ISO 9001 Quality was the first quality standard and as such is the most popular, with over 1 million organisations holding this standard across the world today.
It’s certainly the one that comes to mind for most people when they think of ISO certification.
Notwithstanding the name, the focus of ISO 9001 Quality is customer satisfaction.
Implementing this standard within your organisation requires you to do three things:
- Set up a method for your customers to provide feedback, so you can actually measure customer satisfaction.
- Ensure your customers have nothing to complain about.
- Ensure that feedback from customers and internal sources is used to develop your future systems to get better still.
Clearly, there’s a lot behind these – but companies which have really embraced ISO 9001 Quality, and used it to run their business, have dramatically improved.
Those companies that have subsequently risen to the top of their field often attribute this to attaining their ISO standards and to taking on board wholeheartedly the approach across all their activities in their business.
Ensuring your customers are happy is not about achieving the impossible, it’s more a process of matching your product or service with their expectations.
This is achieved by delivering what the customer is expecting, when they asked for it and at an agreed price – while at the same time being amenable to changes if these cannot be avoided.
ISO 9001 Quality Standard is designed to be hugely adaptable and, no matter how small or large your company, its implementation can drive your organisation forward successfully.