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Volume 6 · Issue 8 · August 2001

Contents

Page 19…

Stepping Up to ISO 9004:2000: More Techniques for Customer Focus

This is the third in a series of articles on stepping up to ISO 9004:2000 to go beyond a baseline ISO 9001:2000 QMS and pursue TQM. Russell T. Westcott concludes his examination of 11 techniques and tools that have proven useful in achieving and sustaining a Customer Focus. In this article, he explores how your organization can apply QFD to capture the voice of the customer, gather customer feedback, improve internal customer service, assess customer satisfaction, conduct post-purchase follow-up to build good customer relations and determine how to best serve the best customers. This sampling suggests ways to begin orienting your organization.