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  ISO 9001/4:2000
  5.2 Customer Focus

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Author Topic:   5.2 Customer Focus
Andy Bassett
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Posts: 274
From:Donegal Ireland
Registered: Jun 1999

posted 21 September 2000 02:52 AM     Click Here to See the Profile for Andy Bassett   Click Here to Email Andy Bassett     Edit/Delete Message   Reply w/Quote
Top management shall ensure that customer needs and expectation are determined.....

Honestly now, when writing the manual do you blah blah this section, or do you try to define something that the managment do to create customer focus. As far as i can see this is covered in other sections like 7.2.1 Identification of Customer Requirements. Do you repeat this section.

I am as always desperate to avoid simply creating a weighty useless set of documents.

If i write something i would like it to be factual and actual

Regards

------------------
Andy B

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Jim Biz
Forum Wizard

Posts: 275
From:ILLINOIS
Registered: Mar 2000

posted 21 September 2000 03:17 PM     Click Here to See the Profile for Jim Biz   Click Here to Email Jim Biz     Edit/Delete Message   Reply w/Quote
/Sure not an answer to your post but I've got a good one going....under the "Customer Expectations file"

Recieved a return request yesterday 9/20/2000 for 2% of a part load - 98pcs. on a part we delivered 7/15/1999... Our customer "expectation is that we accept return after 14 months... because the parts "don't fit" - nor reason for why they dont fit.... Plus "guess what" it is now an obsolete part and they don't intend to order it again... Does the newest standard read "REASONABLE EXPECTATIONS"? OR REASONABLE SATISFACTION? (We're talking minimal dollars worth of materials and a return Freight bill equal to the part cost after 14 months.) HOW could anyone ensure & determine that type of expectation??

Arrrrrrrgh

[This message has been edited by Jim Biz (edited 21 September 2000).]

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awk
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Posts: 19
From:Ontario, Canada
Registered: Sep 2000

posted 24 September 2000 11:53 AM     Click Here to See the Profile for awk   Click Here to Email awk     Edit/Delete Message   Reply w/Quote

Andy:

I'm writing a Customer Satisfaction Procedure that includes all the customer areas, such as Customer Focus, Identification of Customer Requirements, etc.

In the Quality Manual I am referencing the Customer Satisfaction Procedure. This way I am not being redundant.

awk

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Marc Smith
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Posts: 4119
From:West Chester, OH, USA
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posted 24 September 2000 12:05 PM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
This is a new addition to ISO 9001. Since the new standard has not undergone the final vote, there is still some discussion on how this can be addressed. Currently the thought is this is going to be in part evidenced during planning stages. The implementation currently appears to be that the expectation is that customer 'needs and expectations' be determined not only during quality planning but to also be re-evaluated periodically. The words NEEDS and EXPECTATIONS muddy the waters as they are quite open to interpretation. 'Converting' these to 'requirements' implies defining measurables.

The interpretation here is murky. The question most open to discussion is how a company determines customer Îneedsâ and Îexpectationsâ. In manufacturing there are tools such Quality Function Deployment. In essence, QFD (Quality Function Deployment) is a tool to map out product characteristics with customer wants and needs, working to determine the value the customer puts on the characteristics. However, QFD is just one tool and it is a Îdifficultâ one to master. QFD is not a specific suggestion from me ö just Îfood for thoughtâ.

Converting customer Îneedsâ and Îexpectationsâ into requirements is less of an issue. If you determine a customer Îexpectsâ quick service, you define what Îquickâ is. For example -- FWC has determined (or so it appears) that 4 hours is the longest a customer would want to wait for a service representative to call after contacting FWC for fulfillment. FWC has integrated this requirement into its response (fulfillment) system. The question is ö How did you determine this?

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