IJ's Blog

Monitoring and Measuring Customer Satisfaction is covered under Clause 8.2.1 of ISO 9001:2008: 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. NOTE Monitoring customer perception can include obtaining input from sources such as customer satisfaction surveys, customer data on delivered product quality, user opinion surveys, lost business analysis, compliments, warranty claims and dealer reports. The question asked to me by a colleague was if then measuring and quantifying customer satisfaction was a requirement, was it good for an organization. My final conclusion and recommendation after in house discussion with John (our Senior VP) is that in simple terms ISO 9001 does not require the organization to quantify ...

QMII has always brought value to our alumni and clients by looking at the system in its totality and how the investment in the system will affect the bottom line positively. The Top Management plays a very important part in this. Our leadership training is for leaders to lead the people and processes as a system. The Awareness Leaders Workshop (AWS) has stood the test of time and been valued by leaders as they implement the system approach. Effective from February 2014, QMII is launching additional training in leadership. This training has been planned based on inputs received over the years from our alumni including several CEOs and Top Management (TM) representatives of organizations that we have worked with. We are not planning at present to teach managers to be leaders. This is being done in the next stage in a separate training package. This training is not for teaching leadership to managers. Teaching leadership to managers is a completely different course to what our tra...

The revision process for the standards is common, and ISO 14001:2015 is undergoing similar scrutiny. The draft revisions will continue as per the process that ISO follows. The working group is expected to move toward a true consensus standard following up on comments and suggestions. This is expected to be finalized by end of 2015. The standard is then expected to be good till about 2025. These fundamental changes are going to be with us for a long time. So by September of 2015, both ISO 9001 and ISO 14001 will be available in the revised format. The ISO 14001:2004 lays the framework for organizations to manage environmental aspects effectively and ensure protection of the environment and prevent pollution. This internationally accepted standard is proof of an organization conforming to the EMS (environmental management system) principles. The existing standard has stood the test of time, but the changes envisaged now will ensure the revised standard continues to meet emerging an...

QMII has always brought value to our alumni and clients by looking at the system in its totality and how the investment in the system will affect the bottom line positively. The Top Management plays a very important part in this. Our leadership training is for leaders to lead the people and processes as a system. The Awareness Leaders Workshop (AWS) has stood the test of time and been valued by leaders as they implement the system approach. Effective from February 2014, QMII is launching additional training in leadership. This training has been planned based on inputs received over the years from our alumni including several CEOs and Top Management (TM) representatives of organizations that we have worked with. We are not planning at present to teach managers to be leaders. This is being done in the next stage in a separate training package. This training is not for teaching leadership to managers. Teaching leadership to managers is a completely different course to what our tra...