ISO 10001 Customer Satisfaction

Di Gianluca Gaggioli pubblicato martedì 22 gennaio 2013 in La direzione impegno politica pianificazione |

four mechanisms that regulate our behavior

Guidelines for codes of conduct for organizations

Customer satisfaction is the most important challenge that any organization faces daily.

The application of a certain reference within the organization such as a “code of conduct” may be the path to be undertaken in order to correct monitoring of events that go to urge the organization.

Prevent, treat and resolve to be the three cornerstones of the organization code.

“Zero defects” is nothing more than the habit to prevent non-compliance. Means “doing things right the first time” Philip B Crosby

A good code of conduct must be first of all carefully planned so that it is functional organization to apply for him, it follows, that will follow a careful design, to its proper development in order to be always “forward” to the needs that the customer can demonstrate (maintenance and improvement) in the management of the code.

But what is the engine code of conduct …… always the “resource” of the organization, the resources to be used will be determined by management, through a careful and meticulous forecast, manage the use of resources appropriate to the proper functioning of code of conduct restricting responsibilities, authorities, education and training of these resources.

“If you think education and training costing too expensive, try to see how much it can cost ignorance” Anonymous

The code must be written in plain language, clear and relevant but should not be in any way misleading or generic.

Pivot point for a correct application of the code of conduct by the organization at this point becomes a proper communication both internally and externally (to the customer) are an example:

Code distribution to the customer

Education and training resources

Improvement and resolution of cases in which the code of conduct has not kept its commitments.

Handling of complaints through proper registration.

Measurement of the code through the observations / customer complaints

Distribution of the improvement plan regarding the code itself to an anticipation of possible future customer needs, this action will be generated from the management review.

“Quality is meeting the customer’s needs and exceed their own expectations by continuing to improve”  William Edwards Deming

L'autore: Gianluca Gaggioli

Gianluca Gaggioli: coniugato, con tre figli tutti nati a breve distanza, non si sa come trovi anche il tempo di "dilettarsi" sulle tematiche di qualità e management. Experienced Board Member with a demonstrated history of working in the railroad manufacture industry, railway applications, behaviour of materials and components. Skilled in ISO 9001 14001 45001 15085-2 CL.1 19001 COCS 30 Trenitalia P096 Trenord, Management, Continuous Improvement, EN UNI ISO Standards, Behavior-based safety (BBS). Sales/Commercial experience in the railroad manufacture industry "Order backlog approximately 4,000,000÷6,000,000 million euro in orders / projects (Products / Services)" for the period 2018-2020. Advisor for the main manufacturers of railway vehicles, trains and metro subway; da Giugno 2011 Editor in Chief di Organizzazione Qualità. .

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Questo articolo è stato pubblicato martedì 22 gennaio 2013 da Gianluca Gaggioli il martedì, gennaio 22, 2013 alle 08:14 ed appartiene alla categoria La direzione impegno politica pianificazione. Puoi seguire i commenti a questo articolo attraverso i feed RSS 2.0. Lascia un commento!


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