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Monitoring and measuring and customer satisfaction

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Guest user Created:   Nov 22, 2018 Last commented:   Nov 22, 2018

Monitoring and measuring and customer satisfaction

"What kind of data analysis is required for the implementation of ISO 9001:2015 give your answer activity process or department wise. Define the various methods for measuring the customer satisfaction
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ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 9001 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

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Carlos Pereira da Cruz Nov 22, 2018

Answer:
Each organization is an individual case. However, when working with organizations implementing ISO 9001:2015 I follow, as general rules, this framework:

Quality objectives;
Customer and other interested parties satisfaction objectives;
Product or service objectives;
Process performance objectives.

For each objective I want to know what the actual value is and the trend. I always use graphics, and compare results with the target. Whenever possible I like to use control charts in order to help decide if the system should be changed or not in order to meet targets.
Personally I prefer to link performance and processes, but my experience is that most organizations prefer to link with departments.

About measuring customer satisfaction I see organizations using surveys, using interviews with customers, using experts opinion in magazines, using consumer evaluation in websites.

The following material will provide you information about data analysis:
- ISO 9001 – Analysis of data obtained from Monitoring and Measurement - https://advisera.com/9001academy/blog/2014/04/22/analysis-data-obtained-monitoring-measurement/
- free online training ISO 9001:2015 Foundations Course - https://advisera.com/training/iso-9001-foundations-course/
- book - Discover ISO 9001:2015 Through Practical Examples - https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/

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Nov 22, 2018

Nov 22, 2018

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