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ISO 9001 Blog

John Nolan

Practical tips for measuring your QMS according to ISO 9001:2015 clause 9.1

Most companies who have a QMS (Quality Management System) certified according to ISO 9004 or ISO 9001:2015 are accustomed to performing against set objectives and KPIs (key performance indicators), and also demonstrating continual improvement, which we examined in the article ISO 9001 – Where does quality management fit into your …

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John Nolan

How the ISO 9001:2015 standard can help improve relationships with your customers

The ultimate aim of the ISO 9001:2015 standard is to enable a business to satisfy its customers effectively. It can be argued that all components of all clauses contribute toward providing your customer with a consistent and rewarding experience from your goods or services, but the standard deals with “customer satisfaction” directly. …

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John Nolan

Using the ISO 9001 Change Log to ensure customer satisfaction

What happens within our process when we are designing a product for a market, and either our expectations or those of our customers constantly change? How do we deal with this to ensure we can deliver customer satisfaction, and also conform to the ISO 9001:2008 standard? Elsewhere in these pages …

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Ana Meskovska

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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Ana Meskovska

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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Ana Meskovska

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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