Customer Focus Process Audit

#1
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!!!!:nope:
 
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#2
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!!!!:nope:
I should suggest your score cards from your Customers, showing that the data are analyzed and the requirements of your Customers met.
Another record could be RMA ( your Customers' return for your service): to show that the processes have been improved after a certain failure.
There are other many items that you can show:
continuous awareness about the requirements of your Customer across all employee ( to show , for example, that there have been campaign with training, meetings and son on with the aim to put Customer in the centre of you business)
To show the satisfaction of the Customers have been increased based upon the improvement of your KPI ( for example, delivery, quality , costs and so on)
This point of ISO refers to the commitment of top managemnt in this sense and shall be dealt with within your management review as an input.
hope this helps:bigwave:
 
#3
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!!!!:nope:
This is interesting since, technically speaking, it's not a requirement that a CB auditor should be auditing, per se.

CB auditors should be auditing using a 'process approach, and from auditing the 'customer related' processes - those which turn customer requirements into customer deliverables (and hence leads to their satisfaction) are what should be audited. I'd be asking your CB auditor why they intend doing this and wouldn't be too worried about preparing anything special in advance, frankly - IMHO you're making a rod for your own back!

If your CB cannot give you an appropriate clarification - ask them what they will be auditing - take it up with their Operations Mgmt.
 
#4
I really appreciate both answers that I have already gotten! :biglaugh:

Our service is a business service, and quite uncommon. There are a few big customers and meaningful feedback is almost impossible to receive. Repeat business may not happen b/c the customer may not need the service or do other kind of business for awhile NOT b/c they were unsatisfied.

I think the registrar want to see the management commitment as they are looking at customer focus in conjunction with the improvement processes. Any additional thoughts how to prepare? :lmao:
 
#5
I really appreciate both answers that I have already gotten! :biglaugh:

Our service is a business service, and quite uncommon. There are a few big customers and meaningful feedback is almost impossible to receive. Repeat business may not happen b/c the customer may not need the service or do other kind of business for awhile NOT b/c they were unsatisfied.

I think the registrar want to see the management commitment as they are looking at customer focus in conjunction with the improvement processes. Any additional thoughts how to prepare? :lmao:
I'd ask the auditor! We can give you all kinds of tips, some useful, others only 'maybe'. The fact is that individual auditors are very difficult to 'prepare for'. As an auditor, I'd come to a conclusion about 'management commitment' and 'customer focus' from a number of things. But, I'm not your auditor and who knows what your auditor thinks!

So, the best you can really do is call them ahead of the audit and ask them what they - specifically - would like to audit. Then come back here, tell us what they 'expect' to do, and we can help with that.
 
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