ISO 9000 Principle & ISO 9001 Customer focus

 

Organisations depend on their customers, therefore customer needs and expectations should be researched.

ISO 9001 Base Clause Customer focus 5.2

This clause links to 7.2 customer related processes and 8.2.1 customer satisfaction.

If the organisation's mission is to satisfy the customer, then customer requirements must be determined (7.2) and feedback (8.2.1) sought.

There is now considerable emphasis on top management (eg Directors) being seen to be on-board and playing the game. Top management is defined as the person(s) who direct an organisation at the highest level.

The principal message that management must get across is that the objective of this business is to keep the customer happy.

Specifically, management must communicate these ideas (5.1, 5.2, 5.3, 5.5.1, 5.5.2, 5.5.3) to the employees who should be aware of their own roles and responsibilities (6.2.2).

Notice that none of these clauses specify a procedure or a record – you are simply required to do it.

As a result, the Certification Body auditor will want to speak to the MD and the staff. This something that your internal auditors must also do.

 

Use ISONavigator with ISO 9001 or ISO 9004. While every effort is made to ensure the accuracy of the information provided, you are solely responsible for deciding its relevance and applicability given your unique situation. No liability is accepted if you choose to act upon this information. ISO 9000:2005 principles and ISO 9001:2008 requirements are indicated in black. Guidance and interpretation is in green