ISO 9001 Training
Understanding ISO 9001:2008
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ISO 9001 TrainingUnderstanding ISO 9001:2008
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5 Management Responsibility 5.2 Customer Focus Top management shall ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction (see 7.2.1 and 8.2.1). |
ISO 9001 Training - Key Explanation Points and
Tips:
Organizations
depend on their customers. So it is important that customer relationships be effectively managed. Accordingly, you
must understand current and future needs of
customers; you must meet their requirements and strive to exceed
their expectations.
To ensure this you must understand your
customer’s specific needs and requirements in terms of products, price, delivery communication, service and
support.
You must have an effective
communication process between your customer and your organization, for discussion, review, timing, action and
responsibility on the above issues.
You must have an effective process for communication and review of
the above requirements to relevant personnel or departments within your own organization.
It is top management role to provide the leadership and commitment of time and resources to
ensure this happens. Auditors will look for evidence of this.
Clause 7.2.1 gets further into the details of understanding and processing customer
requirements. Clause 8.2.1 sets requirements for monitoring and measuring customer
satisfaction.
Clause 5.2 provides the top
management’s overall responsibility for customer relationship management (CRM), while clause 7.2.1 provides
the front end and clause 8.2.1 provides the back end, of the underlying and detailed activities of
CRM.
You will notice that the requirements
of clause 5.2 - customer focus can be included the following processes - business planning; communications;
sales and marketing; and customer satisfaction feedback; etc.
Clause 5.2 does not require a ‘documented’ procedure. However, you must identify and
document (e.g. process map; process flow diagram; etc.) the processes listed in the paragraph above as part
of your QMS (see clause 4.1).
You must also identify what specific documents may be needed for effective
planning, operation and control of these processes (see clause 4.2.1d).
Examples of such documents may include - a documented procedure; business plan;
statement of customer related policies and objectives; etc.