Not IMO. You must ensure people are competent to perform their assigned tasks, but ISO does not necessarily require that be accomplished by writing "job descriptions" in the way I think of them - i.e.
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Job Description
Job Title: Operations Manager
SUMMARY OF FUNCTIONS:
Responsible for effectively planning and coordinating all customer support activities and ensuring the most feasible methods for achieving the most efficient support of customers, sales people and installers.
MAJOR DUTIES AND RESPONSIBILITIES:
Live up to XYZ's Values and Beliefs.
Responsible for the development, implementation and adherence to a Customer Support Program. Develops and/or reviews standards, policies and procedures for all functions involved with or related to Logistics, Engineering Support and Technical Services.
Reviews and resolves product and service problems/concerns with the Product Group and others including vendors, customers, quality control personnel and any person related to logistics, product development, service and engineering.
Oversees and supervise processing of sales orders, acknowledgements and sales invoices in cooperation with sales departments.
Receives and reviews all customer satisfaction surveys and customer contacts and complaints. Reviews complaint trends and product/component failure analysis; reviews corrective actions with appropriate personnel.
Provides technical assistance and training to all customer representatives and field service personnel as needed.
Provides for the control and editing of all company sales and purchase orders, to insure conformity to established policies and procedures.
Oversees and supervise all functions including receiving of products, inventory control, interim quality checks and shipping.
Perform annual performance reviews of supervised personnel.
Perform other duties as requested by the President.
Participate in monthly management meetings and in quarterly company meetings.
ORGANIZATIONAL RELATIONSHIPS:
Reports directly to the President. Supervises all Warehouse, Engineering Support and the Technical Support personnel. Works closely with Project Manager, Sales Managers and Office Manager.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
- Creativity and leadership
- Organizational, interpersonal and communication skills
- Experience in developing teams
EDUCATION and/or EXPERIENCE
Bachelor’s degree (B.A.) from four-year college or university; or six to seven years related experience and/or training; or equivalent combination of education and experience. Experience in one or more of the following fields are essential:
- Customer service.
- Accounting
- Logistics
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IMO, a job description alone may not satisfy all ISO requirements for ensuring competence, but can be used as one tool in that effort, but it typically fulfills other HR needs.
