Customer satisfaction measurement and ISO 9001: 2000

The new BS EN ISO 9001:2000 standard has made customers the focal point of a process based quality management system. To quote from the introduction to the Standard: “This International Standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements.”
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Customer satisfaction measurement and ISO 9001:2000 Customer satisfaction measurement and ISO 9001:2000The new BS EN ISO 9001:2000 standard has made customers the focal point of aprocess based quality management system. To quote from the introduction to theStandard:“This International Standard promotes the adoption of a process approach whendeveloping, implementing and improving the effectiveness of a quality managementsystem, to enhance customer satisfaction by meeting customer requirements.”The diagram, reproduced from the Standard shows customers, not management, as thestarting point of the quality management system. The role of management is “toensure that customer requirements are determined and are met with the aim ofenhancing customer satisfaction.” Management is also responsible for makingavailable adequate resources to enable the organisation to develop and deliver aproduct (the standard uses ‘product’ to mean product or service), which will meetthose customer requirements. To judge the organisation’s success in achieving thiscore objective, customer satisfaction will have to be measured and the results used asa key ingredient for the continual improvement of the quality management system.This type of “Plan-Do-Check-Act” process is a continuous one, creating the need toidentify customer requirements and measure customer satisfaction on a regular basis.CR S a Cu q e Management t i us ir u s responsibility s ft m e Resource Measurement analysis a c to n management e o improvement t ims t Input Product o n m realisation Outpute Product er r Source of diagram: BSI Figure 1: Model of a process-based quality management system (BSI, December 2000). This series of six articles will firstly clarify the customer satisfaction measurement (CSM) requirements contained in the new Standard before moving on to explain how to set up a CSM system which will meet the requirements of ISO 9001:2000 as well as providing a very reliable indicator of the extent to which your organisation is meeting its customers’ needs. The requirements of ISO 9001:2000 There are many references to customers in the new Standard, starting right at the beginning where the Scope is defined in terms of meeting customers’ requirements and using the quality management system to enhance customer satisfaction. The main references to CSM in the new Standard are shown in Table 1 and examined below. ISO 9001:2000, CSM requirements Section Requirement1. Scope This Internati ...