What’s This ‘Cost Of Quality’ Thing?
Now that you’re getting ready for Virtual Audits, it’s time to look into the ‘Cost of Quality’ concept. All the …
Customer Satisfaction
The Process Approach – What’s In It For Me?
John Seddon has been promoting Systems Thinking for years – I’ve been following him for nearly 30 years now and …
ISO 10004 – Customer Satisfaction!
ISO 10004 has some fine ideas to get your customer satisfaction activities organized. As we’re bombarded more and more with …
Improvement – Our Path to Success!
ISO Clause 10 requires Improvement – in fact, the word improvement appears 24 times in ISO 9001. And we all …
Are Your Measurements Killing Performance?
Clause 9 requires that we monitor and measure the effectiveness of our management systems. For many, this becomes a chore …
Customer Data – Now What??
The last two posts got us on the road to ‘understanding customers better’. By the time we’ve gathered information on …
I Can’t Get No…Customer Satisfaction!!!
Last Post until January 8th, 2020!! ISO 10004 has some ideas for us on how to go about getting a …