Management system guidance

Customer focus

ISO Navigator Pro™ is a free tool that provides practical, expert guidance for businesses wishing to interpret and better implement the requirements of ISO 9001:2015, ISO 14001:2015 and ISO 45001:2018.

Our range of templates cover the requirements of ISO 9001:2015, ISO 14001:2015 and ISO 45001:2018, and offer an easy way to implement your next management system.

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
 

More information on PDCA

Planning

   
4.1 Understanding Context 4.2 Interested Parties 4.3 Determining Scope
4.4 Management System Processes  
5.1 Leadership and Commitment 5.2 Policies 5.3 Roles, Responsibility and Authority
6.1 Address Risk and Opportunity 6.2 System Objectives and Planning 6.3 Planning for Change

Doing

   
7.1 Resources 7.2 Competence 7.3 Awareness
7.4 Communication 7.5 Documented Information
8.1 Operational Planning and Control 8.2 Requirements for Products and Services 8.3 Design & Development
8.4 Externally Provided Products and Services 8.5 Product and Service Provision 8.6 Release of Products and Services
8.7 Non-conforming Outputs 8.8 Emergency Preparedness 8.9 Accident and Incident Investigation

Checking

   
9.1 Monitor, Measure, Analyse and Evaluate 9.2 Internal Audit 9.3 Management Review

Acting

   
10.1 Improvement - General 10.2 Non-Conformity and Corrective Action 10.3 Continual Improvement
 

Free internal audit checklists

Check out our free internal audit checklists. The audit checklist template is just one of the many tools which are available from the auditor’s toolbox that help ensure your audits address the necessary requirements.

Client list

Over 8,000 companies and globally recognized brands have relied on our templates to provide a path to improve, collaborate, and to enhance their operations to achieve certification, please see our client list for more information.