In this series of blog posts, I will be taking a look at the main sections of ISO 9001, what they are, why they are important ...
This 101 is looking at Section 8.2 Requirement for goods and services. Why is this important to my business? Ever ordered a product and not received the right one? Or hired a contractor and they havenít done what you thought they should have done? There can be many reasons for these types of issues.
If a product number on your website is incorrect, then you have an issue. If the work agreed with the contractors is not defined enough then misunderstandings are likely. To stop these, you really need to ensure that requirements are fully understood, reviewed and approved.
How do I manage this? Well, this will vary depending on your business. For a website product-based business, you will no doubt have a piece of software that manages stock and the sales process. Making sure that the data in the software is correct will be vital to ensuring customer requirements can be met. For a service-based business, key deliverables need to be agreed alongside the more intangible outcomes where possible.
Ensure you have clearly outlined communication channels for customers, so they know who to contact if there is any change of mind or circumstance is helpful. Feedback surveys online or in person can be used to ensure you have delivered what was expected satisfactorily.
Make sure there is a review process so you can fulfil the order is an important step. This might be done automatically if an eCommerce store but may require a meeting with others in the company if service-based and less tangible.
Having the resource and capability required is paramount to customer satisfaction as you should be certain you can actually meet the claims you make. Keeping customer communications and documentation is more important to some businesses.
A restaurant keeping the orders from a particular night is not necessary the next day, whereas a construction project involving legal and statutory requirements may need to keep records for many decades.
Many of the companies I have worked with have found it useful to have an independent person to work with them to help understand the requirements and how to implement them.
If you would like to know more about anything I've mentioned in this blog post, do give me a call on 01858 414226 or leave a comment below and let's see how I can help you.