The Basics of ISO9001 Management Systems Video Lecture | ISO 9001 (Quality Management): Achieve Business Excellence

I'm often asked what's this quality
management system thing that we're meant
to be putting together that best
practice is going to come out and
evaluate so to respond to that I offer a
little bit of advice and a little bit of
guidance and that is to have a real
think about what is it that the
standards trying to achieve in and
ultimately it's about meeting your
customers requirements and and measuring
and monitoring customer satisfaction so
at the back of the standard that talks
about customer satisfaction there's
nothing at the front of the standard it
really talks about what it is that you
need to set up to do that so I like to
give people some advice and guidance and
and that's for you today which is think
about the promises that you make to
customers and the promises that you that
you make to your to your industry and
that is that there's probably five that
you make but there's often five that you
don't think about know the implied
promises that that your customers expect
but they haven't necessarily been
discussed so think about when you go and
buy a new car for example you go to the
dealership and have a look at this great
in your vehicle and and then you go away
for a couple of days and think about it
then you ring up and say great I'm going
to take it so you go to pick it up you
expect that it's Washington it's
polished and it's cleaned and it's
vacuumed and then it's all operational
is running but that necessarily
discussed so have a think about those
sorts of things and make sure that when
you build your management system then
you've got policies and procedures and
processes they're going to support you
with that they're going to support not
only the promises that you make and
they're there the great things about
your service they're your features and
benefits or your differentiators but
also think about put yourself in your
customers shoes what is it that they
truly want from you what are you really
value adding in their business that
valuable final product that you're
giving them it's not necessarily about
you it's about them put yourself in
their shoes and think about what it is
that they need what it is that they want
in supporting what you've done there in
developing those policies and systems
ultimately what we're looking for is an
embedded cycle of continual improvement
we're looking for
that you've defined your critical
processes we're looking that you do that
and that you can show us that in it and
then you've got a cycle of management
review in place so you're going through
that cycle of continual improvement so
make sure your systems documented
implemented and maintained in and
ultimately that's what we're looking for