Results

Not
Satisfied Satisfied
Requirement
Improve

Customer Organization

Product

Customer Satisfaction Survey

“Degree to which a set of inherent characteristics fulfills requirements”

“a system to direct and control an organization with respect to quality!!!”
“The system is focused towards the meeting of customer requirements and enhancing
of customer satisfaction”
 Increased Employee Customer
Efficiency Morale Satisfaction

Factual
Approach to Increased International
Decision Revenue Recognition
Making

Improvement Supplier
Processes Consistency
Relationship

The standard focuses on maintaining consistently impeccable customer service for the clients, the
benefits of ISO 9001 can be seen by any organization that wishes to improve the customer
experience and be more efficient from within the organization.
 To be effective in whatever we do, we need a system of doing things to be
consistent. Just like craftsmen, managers need a good management to get the job
done.
 There are too many activities in any organization. Easy to lose track of things and
focus. Easy to get distracted. Managers need a good system to keep things in order.
 Systemizing of activities is a natural phenomenon. We do it all the time – privately,
publicly or commercially
Ineffectiveness

Inefficiencies

Problems

Errors

Inconsistencies

Uncertainties
•Know the Quality Policy •Comply with the
• Aware of the relevance and requirements of the QMS, as
importance of their stated in the Quality Manual,
activities and how they procedures, Quality Plan, etc.
contribute to the
achievement of the quality
objectives

Plan Do

Act
• Take corrective action to
rectify all forms of non
conformance through
identification, elimination
and prevention
Check
•confirm that requirements are
accurate
•Verify = measure accuracy of
output against requirements
•Validate = Get feedback from
customer/end-user
•Provide feedbacks or ideas
 Identified

Acknowledged
Nonconformities
• Don’t fear them because
Investigated
–We detect and report them because we don’t want them
to recur
–We report and record them because we want to
Implemented document the improvements made to the QMS

Validated

Closed