order forms that are filled out every time an order is taken - is that a part of customer focus? What about having detailed work instruction forms for our technicians who perform the servie? I am scared!!!!
I am very new to the quality world, and I will need to be prepared for the scheduled registrar audit of customer focus (process) soon. This is for a small service company. Any thoughts, experiences, etc. that you may have that would help me to understand what RECORDS etc. should I have ready for the registrar to prove our conformance to customer focus? We declare in our Quality Manual that:
"5.2 Customer focus
Top management ensures that customer requirements are determined and are met with the aim of enhancing customer satisfaction."
and that we determine:
a) requirements specified by the customer, including the requirements for service availability, delivery and post service activities,
b) requirements not stated by the customer but necessary for specified or intended outcome (of the service), where known,
c) statutory and regulatory requirements applicable to the service/product, and
any additional requirements considered necessary.
If we can show records of job order forms that are filled out every time an order is taken - is that a part of customer focus? What about having detailed work instruction forms for our technicians who perform the servie? I am scared!!!!



