CUS­TOMER SAT­IS­FAC­TION THE CORE OF ISO 9001

Observer on Saturday - - Analysis & Opinion -

ZNS ISO 9001:2015 is an iden­ti­cal adop­tion of the most pop­u­lar, recog­nised and used in­ter­na­tional Stan­dard ISO 9001:2015. This Stan­dard sets out all the el­e­ments that should ex­ist in a re­li­able and con­sis­tent qual­ity man­age­ment sys­tem. It is ap­pli­ca­ble to all com­pa­nies and or­gan­i­sa­tions as it en­ables or­gan­i­sa­tions

To demon­strate that your or­gan­i­sa­tion can con­sis­tently pro­vide ser­vices (or prod­ucts) that meet the re­quire­ments of your cus­tomers, and any ap­pli­ca­ble reg­u­la­tion

To en­hance the sat­is­fac­tion of their cus­tomers through the ef­fec­tive use of your sys­tems and pro­cesses.

“Con­sis­tently” means, not just meet­ing re­quire­ments some of the time, or now and then, but be­ing able to do this over and over, time and time again. “Demon­strat­ing” means you can show your sys­tem to the sat­is­fac­tion of a qual­i­fied third party (an au­di­tor), us­ing suit­able records, data, doc­u­ments and other ob­jec­tive ev­i­dence.

For or­gan­i­sa­tions and/or com­pa­nies, a SZNS ISO 9001:2015 cer­ti­fied qual­ity man­age­ment sys­tem en­sures:

A com­mon, un­der­stood sys­tem in­clud­ing con­sis­tent and re­peat­able pro­cesses through­out the or­gan­i­sa­tion. This means that func­tions will be car­ried out right the first time around hence

Sre­duc­ing time losses, waste, re­jects, for in­stance.

A sus­tain­able qual­ity cul­ture which means that the or­gan­i­sa­tion/busi­ness func­tions in a dis­ci­plined and sys­tem­atic way, al­most no mat­ter what hap­pens.

Stake­hold­ers and/or employees are clear about what to do and how; they don’t have to spend time ‘mak­ing things up’ or ‘find­ing things out’ or rein­vent­ing the wheel

Bet­ter Mar­ket ac­cess be­cause you can sell to new mar­kets or the cer­tifi­cate dis­tin­guishes you in the mar­ket­place

Prob­lems and/or process fail­ures are quickly iden­ti­fied and at­tended to

You stop spend­ing money or time on the same old prob­lems. Be­cause many have been re­solved per­ma­nently, and if an­other comes up, you now have a process and the re­sources and skills to iden­tify and fix it. Faster, bet­ter, cheaper.

Bet­ter man­age­ment con­trol and re­port­ing you know how your busi­ness is do­ing and what to look at.

As a cus­tomer, buy­ing from a SZNS ISO 9001:2015 cer­ti­fied or­gan­i­sa­tion and/or com­pany will en­sure that;

The com­pany/sup­plier un­der­stands your re­quire­ments and will strive to meet those re­quire­ments

You can be loyal to the sup­plier be­cause they are con­sis­tent in meet­ing re­quire­ments

You are as­sured that the sup­plier has the nec­es­sary com­pe­tence to pro­vide the re­quired service or prod­uct.

You de­light in know­ing that your sup­plier strives to meet your re­quire­ments and to keep you sat­is­fied

Know­ing that the qual­ity of the prod­uct is mon­i­tored through­out pro­duc­tion

You have a piece of mind know­ing that all you com­plaints will be at­tended and re­solved in a sys­tem­atic man­ner.

For com­pa­nies to main­tain their con­tin­ual im­prove­ment in sat­is­fy­ing their cus­tomers, there is a need to have ef­fec­tive com­mu­ni­ca­tion through­out the or­gan­i­sa­tion. SZNS ISO 9001:2015 en­ables com­pa­nies to have an ef­fec­tive sys­tem in place to com­mu­ni­cate in­for­ma­tion about cus­tomers’ de­mands to their employees. As such, employees are given the ex­act re­quire­ments of cus­tomers, which en­ables them to man­u­fac­ture the cor­rect prod­ucts with a re­duc­tion in de­fect rates. SZNS ISO 9001:2015 en­ables com­pa­nies/or­gan­i­sa­tions to have sys­tems to re­port sig­nif­i­cant im­prove­ments due to an in­crease in cus­tomer sat­is­fac­tion and re­duc­tion in cus­tomer re­turns and in­ter­nal fail­ures. Ef­fec­tively im­ple­ment­ing qual­ity sys­tems help­sto de­fine pro­cesses and de­velop dis­ci­pline, which in turn, helps to “do things right the first time.”

Cer­ti­fi­ca­tion also presents greater op­por­tu­ni­ties for ex­port and ex­pan­sion to in­ter­na­tional mar­kets. ISO stan­dards fa­cil­i­tate trade be­tween coun­tries and make it fairer. It pro­vides ac­cess to mar­kets such as Europe and the US be­cause the stan­dards are widely ac­cepted.

Buy­ers faced with the choice of us­ing sup­pli­ers or sub-con­trac­tors from dif­fer­ent coun­tries with sim­i­lar costs are choos­ing cer­ti­fied users of ISO 9001:2015. Thus, ISO cer­ti­fi­ca­tion boosts up ex­port sales. FOR QUES­TIONS AND MORE IN­FOR­MA­TION e-mail us at: info@swasa.co.sz

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