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Employee Satisfaction - Does ISO 9001 Require Monitoring of Employee Satisfaction?

S

Sardokar

#11
#11
Re: Employee Satisfaction - Does ISO 9001 Require Monitoring of Employee Satisfaction

samsung said:
But the standard doesn't say so. If you consider employees as 'customers', aren't they suppliers at some point of time? Should the level of management's attention change as it does when it switches over from its suppliers to customers.
Click to expand...
So the Quality system should ignore the internal complaints ?

IF we recveive an internal complaint that some departments are not acting according to procedure should we ignore it becose they customer is not EXTERNAL to the company ?

doesnt sound right to me
 
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Q

qusys

Trusted Information Resource
#12
#12
Re: Employee Satisfaction - Does ISO 9001 Require Monitoring of Employee Satisfaction

Sardokar said:
So the Quality system should ignore the internal complaints ?

IF we recveive an internal complaint that some departments are not acting according to procedure should we ignore it becose they customer is not EXTERNAL to the company ?

doesnt sound right to me
Click to expand...
Hi Sardokar.
I think that the note ( even though it is not prescriptive) to the clause 8.2.1 of ISO 9001 is explicative and helpful as well.
It states that the customers can be both external and internal.
So, the clause can be applied overall:bigwave:
 
Last edited:
somashekar

somashekar

Staff member
Super Moderator
#13
#13
Re: Employee Satisfaction - Does ISO 9001 Require Monitoring of Employee Satisfaction

The QMS broadly catagorizes the parties in business association as the organization (who deploys the QMS) that interacts with its external parties like customers and suppliers.
So to keep it simple
Suppliers are suppliers
Customers are customers
Organization is the entity with which the QMS relates with, and within this are the various resources that perform including the human resource.
So, If we do not get dramatic about the QMS and begin relating the organization human resource as customers etc., it is better for the QMS deployment.
Coming to employee satisfaction, ISO9001 does not talk about this. But again ISO9001 is not everything for an organization. There are management thoughts, concepts and philisophy towards employees and each are different and working well for the respective organization.
 
S

samsung

#14
#14
Re: Employee Satisfaction - Does ISO 9001 Require Monitoring of Employee Satisfaction

qusys said:
Hi Sardokar.
I think that the note ( even though it is not prescriptive) to the clause 8.2.1 of ISO 9001 is explicative and helpful as well.
It states that the customers can be both external and internal.
So, the clause can be applied overall:bigwave:
Click to expand...
I'm sure, by 'internal' customer, ISO never meant employees because employees can never be customers of the organization or even of the processes. They are part of the process. Unlike real customers they can't choose to accept or reject the process outcome because they don't pay for it nor do they sign any supply contract/ agreement with the 'suppliers'. In reality, the employees are not stakeholders but become part of the process as 'resources'. All employees, irrespective of their nature of assignment, have the same customer and along the entire supply chain, every employee has to meet the requirements of the final customer who pays for the product or service.

I interpret the note given at the end of 8.2.1 as other/ sister units working (onsite/ offsite) under the umbrella of one corporate and to whom the organization under debate is supplying some products or services for further processing/ marketing.
 
Q

qusys

Trusted Information Resource
#15
#15
Re: Employee Satisfaction - Does ISO 9001 Require Monitoring of Employee Satisfaction

samsung said:
I'm sure, by 'internal' customer, ISO never meant employees because employees can never be customers of the organization or even of the processes. They are part of the process. Unlike real customers they can't choose to accept or reject the process outcome because they don't pay for it nor do they sign any supply contract/ agreement with the 'suppliers'. In reality, the employees are not stakeholders but become part of the process as 'resources'. All employees, irrespective of their nature of assignment, have the same customer and along the entire supply chain, every employee has to meet the requirements of the final customer who pays for the product or service.

I interpret the note given at the end of 8.2.1 as other/ sister units working (onsite/ offsite) under the umbrella of one corporate and to whom the organization under debate is supplying some products or services for further processing/ marketing.
Click to expand...
I also agree with what you wrote. In fact customers could also be intended such as assemblers of your product, dealer , distributors etc.... So, you shall also consider feedbacks from them.:bigwave:
 
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