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ISO 9001:2015 - Improving Quality Management and Customer Satisfaction

ISO 9001:2015 is a standard that helps businesses implement a quality management system to improve efficiency and customer satisfaction. This article explains what ISO 9001 is, who it is for, its benefits, key improvements in the latest version, and how to get started.

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ISO 9001:2015 - Improving Quality Management and Customer Satisfaction

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  1. What is ISO 9001? ISO 9001 is a standard that sets out the requirements for a quality management system. It helps businesses and organizations to bemore efficient and improve customer satisfaction. A new version of the standard, ISO 9001:2015, has just been launched, replacing the previous version (ISO 9001:2008).

  2. What is a quality management system? • Aqualitymanagementsystemisawayofdefining howanorganizationcanmeettherequirementsof its customersand other stakeholdersaffected byitswork. • ISO9001isbasedontheideaofcontinualimprovement. • It doesn’t specifywhattheobjectivesrelatingto“quality”or “meetingcustomerneeds”shouldbe, but requiresorganizationstodefinetheseobjectives themselvesandcontinuallyimprovetheirprocesses inordertoreachthem.

  3. Who is ISO 9001 for? • ISO9001issuitablefororganizationsofalltypes, sizes andsectors. • In fact, one of the key improvements of the newly revised ISO9001:2015 was to make it more applicable and accessibletoalltypesofenterprises. • Smaller companies that do not have staff dedicated to quality can still enjoy the benefits of implementing the standard– ISO has many resources to assist them.

  4. What benefits will it bring to my business or organization? • Implementingaqualitymanagementsystemwillhelpyou: • Assesstheoverallcontextofyourorganizationto definewhoisaffectedbyyourworkandwhatthey expectfromyou.Thiswillenableyoutoclearly stateyourobjectivesandidentifynewbusiness opportunities. • Putyourcustomersfirst,makingsureyou consistentlymeettheirneedsandenhancetheir satisfaction.Thiscanleadtorepeatcustom,new clientsandincreasedbusinessforyourorganization.

  5. ISO 9001: benefits • Workinamoreefficientwayasallyourprocesses willbealignedandunderstoodbyeveryoneinthe businessororganization.Thisincreasesproductivity andefficiency,bringinginternalcostsdown. • Meetthenecessarystatutoryandregulatory requirements. • Expandintonewmarkets,assomesectorsand clientsrequireISO9001beforedoingbusiness. • Identifyandaddresstherisksassociatedwith yourorganization

  6. Why was ISO 9001 revised? • All ISO standards are reviewed and revised regularly to make sure they remain relevant to the marketplace. • ISO9001hasbeenupdated totakeinto account the different challenges that businesses now face. • Forexample,increasedglobalizationhaschangedthewaywedo businessandorganizationsoftenoperatemorecomplexsupply chains, and thereareincreased expectationsfromcustomers. • ISO9001needs to reflectthesechanges inordertoremainrelevant.

  7. What are the key improvements? • Structure • ISO9001:2015nowfollowsthesameoverall structureasotherISOmanagementsystemstandards(High-LevelStructure),makingiteasierforanyoneusingmultiplemanagementsystems. • See AnnexSLofISO/IECDirectivesPart1(therules fordevelopingISOstandards) for further information. • Focus on risk-based thinking • Thishasalwaysbeenpartofthestandard,but thenew versiongivesitincreasedprominence. • Moreinformation canbefoundontheWebsiterunbyISO/TC176/SC2,thegroupofexperts behindthestandard(www.iso.org/tc176/sc2/public).

  8. What benefitsdoes the new version bring? • Thenewversionofthestandardbringstheuseranumberofbenefits. • ISO9001:2015: • Putsgreateremphasisonleadershipengagement • Helpsaddressorganizationalrisksandopportunities inastructuredmanner • Usessimplifiedlanguageandacommonstructureandterms, particularlyhelpfultoorganizationsusingmultiplemanagementsystems • Addressessupplychainmanagementmoreeffectively • Ismoreuser-friendlyforserviceandknowledge-based organizations

  9. Should I be certified to ISO 9001? • Certification- when an independent certificationbodyauditsyourpractices against the requirements of thestandard – is not a requirement of ISO9001, but isawayofshowing stakeholdersthatyouhaveimplementedthestandardproperly. • Forsome companies,third- partycertificationmaybearequirement.Forexample,somegovernments orpublicbodiesmayonlycontract suppliersthathavebeencertifiedtoISO9001. • ISOdoesnotperform certification.Formoreinformation aboutthecertificationprocess,see www.iso.organd the publication ISO9001:2015– Howtouseit.

  10. How do I get started with ISO 9001:2015? • Key tips • Tip 1 – Define your objectives. Why do you want to implement the standard? • Tip 2 – Ensure senior management is on board. It is crucial that everyone is supportive of the initiative and its objectives. The publications Reaping the benefits of ISO 9001 and ISO 9001: Debunking the myths may help with this. • Tip 3 – Identify your organization’s key processes for meeting your objectives and customers’ needs. Within each of these processes, ensure you understand your customers’ requirements and can guarantee that these are met. This will form the basis of your quality management system.

  11. Examples of success with ISO 9001 • ISO9001isusedsuccessfullyalloverthe world.In2013alone, overonemillioncertificatestothestandard wereissuedacross 187countries,andmanyothercompaniesandorganizationshave usedthestandardwithoutseekingcertification. • SuccesswithISO9001cantakemanyforms. Forsomeenterprises, itisall aboutattractingnew clients, whileothersseeitasthe blueprintforinternalefficiency.

  12. Otherstandardsinthe 9000 family • There are many other standards in the ISO 9000 series that can help you reap the full benefits of a quality management system and put customer satisfaction at the heart of your business. • ISO 9000 contains detailed explanations of the seven quality management principles with tips on how to ensure these are reflected in the way you work. It also contains many of the terms and definitions used in ISO 9001. • ISO 9004 provides guidance on how to achieve sustained success with your quality management system. • ISO 19011 gives guidance for performing both internal and external audits to ISO 9001. This will help ensure your quality management system delivers on promise and will prepare you for an external audit, should you decide to seek third-party certification.

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