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    How to structure quality management system documentation

    Usually, when people think of Quality Management System documentation, they envision loads of documents and unnecessary bureaucratic procedures. This is because companies often go overboard when documenting their Quality Management Systems. However, this doesn’t need to be the case. It is true that the international standard for Quality Management Systems …

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    How to make your QMS successful with ISO 9004

    For many companies, getting an ISO 9001 certificate is the main goal; however, implementing a Quality Management System represents only the beginning of the story. Continual improvement is one of the key principles of ISO 9001. The main reason and ultimate goal of improvement is to achieve and sustain the …

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    Improving quality through effective training

    Very often when people talk about managing quality, at one point they start talking about training. However, that is not because clause 6.2.2 from ISO 9001 refers to competencies and training, relating it to quality of products and services. This is because the clause is logical – in order to …

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    Effective complaints management in a QMS

    Dealing with complaints is tricky; however, in a business environment you have to deal with complaints. But, why should you think about improving your complaints management approach? Because an effective complaints management system can help you: Identify opportunities for improvement of your processes and products/services; Eliminate the root cause of …

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    Handling customer satisfaction with code of conduct and complaints procedure

    As I elaborated in my article Main elements of handling customer satisfaction in ISO 9001, managing customer satisfaction is a necessity that can be often overlooked, or simply put on hold – i.e., “continually postponed.” However, ISO 9001 requirements include enhancing customer satisfaction by meeting customer requirements (5.2., 6.1) and …

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    Main elements of handling customer satisfaction in ISO 9001

    How often do you meet people who think that their customers are unsatisfied by the products and/or services that their company offers? How often do you think about it? We all tend to believe in the quality and superiority of our products and services, and we forget about the subjectivity …

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