Customer feedback

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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Quality: Introducing Change and Improvement – a four-prong approach

February 9, 2016

How to present a case for change Perceiving the need to change is often connected to the realisation that unless you do change you will cease to meet stakeholders’ expectations; whether that be in terms of a lack of profit gained, standards not being met or customers needs not being served.  It can, however, be [...]

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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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ISO 9001:2015 – Potential Impact

April 14, 2014

Impact of the ISO 9001:2015 revision The foremost change in the new ISO 9001 Standard will be a far larger focus on risk, and the closely aligned concept of responsibility.  This is the view that the Chief Executive of IIOC put forward in April’s edition of Quality World.  How organisations will identify and manage risks, [...]

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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 in pop culture – examples for the non-expert

July 17, 2013

Quality themes in pop culture When you get asked what a quality professional does it can often prove very difficult to explain it in non-jargonistic terminology.  However, the concept of quality can be found in a number of popular media. Take, for example, the TV programme (and films) of Star Trek; here the management system [...]

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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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