31 Jul 2011

Developing Customer Focus in a Lean ISO System

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workerschemicalplant-150x150In Lean applications, it is very important to assess “value” from the customer’s vantage point. Activities that don’t add value to the product or service are by definition “waste.”

Delivering what the customer wants when he wants it is the primary thrust of Lean.  The vehicle for accomplishing this is the elimination of waste from processes.  ISO 9001:2008 emphasizes meeting customer requirements and continually improving the Quality System.

Quality objectives in the ISO Quality Management System can be derived by focusing on the customer needs and requirements and by using Lean tools in helping with the attainment of these objectives.

To maintain customer focus, you must:

  1. Research and understand your customer’s requirements–needs and expectations.
  2. Ensure that your company’s objectives are linked to these requirements.
  3. Communicate the importance of meeting these requirements to your employees.
  4. Track your performance against the Quality objectives.
  5. Use Lean and statistical tools to improve performance, eliminate waste, and reduce variation.
  6. Measure and track customer satisfaction; act on the results–complaints, as well as, compliments.
  7. Manage the details of customer relationships in a systematic manner.

Continued customer satisfaction results in improved customer loyalty leading to repeat business.  Obtaining customer loyalty should be one of your most important goals.

A Lean ISO system is one of the best means of achieving long-term customer loyalty by focusing on the customer requirements and making the customer the driving force of your organization.

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