ISO 9001:2000 Transition

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ISO 90012000 Transition
The Sticky Clauses !!! How to get unstuck without
coming unglued !! By Jack West
Presented by Jerry Poague Poague
Associates ISO 9000 14000 Consultants www.poague
.com
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The Sticky Clauses

• Process Approach (0.2) (4.1)
• Internal Audit (8.2.2)
• Continual Improvement (8.5 and other clauses)
• Competence (6.2)
• Customer Satisfaction (8.2.1 and other clauses
• Application Clause (1.2)
• Management Responsibility (5.1 )

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Whats in 2000 thats not in 1994 ?

• Process Approach - (0.2)
• Application (Exclusions) (1.2)
• Internal Communications (5.5.3)
• Management Review input (5.6.2)
• Management Review output (5.6.3)
• Competence (6.2)
• Customer Satisfaction 8.2.1)
• Analysis of data (8.4)

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• Sticky Clause 5
• Customer Satisfaction
• (Clause 8.2.1)

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What is sticky about this clause ?

• The intent in framing this requirement was to
  encourage (require) organizations to pay
  attention to one of the (if not THE) most
  important strategic and tactical issues for the
  organization.
• One strong motivation was the market research TC
  176 did as part of the new product planning
• ISO 90011994 DOES NOT adequately address the
  wants and needs of customers.

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8.2.1 Customer Satisfaction

• Use customer satisfaction as one measure of
  system performance
• Monitor information on customer perception as it
  relates to meeting requirements
• Define the methods used to obtain and use
  customer information
• Use customer perception information in management
  review

Perception Shift the system so the customer
is delighted that we addressed their concern
..shift customer perception.
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8.2.1 Customer Satisfaction
Measuring
Customer Satisfaction Data

• Monitoring

Analyzing
Improving
Define How data is used
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How to get unstuck

• There are many approaches
• The organization decides what it wants to do!!
• Collect complaints ??
• Do More ?? If so, What ??

Enough to get Benefit !

• How far to go ??

Go beyond normal Customer Complaints
Dont stick with things that dont workif
customer Surveys get stale, Change them !!
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One Approach

• Start by asking questions
• What customer information do you have ?
• What customer information do you want ?
• Do you want your own internal customer study
  capability ?
• Do you want to selectively go to the outside for
  specific research projects ?

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Sources of Customer Satisfaction Data
Need Actionable Data !
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Simplicity

• Define the Data you want
• Get Data/Analyze
• Take Action
• Set Targets

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Learn Talk in Management Language
Quality Language
Upper Management Language

• ISO
• TQM
• MBNQA
• MTFB
• UCL
• AQL
• FMEA
• ISO/TS16949
• QFD
• SPCA

• RONA
• NPV
• WSJ
• EPS
• 2Q02
• ROGA
• FASB SFAS 133
• SEC
• IPO
• ANGC

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A Final Thought

• We used to complain that not enough people knew
  what ISO was about.
• Now We complain that too many people think that
  ISO 9000 is the only thing we do !
• Larry Eicher
• ISO Secretary General

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