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What does ISO9001 mean for customer?
Binder Ltd has operated a quality management system for many years and this quality management system has been assessed as meeting the ISO9001 standard by BSI Quality Assurance. But what does this mean for our customers?
Q. What is the quality management system?
A. The quality management system is the way in way in which Binder Ltd operates its business, with the aim of satisfying its customers.
Q. What is ISO9001?
A. ISO9001 is an internal standard for quality management systems, published by the International Organisation for Standardization. The standard sets out what companies should be doing in managing their businesses to achieve customer satisfaction. Independent assessors can use this standard to measure whether companies are meeting these requirements and can then issue certificates.
Q. Give me some examples of what this means for the customer.
A. We have defined how our processes are to be carried out, from taking an enquiry to dealing with the processing of waste, and we train our staff against these procedures. We then carry out regular audits to see that these processes are being carried out correctly.
We give our staff instructions on what jobs they have to do each day, including any special instructions you have given us, such as the need to phone you before calling.
We keep records of the work that has been done for each customer, not only so that we can send you the correct invoice, but also so that we have information about the equipment you have, so that we can deal with any breakdowns promptly.
We set a target for customer satisfaction of greater than 99%, and monitor how well we achieve it, through regular customer satisfaction surveys and other feedback. To date we have regularly exceeded our target.
We review how well our system is operating at quarterly management meetings, looking for ways in which we can do things better.
Q. Where does BSI come into all this?
BSI Quality Assurance carries out independent audits of our quality management system twice a year, to check that we are operating our management system as described in the ISO9001 standard. Every three years our ISO9001 certificate issued by BSI has to be renewed, and they carry out a full review of the management system and any problems they have noted during the past three years. Only if they are satisfied with our performance will they reissue our certificate.
Binder Ltd has operated a quality management system for many years and this quality management system has been assessed as meeting the ISO9001 standard by BSI Quality Assurance. But what does this mean for our customers?
Q. What is the quality management system?
A. The quality management system is the way in way in which Binder Ltd operates its business, with the aim of satisfying its customers.
Q. What is ISO9001?
A. ISO9001 is an internal standard for quality management systems, published by the International Organisation for Standardization. The standard sets out what companies should be doing in managing their businesses to achieve customer satisfaction. Independent assessors can use this standard to measure whether companies are meeting these requirements and can then issue certificates.
Q. Give me some examples of what this means for the customer.
A. We have defined how our processes are to be carried out, from taking an enquiry to dealing with the processing of waste, and we train our staff against these procedures. We then carry out regular audits to see that these processes are being carried out correctly.
We give our staff instructions on what jobs they have to do each day, including any special instructions you have given us, such as the need to phone you before calling.
We keep records of the work that has been done for each customer, not only so that we can send you the correct invoice, but also so that we have information about the equipment you have, so that we can deal with any breakdowns promptly.
We set a target for customer satisfaction of greater than 99%, and monitor how well we achieve it, through regular customer satisfaction surveys and other feedback. To date we have regularly exceeded our target.
We review how well our system is operating at quarterly management meetings, looking for ways in which we can do things better.
Q. Where does BSI come into all this?
BSI Quality Assurance carries out independent audits of our quality management system twice a year, to check that we are operating our management system as described in the ISO9001 standard. Every three years our ISO9001 certificate issued by BSI has to be renewed, and they carry out a full review of the management system and any problems they have noted during the past three years. Only if they are satisfied with our performance will they reissue our certificate.
For further information:
T: 01473 830582
