Although customer satisfaction is at the very heart of ISO 9001, many are surprised to discover that the word ‘customer’ is not actually included in the ISO 9000 definition of the term ‘quality’. Why is that?
Well it is simply because quality is about meeting requirements per se, and although the central focus is going to be on the customer, organisations must ensure they do not focus solely on the customer to the exclusion of other requirements which come from various interested parties. Let’s look at some examples:
Underestimate the power of interested parties at your peril!
So ‘quality’ is quite an elusive term and can be extremely broad. Many organisations are rebranding their ‘quality management system’ to be a ‘business management system’. The business and quality are one and the same, as a business needs to meet all its relevant requirements, wherever they come from.
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