First, let’s define quality. Quality is not a final inspection where a Quality Inspector stamps the product as approved. That kind of final inspection quality is not what we want to discuss. We want to look at quality systems, such as the ISO standards. I’m sure many of you have read about ISO 9000.
ISO 9000 is all about standardizing work via documenting Standard Operating Procedures (SOP) and Local Work Instructions (LWI), and implementing a systematic approach to managing a company. All of these SOPs and LWIs are audited to ensure everyone is following the standardized work procedures. Obviously, only procedures that are effective and efficient are implemented. With the right leadership, implementing a quality system such as ISO 9000 will ensure that the administrative results are as close to zero defects as possible. This is a natural road map to accomplishing operational excellence.
What about excellence in customer service? Have you read about ISO 10001 -10004? This standard includes guidance for “Customer Satisfaction Guidelines for”;
- (10001) Codes of conduct;
- (10002) Complaints handling;
- (10003) External dispute resolution; and
- (10004) Monitoring and Measuring Customer Satisfaction.
If you are thinking of improving your customer-facing efforts and making sure your customers are truly engaged with your organization, you must give these standards a read. What have you got to lose? Heck, maybe you will lead your organization to market excellence! Your last stop will be business excellence. So, to “ISO” or “not to ISO”, that is the question.
Do you have any additional points regarding achieving excellence in your organization you’d like to share? Post your comments below.