|
ISO 9001:2000, Customer Satisfaction Requirements
|
|
Section
|
Requirement
|
|
1. Scope
1.1 General
|
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.
|
|
5. Management responsibility
5.2 Customer focus
|
Top management shall ensure that customer requirements are determined and are
met with the aim of enhancing customer satisfaction.
|
|
6. Resource management
6.1
Provision of resources
|
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.
|
|
7.
Product realization
7.2
Customer-related processes
|
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
|
|
8.
Measurement, analysis and improvement
8.2
Monitoring and measurement
|
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.
|
|
8.4
Analysis of data
|
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
|