Management system guidance
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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:
- Identifying customer requirements;
- Meeting customer requirements;
- 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
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.
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