Customer focus

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Key benefits of customer focus

Customer focus involves determining customer requirements and ensuring that processes exist to meet the requirements and achieve customer satisfaction. Enhance customer satisfaction by ensuring that customer requirements are identified. The principal message that Top management must convey is that the objective of the business is to satisfy your customers by ensuring a process exists to achieve the following:

  1. Identifying customer requirements;
  2. Meeting customer requirements;
  3. Enhancing customer satisfaction.

When auditing customer focus, the audit team should assess whether customer satisfaction is adequately determined and appropriate corrective action undertaken when things go wrong. The customer feedback process should be audited as a process in its own right and not just as a clause in the standard. Determine how this process is planned, implemented and improved as these factors will affect the processes’ ability to provide meaningful information about the effectiveness of the QMS.

More information on quality management principles

Process approach Plan, Do, Check, Act (PDCA), sequence and interaction, inputs, activities and outputs
Leadership Establishing strategic direction and operational purpose
Engagement of people Training, knowledge, competence, and empowerment
Improvement Innovation, opportunities, root cause analysis, and ability to react to change
Evidence‐based decision making Data analysis, process performance assessment, and risk-based thinking
Relationship management Maintaining relationships with intertested and providers in the supply chain
 

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