A paper tiger! This is how quality management systems such as ISO, TQM, INK etc. are called when they are not properly implemented in the organization. Describing processes and especially communicating about them in a very complicated way to all employees. That is not necessary at all; you can deal with it very practically once it is in place in your organization. A number of 'obligations' that often go wrong during the annual audit are actually quite logical. If you get it right, they won't happen again. We discuss the most common pitfalls and give you our solution!
1. Customer satisfaction measurements
The ISO requires you to evaluate your customers' customer satisfaction but does not specify how. It makes sense to ask your customer what they think of your product or service. The simplest and best way to do this is to ask your customer after a purchase what the experience was like. How simple is it to send an email a few days after sending the invoice? Very simple: there is almost always a link or file available for this in your administration. We send the invitations, make sure that this does not happen too often and that the right questions are asked. On average 33% of those we send a survey to respond and the results are immediately and automatically processed in a dashboard. The auditor will be pleased when you show the dashboard.
CHECK! ✔
CHECK! ✔
2. Complaint Procedure
In our customer satisfaction measurements, a customer can also leave a message and indicate if it is a complaint. Following it up and monitoring that follow-up is standard in our platform. In addition, make sure that customers can leave a complaint on your own website and that your own employees do the same for the complaints they receive:
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CHECK! ✔
3. Internal audits
In every organization, you have employees who feel that their own way of working is better, despite agreeing otherwise. This is allowed too! Just make sure that a colleague can find things back in case of illness (just ask the immediate colleague this question). Can everyone find what the rules are? For example: the General Conditions of your organization or where a procedure such as contract termination is laid down. You don't want to have to explain to Antoinette Hertsenberg at the table that an employee of your organization had his own policy. Check everything regularly and record it in a schedule:
CHECK! ✔
CHECK! ✔
4. Supplier Assessment
Almost everyone uses the services of others. Think of the supplier of your stuff, but also the delivery service, your IT supplier or the temp agency for your temporary hiring. Your customers evaluate your product or service, but also the entire chain. In our customer satisfaction survey you can easily link the supplier, delivery service, etc. to a sale. With our reports you have direct insight into the experiences of your customers with these suppliers. Discuss these and...
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CHECK! ✔
5. Evidence-based improvements
Only a donkey bumps the same stone several times. A very recognizable statement and perfectly true for this pitfall. From the measurements among your customers you see things that you have done differently from now on or even better: a suggestion from a customer has led to a new product or service. The latter really happens more often than you think. Describe this and you have a provable improvement:
CHECK! ✔
CHECK! ✔
Do you want to deal practically and correctly with a quality management system such as ISO 9001, for example? Our in-house developed platform can help you easily embed some tricky requirements into your organization. Do you already have a platform that you use? No problem: we can help you with that too. We are happy to advise you!