Certifications

Many quality awards and certifications require documentation of how customer satisfaction data is captured and used. Over time, the need to be customer focused has become more and more important. In an increasingly competitive global environment, satisfying and exceeding customer needs and expectations are critical aspects of corporate strategies. This trend is evident in both the Baldrige Quality Award criteria as well as the revised ISO 9001: 2000 certification criteria. The following are specific sections that Naumann Research, Inc. can help your organization meet.

ISO 9001: 2000 Section 7 - Product Realization

This section requires organizations to plan for processes that will meet customer requirements, create customer satisfaction, and foster continuous improvement. This obviously requires that organizations have a thorough understanding of customers' needs and expectations. Unfortunately, many organizations only partially understand customer requirements. Naumann Research, Inc. can assist firms to document a thorough understanding of customer requirements.

ISO 9001: 2000 Section 8 - Measurement, Analysis, and Improvement

This section requires that organizations document how well customer expectations have been met. This can be done in many ways but one of the most effective approaches is to use customer satisfaction surveys. This approach also allows monitoring of the impact of continuous improvement efforts on customer perceptions over time. This allows an organization to determine if their quality system is resulting in improved performance. Naumann Research, Inc. can also assist organizations in calculating the financial impact of quality management.