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  ISO 9001/4:2000
  Customer focus

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Author Topic:   Customer focus
Forum Contributor

Posts: 13
From:Constanta, Romania
Registered: Jan 2001

posted 14 May 2001 05:08 AM     Click Here to See the Profile for paula   Click Here to Email paula     Edit/Delete Message   Reply w/Quote
Is there a need to have a procedure to address this issue? Does anyone have an example of such a procedure? I feel that the issues like customer requirements and customer complaints, which show our commitment and care for our customer are treated in specific procedures and this aspect can only be mentioned in the policy manual. Please help.

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Kevin Mader
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Posts: 575
From:Seymour, CT USA
Registered: Nov 98

posted 14 May 2001 01:08 PM     Click Here to See the Profile for Kevin Mader   Click Here to Email Kevin Mader     Edit/Delete Message   Reply w/Quote
There isn't a specific need to create a procedure, however, I would guess that some procedures in your program and the Quality Manual have references to this to some degree.

The Customer is the reason why the organization exists. If we aren't already looking at the Customer for direction, then where will direction come from?



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Posts: 81
From:Rochester, NY
Registered: Jan 2000

posted 14 May 2001 02:22 PM     Click Here to See the Profile for ISO GUY   Click Here to Email ISO GUY     Edit/Delete Message   Reply w/Quote
I would say you address Customer Focus in 4.3 Contract Review??

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Forum Contributor

Posts: 13
From:Constanta, Romania
Registered: Jan 2001

posted 15 May 2001 02:45 AM     Click Here to See the Profile for paula   Click Here to Email paula     Edit/Delete Message   Reply w/Quote
We are talking here about ISO 9000-2000 standard, where "Customer focus" is 5.2.
I thought about using the former "contract review" procedure to address this, but I would rather use it (parts of it) to create procedures regarding customer requirements and satisfaction.

So, from what you're saying, I may say in the quality manual that we focus on our customers and reffer to all the procedures that treat the interaction with the customer.

Would this be all right?

Have a good day!

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Forum Contributor

Posts: 11
From:Racine, WI USA
Registered: Apr 2001

posted 15 May 2001 09:18 AM     Click Here to See the Profile for rock   Click Here to Email rock     Edit/Delete Message   Reply w/Quote
Hi Paula
A procedure isn't required but it does refer to 7.2.1 and 8.2.1.

8.2.1 Customer satisfaction As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.

The last statement sure sounds like it could be a precedure to me. Why not write a procedure stating how you're going to go about getting the feedback.


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Francis Cottier
posted 15 May 2001 11:36 PM           Edit/Delete Message   Reply w/Quote
I would suggest that the Customer Satisfaction is much more than the old Contract Review which focussed on establishing the (Product) requirements. It is possible to have customers who are not satisfied but have no problem with the product itself. Factors such as personnel responsiveness and attitude also play a part in keeping customers happy.

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Posts: 228
From:New Britain, CT
Registered: Nov 2000

posted 16 May 2001 09:13 AM     Click Here to See the Profile for energy   Click Here to Email energy     Edit/Delete Message   Reply w/Quote
Customer satisfaction, classified as Complaints and or feedback, is for after sales communication. As such, there should be a procedure detailing how all personnel who interface with customers convey the good and bad comments back to the organization so that these can be used during management review meetings to assess Customer Satisfaction. Classifications such as poor packaging, wrong material, pricing complaints, atta boys, great product, etc. allows you to concentrate on those areas where there are repeat problems to continuously improve your customer's satisfaction. To make sure everybody is doing exactly what is required by the organization, a procedure for this is strongly recommended.

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Posts: 13
From:West Chester, OH, USA
Registered: Feb 2001

posted 16 May 2001 10:03 AM     Click Here to See the Profile for Greenraisin   Click Here to Email Greenraisin     Edit/Delete Message   Reply w/Quote
I would think that you would also want to look back at your design control system. Design inputs should reflect customer wants, needs, and preferences. If your system actively solicits input from customers, or even takes into consideration complaints or other customer inputs, then you have customer focus! Design Validation is a requirement to ensure that you are meeting the customer's requirements, (does what it's supposed to do). Verification is to demonstrate that it meets design requirements, (Engineering specifications, dimensions, etc.). All the other suggestions are valid, as well, and I would put in my quality manual something like: "We focus on our customers by soliciting input to our designs, validating the design to customer requirements, and by monitoring customer satisfaction through our complaint handling process." If you have other customer interfaces, such as industry groups or some other affiliation, state that, too. Of course, if you do these things, there should be some sort of documentation controlling it to ensure consistent and successful application, (procedures).

Hope this helps!

See you down life's highway!


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