Quality Management Systems

Articles

Does Your Business Need Continuous Improvement?
Continuous Improvement is often considered as one of those things that businesses should do – much like being customer-centric. However, many businesses struggle to really make it part of their DNA
Customer Satisfaction, Employee Experience, Leadership, Quality Management Systems
What Does ‘Top Management’ Commitment Mean for Management Systems?
Let's clear up some confusion, even apprehension, around who is responsible for top management commitment.
Leadership, Quality Management Systems
Professional Services Case Study – Internal Audit
The Brief: To conduct a series of internal audits for a professional services organisation in line with the requirements of the ISO 9001 Quality Management Systems standard. The organisation had its annual surveillance audit scheduled within four months of contacting us. It's management system was said to be well documented, but planned internal audits had…
Case Studies, Quality Management Systems
Service Recovery Window
For organisations providing a service to customers (ie. most organisations), there will be times when the service delivery doesn't match the customer's expectations. This occurs when the customer's expectations are not clearly understood or managed. Organisations that are specifically service-based, differ from those that manufacture products. In both instances, there is a requirement that needs…
BPM Articles, Quality Management Systems