Developing Customer Focus

Whether you are an ISO registered organization or simply seeking to improve your Customer Management processes - there is a lot to consider.

Here is some of what the new ISO 9000/2000 says about "Customers":-

Launched in December 2000, ISO 9001:2000 requires an organization to have an effective system for monitoring its customers' views. The ISO 9001:2000 standard has made customers the focal point of a process based quality management scheme.

ISO 9001:2000 - What the standard says about "Customer Satisfaction Measurement requirements:-

Section 5: 'Management Responsibility'.
Top management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction.

Section 6: 'Resource Management'.
The organization shall determine and provide the resources needed.....(b) To enhance customer satisfaction by meeting customer requirements.

Section 7: 'Product Realization'.
7.2.1 The organization shall determine (a) Requirements specified by the customer.

Section 8: 'Measurement, Analysis & Improvement'
8.2.1 Customer Satisfaction. As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met the customer requirements.

Section 8.4: 'Analysis of date'.
The organization shall determine, collect and analyze appropriate data to demonstrate the suitability and effectiveness of the quality management system....... The analysis of data shall provide information relating to (a) Customer Satisfaction (see 8.2.1) (b) Conformity to product requirements (see 7.2.1).

There are similar requirements for Charter Mark. The re-launch of Charter Mark will see the standard being applicable to Internal Customers as well as External Customers (as at present).

It really is time to consider how best to "Develop a Customer Focused Organization"

The downloads below outline the Centre for Competitiveness' range of products to enable organizations to acquire the skills and knowledge to meet and exceed all these customer needs and demands and much, much more.

To save these documents on your computer right click the links below and chose Save As
Developing a Customer Focused Organization (MS Word 2000, 50kb approx)
Needs Analysis Decision Tree (MS Word 2000, 60kb approx)
Product Detail Sheets (MS Word 2000, 110kb approx)

For further information, please contact:
Adrian Gundy
Tel: 0870 240 6668
Fax: 028 9046 8361
eMail: adrian.gundy@cforc.org