Horacio Martirena, IRCA technical assessor, explores how ISO 9001:2015 puts the emphasis on understanding customers
It´s 1pm and you are walking along a main road looking for a place to have lunch. You stop at the entrance of a recently opened steak house, have a look at the menu displayed at the entrance and notice that the prices are a bit high. You look inside and see that there are very few tables occupied and the general atmosphere is not very welcoming. You decide to keep on walking to find a restaurant that will meet your expectations.
Further down the street, you stop at a restaurant you visited often in the past. Several waiters know you and some even know your name and the food you prefer. But you decide to keep on walking because they have not changed the menu during the past three years and the dining room is a bit dirty and has not been well maintained.
In each case do you expect the restaurants to consider you one of their customers? ISO 9000:2005 defined the customer as an “organisation or person that receives a product”. So, as you didn’t dine in either restaurant, you were not considered to be their customer. ISO 9001:2000 or 2008 did not expect both restaurants to wonder why you did not go in.
ISO 9000:2015 defines the customer as a “person or organisation that could or does receive a product or a service that is intended for or required by this person or organisation”. Therefore, the new standard now requires both restaurants to consider their customers as not only those who have lunch, but also those who almost become customers but do not walk in, and those frequent customers who do not dine anymore. (Reference: CQI)
Temple Quality Management System and Management Training Limited, Birmingham (UK) has the expertise to provide training in your business sector. So whether your aim is to achieve ISO 9001, or ISO 14001 Temple can help you to get on track.
We have also successfully delivered courses at London, Manchester, Leeds, Bristol and Newcastle.
ISO/TS16949:2009 is now IATF 16949:2016
All organizations currently certified to ISO/TS16949:2009 will need to successfully transition by 14th September 2018.
This new standard will supersede and replace the current ISO/TS 16949:2009, defining the requirements of a quality management system for organizations in the automotive industry. IATF 16949 is aligned with and refers to the most recent version of ISO’s quality management systems standard, ISO 9001:2015, fully respecting its structure and requirements. IATF 16949 is not a standalone quality management standard, but is implemented as a supplement to, and in conjunction with, ISO 9001:2015. This means that an organization in the automotive sector seeking IATF 16949 certification must also comply with ISO 9001:2015.
Temple Quality Management System and Management Training Limited, Birmingham (UK) have the expertise to provide training in your business sector. So whether your aim is to achieve ISO 9001, ISO 14001, ISO 27001, IATF 16949:2016 or OHSAS 18001 Temple can help you to get on track.
What is an internal audit?
An Internal audit is a key pillar of good governance. It provides the board of directors, the audit committee, the chief executive officer, senior executives and stakeholders with an independent view on whether the organisation has an appropriate risk and control environment, whilst also acting as a catalyst for a strong risk and compliance culture within an organisation.
“Internal auditing is an independent, objective assurance and consulting activity designed to add value and improve an organisation’s operations. It helps an organisation accomplish its objectives by bringing a systematic, disciplined approach to evaluate and improve the effectiveness of risk management, control, and governance processes.” Source: The International Standards for the Professional Practice of Internal Auditing issued by the Institute of Internal Auditors
Temple Quality Management System and Management Training Limited, Birmingham (UK) have the expertise to provide training in your business sector. So whether your aim is to achieve ISO 9001, ISO 14001, ISO 27001 or OHSAS 18001 Temple can help you to get on track.
Anni Rizvi our systems and training manager adds…
‘’Companies face challenges in planning and conducting audits due to operational constraints. Temple supports our customers by advising how to conduct audits in a clear, simple and efficient manner in line with the ISO 9001:2015 requirements. We teach our customers about doing audits in a manner that only adds value and results into continual improvements. Temple goes the extra mile and exceeds our customer’s expectations by enhancing their knowledge taking risks and opportunities into account’’