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ISO 9001 Implementation and Certification - 6 Years of Advice

D

dv8shane

#201
#201
Re: ISO 9001 Implementation and Certification - Some advice

António Vieira said:
Thank you for your answer BorisS.

In fact what we need is a statistical method to validate the customer satisfaction questionnaires.
I read in a book that validation might be made using the Alpha Cronbach Coefficient.
They wrote that Alpha Cronbach shoul be at least 0,7 in order to consider the questions well done.
My question is if anyone has an easy (statistical) method to reach this result.

Thanks
AV
Click to expand...
Anthony,

Before you go doing all the analysis think first what is required and what will you actually gain from all this work besides personal knowledge. Are there real benefits to be gained from this by the company? Is it a customer requirement that you are meeting?
I am in the calibration industry and have found most customers actually find it annoying to fill out satisfaction surveys. In the end I determined only to issue surveys to customers twice a year and only to "key customers". Those who I knew would answer because they wanted to help make my service better. Customer communication is even more important than the surveys.

My surveys are very simple they have 5 questions and 4 levels of rating making for easy scoring, and a place for comments.
They are: Delivery time as negotiated. Conformance to your requirements, Preservation of goods, Reporting of results, and Ease and politeness of communication. Scoring is Poor Fair Good Excellent.

Validation for me shows through the repeat business, and lack of complaints. In reality that is what any business owner wants.

Shane
 
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Antonio Vieira

Antonio Vieira

Involved - Posts
Trusted Information Resource
#202
#202
Re: ISO 9001 Implementation and Certification - Some advice

Thank you for your answer!
In my case I really think that customer questionnaires should be in fact reliable and somehow validated. We are talking of a service with constant interaction with the customer that is made in several places and the only way we have to check if customers are in fact satisfied with our service is using reliable measurement “devices”.
Since I have been studding this issue, I am sure that all the past customer satisfaction surveys that I have done before were made using a not reliable method. Of course its results weren’t reliable!
From what I have been reading until now about this issue, one thing I can assure - the same problem applies to everybody, everywhere, that are using questionnaires for measuring customer satisfaction…

AV
 
L

LUV-d-4UM

Quite Involved in Discussions
#206
#206
Re: ISO 9001 Implementation and Certification - Some advice

I was the Quality Coordinator when my company first became ISO9001. I did not know this website existed already prior to that time, so I did it the hard way. The secret is this: without Top Managment commitment, it would be an arduous task to get things done. You need to have a team and keep this website handy because without these consultants (actually I call them Wise Men) to guide you, you will have a challenge in your hands. I bacame confident as a Quality Focal Point by being close to these consultants at Cove. Enjoy the journey and the success Right First Time!!!
 
R

Rondell-TNA

#207
#207
Re: ISO 9001 Implementation and Certification - Some advice

Hello. I am new to this forum, but not new to ISO implementation. It is in my experience that Executive Management involvement and training is the most important in implementation. According on how flexible they are you implementation with either run smoothly or be a complete headache.
 
L

LUV-d-4UM

Quite Involved in Discussions
#208
#208
Re: ISO 9001 Implementation and Certification - Some advice

Top Management will fully commited to the implementation of ISO9000 if it is used as a vehicle to promote the organization's Business Plan. ISO should show how the company does it's business to deliver a better, cheaper, and faster products to the customer and close the loop by soliciting performance feedback from the customer. THe mission and vision of the copany provided framework to theKey performance indicators which were known as Quality Objectives. Stakeholders would be delighted to support ISO if it can add value to bring benefit to the bottom line.
 
Antonio Vieira

Antonio Vieira

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#209
#209
Re: ISO 9001 Implementation and Certification - Some advice

Does anyone know of any museum registered ISO 9001?
As these kind of organization deals with constant interaction with the public, and in most of the cases is a business, I wonder why registerd museums are not easy to find arround the world...

Thanks
AV
 
Stijloor

Stijloor

Staff member
Super Moderator
#210
#210
Re: ISO 9001 Implementation and Certification - Some advice

António Vieira said:
Does anyone know of any museum registered ISO 9001?
As these kind of organization deals with constant interaction with the public, and in most of the cases is a business, I wonder why registered museums are not easy to find around the world...

Thanks
AV
Click to expand...
António,

Not a certified museum, but here is a link to an interesting thesis.

A science museum in Japan.

A museum in Argentina.

Museums in Kenya.

Stijloor.
 
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