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Quality is a form of management that is composed of the double approach of driving an organization towards excellence, while conforming to established standards and laws. The objective of quality confers advantages to companies: it makes them more resilient to change that can be unexpected or even chaotic; it makes them more competitive by identify
This book is about quality. Its objective is to help the reader to discover the means by which any organization, large or small, manufacturing or service, can harness the creativity and resources of all of its people to work towards making that organization the best in its particular field.
We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.
The 2015 version of ISO 9001 brings many enriching changes to promote quality excellence by organizations. The most significant change is the reinforcement of the fact that ISO 9001 is not just a quality issue. It is relevant as an overarching management topic. The book explains the requirements of the revised (2015) version of ISO 9001 in simple and practical manner. The objective has been to enhance understanding of the subject matter by managers and quality professionals. A conceptual understanding shall enable managers and professionals to design better systems and processes uniquely suited to their respective organizations. In view of this the first five chapters of the book explain concepts on QUALITY, PROCESS, PROCESS APPROACH / MANAGEMENT and PDCA. These are relevant for all management system standards being developed by International Organization for Standardization with the High Level Structure. Part II of the book goes into details of each clause focusing on processes and process interactions. We expect that the readers will appreciate that ISO 9001, now focuses more on expected outcomes through processes than mandating too many requirements.