ISO 9000

In order to maintain accreditation to ISO9000, the requirements of the revised Standard will need to be met. We can help you meet those requirements.

Please note, EN ISO 9001:2000, approved on 15 December 2000, supersedes ISO9001:1994.

Included in the revisions is a requirement to monitor and measure customer satisfaction - which is our area of expertise.

The relevant clause of the Standard states:

8.2 Monitoring and measurement

8.2.1. Customer satisfaction
As one of the measures of the performance of the quality management system the organisation shall monitor information relating to customer perception as to whether the organisation has met customer requirements. The methods for obtaining and using this information shall be determined.

The accompanying guideline document, EN ISO 9004:2000, states the following:

8.2.1 Measurement and Monitoring of system performance

8.2.1.1 General

Top management should ensure that effective and efficient methods are used to identify areas for improvement of the quality management system performance. Examples of methods include:
customer and user surveys,
feedback on aspects of product,
customer requirements and contract information,

8.2.1.2 Measurement and monitoring of customer satisfaction

Measurement and monitoring of customer satisfaction is based on review of customer-related information. The collection of such information may be active or passive. Management should recognise that there are many sources of customer-related information, and should establish effective and efficient processes to collect, analyse and use this information for improving the performance of the organisation. The organisation should identify sources of customer and end-user information, available in written and verbal forms, from internal and external sources. Examples of customer-related information include:
customer and user surveys,
feedback on aspects of product,
customer requirements and contract information,
market needs,
service delivery data, and
information relating to competition.

The organisation should establish and use sources of customer satisfaction information and should cooperate with its customers in order to anticipate future needs. The organisation should plan and establish processes to listen effectively and efficiently to the "voice of the customer". Planning for these processes should define and implement data-collection methods, including information sources, frequency of collection and data-analysis review. Examples of sources of information on customer satisfaction include:
customer complaints,
communicating directly with customers,
questionnaires and surveys,
subcontracted collection and analysis of data,
focus groups,
reports from consumer organisations,
reports in various media, and
sector and industry studies.

other clauses in this sub-clause are headed:

8.2.1.3 Internal Audit

8.2.1.4 Financial measures

8.2.1.5 Self-assessment

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