INTRODUCTION
A key strategic advantage of quality management system (QMS) certification is that it can increase customer satisfaction. Customer satisfaction includes product or service quality, customer service that is consistent and on time, effective communication, competitive price and value for money and the ease of access to the product(s) or service(s). The objective of this blog article is to outline how quality management system certification can enhance customer satisfaction. This blog article will focus on the following aspects:
- Selecting the correct certification
- Identification and interpretation of customer needs
- Process improvements
- Customer centric approach
- Risk management
- Monitor and measure performance.
SELECTING THE RIGHT CERTIFICATION
ISO 9001:2015 emphasises quality management and customer satisfaction. The primary focus of ISO 9001:2015 is on achieving continual improvement and customer satisfaction through effective processes. ISO 9001:2015 is suitable for organisations seeking to enhance their product or service quality and customer experience. The ISO 9001:2015 standard follows the high-level-structure (HLS) that is common to all new and revised ISO management standards. This structure aims to facilitate integration with other management system standards like ISO 14001 (Environmental Management) and ISO 45001 (Occupational Health and Safety).
IDENTIFICATION AND INTERPRETATION OF CUSTOMER NEEDS
It is important to identify your customers’ needs and expectations through customer surveys, feedback, and interactions. It is also important to stay attuned to the evolving demands of the client’s target audience. A major competitive advantage can be gained through interpreting customer needs to create a product or service that resonates with customers, solves their problems, and adapts to the changing external compliance environment.
PROCESS IMPROVEMENTS
Any rework costs money and time. Ensure all processes are well defined, documented and regularly reviewed to enhance efficiency and reduce errors. It is important to assess current processes and identify any areas for improvements. Any new process improvements need to be continuously monitored to assess whether any ongoing refinement is required.
CUSTOMER CENTRED APPROACH
Ensure regular customer feedback. Customers appreciate ongoing support after purchasing a product or service, including warranties, repairs, or technical assistance. Providing information to customers also ensures that they make informed decisions and helps the organisation establish a reputation in the market as being a subject matter expert. Competitive and transparent pricing also helps with customer satisfaction. Customers also seek convenience in their interactions with businesses.
RISK MANAGEMENT
It is critical to implement appropriate corrective actions that mitigate risks and to be proactive rather than reactive. The risk management process needs to identify potential issues that could impact customer satisfaction. Risk management processes can include a mechanism for handling customer complaints and issues promptly. Customers are more likely to stay loyal to a company that shows a commitment to risk mitigation.
MONITOR AND MEASURE PERFORMANCE
If a warranty is offered on a product, then it is important to measure and analyse the warranty claims. A peak in warranty claims indicates that appropriate corrective actions need to be implemented to achieve customer satisfaction.
CONCLUSION
Quality management system (QMS) certification can enhance customer satisfaction.
Irrespective of the industry sector quality management system certification enhances credibility, trust, and confidence in the ability of an organisation to deliver consistently high- quality products or services. Customer satisfaction is an ongoing effort. As the customer environment changes then further organisational improvements need to be implemented to stay competitive and keep clients coming back.
If you have any questions, please feel free to contact us on 1300 367 782 or info@obsequentia.com.au
