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Enhanced Customer Satisfaction Through ISO 9001:2000 Quality Management System Implementation

Discover the purpose, benefits, procedures, resources, timeline, and application of implementing an ISO 9001:2000 Quality Management System. Enhance organizational quality, reduce errors, and improve customer satisfaction. Contact Trevor Dean for expert guidance.

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Enhanced Customer Satisfaction Through ISO 9001:2000 Quality Management System Implementation

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  1. Trevor Dean MA, MCQI, ABCI ISO 9001: 2000 Quality Management System

  2. Purpose of ISO 9001 (management system) • To enhance customer satisfaction by meeting customer requirements • by ensuring that you have adequate controls over your business processes and procedures.

  3. Based on 8 principles • Customer focus • Leadership • Involvement of people • Process approach • Systems approach to management • Continual improvement • Factual approach to decision making • Mutually beneficial supplier relationships

  4. What are the benefits? • Reduction in errors, waste and dissatisfaction • Increased employee and customer satisfaction • Improved customer retention • Reduction in claims • Possible increase in market share • All these things make for a successful business.

  5. Only 6 system procedures • Control of documents • Control of records • Control of nonconforming product or service • Corrective action • Preventive action • Internal audit • Supported by operational procedures as required

  6. What resources are required? • Management commitment • Management representative • Internal auditor(s) • Project team • System for communication of information e.g. policy, objectives and procedures • Training on the management system particularly for customer facing employees

  7. How long will it take? • Dependant on company resources but usually within 3-6 months • Determine timescale for certification by UKAS accredited certification body & work backwards • Develop project plan with key milestones

  8. How is it applied? • Determine the needs & expectations of customers • Establish the quality policy & quality objectives (qo’s) • Determine the processes and responsibilities necessary to attain the (qo’s) • Determine & provide the resources necessary to attain the (qo’s) • Establish methods to measure effectiveness & efficiency of the processes • Prevent nonconformities • Continually improve

  9. What will it cost? • Time effort and commitment • Consultants fees • Certification body fees

  10. Questions • Contact Trevor Dean • info@trevordeanconsulting.com • Mob 07906 481131

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