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ISO
9001:2000, Customer Satisfaction Requirements
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Section
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Requirement
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1.
Scope
1.1
General
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This
International Standard specifies requirements for a quality management
system where an organization:
a)
Needs to demonstrate its ability to consistently provide
product that meets customer and applicable regulatory requirements,
and
b)
Aims to enhance customer satisfaction through the effective
application of the system, including processes for the continual
improvement of the system and the assurance of conformity to customer
and applicable regulatory requirements.
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5.
Management responsibility
5.2
Customer focus
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Top
management shall ensure that customer requirements are determined
and are met with the aim of enhancing customer satisfaction.
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6.
Resource management
6.1
Provision of resources
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The
organization shall determine and provide the resources needed
a)
To implement and maintain the quality management system and
continually improve its effectiveness, and
b)
To enhance customer satisfaction by meeting customer requirements.
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7.
Product realization
7.2
Customer-related processes
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7.2.1
Determination of requirements related to the product
The
organization shall determine
a)
Requirements specified by the customer, including the requirements
for delivery and post-delivery activities
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8.
Measurement, analysis and improvement
8.2
Monitoring and measurement
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8.2.1
Customer satisfaction
As
one of the measurements of the performance of the quality management
system, the organization shall monitor information relating to customer
perception as to whether the organization has met customer requirements.
The methods for obtaining and using this information shall be determined.
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8.4
Analysis of data
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The
organization shall determine, collect and analyse appropriate data
to demonstrate the suitability and effectiveness of the quality
management system and to evaluate where continual improvement of
the effectiveness of the quality management system can be made.
This shall include data generated as a result of monitoring and
measurement and from other relevant sources.
The
analysis of data shall provide information relating to
a)
Customer satisfaction
b)
Conformity to product requirements
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