ISO 9001:2000 and customer satisfaction

Citation

(2002), "ISO 9001:2000 and customer satisfaction", Measuring Business Excellence, Vol. 6 No. 4. https://doi.org/10.1108/mbe.2002.26706dae.003

ISO 9001:2000 and customer satisfaction

ISO 9001:2000 and customer satisfaction

T.G. Vavra, Quality Progress (USA), Vol. 35 No. 5, May 2002

Looks at the customer satisfaction aspects of ISO 9001:2000, recording requirements to demonstrate identification of customer requirements, alignment of processes to those requirements, process revision when measures indicate loss of customer satisfaction, and internal communication of customer data. Illustrates a satisfaction survey plan that commences with customer needs, followed by design, deployment, deduction and discourse phases, to development. Discusses how to deal with unstated and future needs, unmet expectations, and unsolved problems. Stresses the need to enhance employee awareness, and advocates correlating satisfaction with repurchase or recommendation intent, and actual purchase data. Identifies three reporting audiences of management, employees and customers, and explains why satisfaction information should be provided to each. Advises acknowledging customer contribution to surveys, and emphasizing where customer suggestions have been adopted. Suggests use of a quadrant chart to demonstrate that the organization is listening to customers.

Comment: A comparative article that puts customer satisfaction into the context of ISO 9001 and offers some practical advice in the form of a quadrant chart. Worth a read if you are working towards or currently maintaining your ISO certification.