Customer Relationship

Who are our Customers – ISO 9001 Considerations?

July 11, 2016

When is a potential customer also considered a customer? ISO 9001:2015 has extended the definition of a customer to include a “person or organisation that could or does receive a product or a service that is intended for or required by this person or organisation” (my emphasis).  This means that the new Standard now requires [...]

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The Impact of Social Media on Business

May 11, 2015

Social Networking Sites – creating networking opportunities and new ways to reach customers Using social media has become an essential aspect of professional life.  The reasons are five-fold: sheer numbers of users (two billion people in 2014) not being bound by time not being bound by location ability to share questions and solutions ability to [...]

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The Cost of Quality

February 5, 2015

The Cost of Quality This is something that is often discussed in a pejorative manner,  however whilst the financial cost of a product or service failure can have a significant effect upon profitability, retaining your customers and future business opportunities, the real cost can be even higher. Amy Bell (Senior Quality Engineer at BAE Systems) [...]

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What constitutes a quality failure?

October 3, 2014

Not everyone within an organisation may agree on what constitutes a quality failure When you talk to health and safety professionals they will readily acknowledge that an individual’s perception of risk will influence their response to hazards.  But when you talk to those in the world of quality, there is not so much understanding that [...]

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Management Review Meetings

June 23, 2014

How to get the best out of your Management Review Meeting The Management Review Meeting is an oft maligned and/or dismissed business tool – seen as just a box to be ticked.  However, Mel Blackmore has recently written an article in Quality World extolling the potential benefits of this forum.  She believes that “The most [...]

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Quality in the hotel industry

August 14, 2013

It’s All About the Finishing Touches When we go to stay in a hotel most of us would expect a clean, comfortable room and friendly, inconspicuous service.  It sounds simple, but to make sure that the same top quality standards are kept throughout a hundred bedroom hotel can prove quite a challenge. Housekeeping processes in [...]

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M&S Customers complain about contactless payment machines

August 6, 2013

Marks and Spencer Admits to charging errors using contactless technology Even the most well-known of businesses can fall down on the quality of their customers’ experiences: some of Marks and Spencer’s customers have complained that the chain’s contactless payment machines have taken money from their credit cards without authorisation. This is the nightmare that everyone [...]

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Quality SOP for the Sub!

June 20, 2013

From sub-standard to standard Sub You may be forgiven for thinking that this story (taken from Quality World) was just a publicity stunt, but whatever the origins, if it’s true, it has to be a wonderful example of using customer feedback – sorry the pun was inevitable! “Have you ever wondered about the standard operating [...]

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What is a Quality Management System?

April 16, 2013

What is a Quality Management System? Explaining what a Quality Management System (QMS) is and does is a common problem for quality professionals.  It seems that everyone can understand the implications of an Environmental Management System or a Health and Safety Management System, but when it comes to Quality getting a grasp on its value and content can be [...]

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Never mind the crocodiles! – A Quality problem

March 12, 2013

On Quality issues it sometimes pays to forget about the crocodiles! You may already have heard the expression that “it’s difficult to remember you came to drain the swamp when you’re up to your neck in crocodiles”.  But it is a salutary reminder that when dealing with quality issues you can end up basking in the [...]

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