Standard Issues: Level Up
Standard Issues: Level Up
Move to the next level of customer experience to remain competitive
- Publication:
- Quality Progress
- Date:
- May 2024
- Issue:
- Volume 57 Issue 5
- Pages:
- pp. 46-48
- Author(s):
- Sheps, Isaac
- Organization(s):
- Israeli Standard Institute Central Committee for Management Systems Standards
Abstract
The scope of ISO 9001:2015 states that the standard specifies requirements for a quality management system (QMS) when an organization “aims to enhance customer satisfaction.” Should QMSs move from customer satisfaction to customer experience? The answer may be different for each organization based on its competitive environment.
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