posted 23 August 2000 04:08 AM               

I was bidding for work from a big customer recently, and i was forced to show the results of previous projects that i had done, so i had to produce a 'Evaluation Form' and get my customers to complete it.

Even though i only did a very simple 10 question form, it actually turned into a very interesting exercise in assessing your own competencies.

For example one of my weak points consistenly appears to be in keeping projects on track, and although i might defend myself by saying that it is the nature of the QMS Beast, i have started to think more about how i keep my projects on track.

If anybody wants this form i will e mail it to you, alternatively i will send it to marc and he can put it in the PDF region.

Marc has said he will put in on at the weekend (He must have a hot date at the moment)

Regards

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Andy B

posted 30 August 2000 04:54 AM               

I sent a copy to everyone who requested, i just seemed to have a problem with the email address of Barb and laura, could be a problem my side. Anyway document is now posted on this site.

Regards

posted 31 August 2000 08:03 AM               

"4.1.6 The supplier shall have a documented process for determining customer satisfaction, including frequency of determination, and who objectivity and validity are assured. Trends in customer satisfaction and key indicators of customer dissatisfaction shall be documented and supported by objective information..."

and the form you are talking about gives you a strong method to accomplish this. Now when you get into benchmarking, that can get very difficult for highly competitive industries and companies that don't want to share data.

We send out this type of survey to our top 100 customers based on sales volumn and then analyze the data and react to any negitive trends. With benchmarking we try to use what is available, but it gets very vauge. Does anyone have any comment on this?

posted 01 September 2000 06:07 AM               

quote:

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Originally posted by barb butrym:
andy...i have a problem with my email as listed (help...marc?) the provider sold the service, so "os.com" doesn't exist anymore it is now [email protected] they were forwarding mail for 6 months, but that has expired.....and I need an update to the profile,,,,

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posted 02 September 2000 04:32 PM               

quote:

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Originally posted by Tom W:

Is it correct to say that QS requires you to measure customer satisfaction

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quote:

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"4.1.6 The supplier shall have a documented process for determining customer satisfaction, including frequency of determination, and who objectivity and validity are assured. Trends in customer satisfaction and key indicators of customer dissatisfaction shall be documented and supported by objective information..."

and the form you are talking about gives you a strong method to accomplish this. Now when you get into benchmarking, that can get very difficult for highly competitive industries and companies that don't want to share data.

We send out this type of survey to our top 100 customers based on sales volumn and then analyze the data and react to any negitive trends. With benchmarking we try to use what is available, but it gets very vauge. Does anyone have any comment on this?

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In the new ISO (8.2.1) customer satisfaction is part of the game.

The following is from: www.isogroup.net

"The ISO 9000:2000 standard now states that you must monitor information on customer satisfaction (and or dissatisfaction) as one of the measurements of performance of your quality system. You must also determine how you are going to obtain and use this information. This is a new requirement in the ISO 9000:2000 standard.

The '94 version of the standard stated that the requirements that it entailed were specified primarily to achieve customer satisfaction. Well, now the standard is taking a different tone to that goal and specifically states that we must monitor customer satisfaction as a requirement of the ISO 9000:2000 standard.

Do a lot of us currently do this now? Well, hopefully so, but it may not be likely. The primary method of monitoring customer satisfaction: "Hey John, did we get the order?", many organizations can be falsely drawn into the conclusion that the customer is completely satisfied merely because they receive repeat business, but this may not be the case...

How many of you have continued shopping at a store which has poor service because it is convenient? Maybe it is close by to your work/home, maybe the store carries a product that you cannot find elsewhere, maybe they are cheap. Whatever the reason, you go back because of some reason other than you are happy with their service, and if given another option you would be more than willing to try it.

Though an exaggeration, this is an example of how repeat business may be false security.

Element 8.2.1 of the ISO 9000:2000 standard is in place to NOT allow this to happen. The standard requires that you define ways of obtaining and using information pertinent to your customer's satisfaction and monitoring this information as a minimum form of measuring quality management system performance. Being proactive and finding out issues before they arise is the idea, how you do it is up to you.

The new ISO 9000:2000 standard helps clarify whose opinion is most important in regards to your Quality System, Your Customer's. The new standard requires the "monitoring" of customer satisfaction information, it does not require the implementation of an entirely new measurement system. The extent that you want to take this is up to you."