In early years, Quality management system (QMS) stipulated
that companies must monitor customer need satisfaction as a mandatory
requirement. However, in the 2008 version, ISO 9001 standard emphasized
customer focus as well as the supplier relationship simultaneously. The
standard focussed on supplier collaboration for knowledge sharing, expertise
development and creating value for mutual benefit. Systems approach to integrating
and aligning the processes, further provided opportunity for value creation for
customers as well as suppliers. The Concept of treating the next process as
customer, improved the collaboration, alignment and integration of processes,
thus enabling a systems thinking approach.
The new version of
Quality management system: integrated approach
2015 version of ISO 9001 combines the customers, suppliers as
well as others as interested parties. Companies must identify and understand
the needs and expectations of relevant interested parties. List of interested
parties should include:
- direct customers,
- regulators and government
agencies,
- distributors, contractors,
- wholesalers and retailers, stockists,
- shareholders and lenders,
- suppliers, transporters and
partners in supply chain,
- end users,
- Employees.
Relevance of needs and expectations of interested parties
must be understood and process integration should be built in such a way as to
benefit them as well as the company.
Section 4.2 of ISO 9001:2015 standard speaks about
understanding the needs and expectations of interested parties.
Section 4.1 talks about organizations ability to attain
intended outcomes and internal/external issues affecting the capacity of the
company, as a result of needs of interested parties.
Section 6.1 mentions the issues and risks and opportunities
arising out of needs of interested parties to be addressed in QMS, through
plans and processes for prevention of undesirable effects on the intended output
of goods and services.
Section 4.3: The scope of your QMS should enable you to
address the relevant needs of the interested parties.
Other clauses and areas due to which QMS must address the
needs of interested parties:
Section 5.2.2 your Quality Policy
Section 9.3 management review
Section 8.3 design inputs for development of new goods and
services
In determining as well as fulfilling the relevant expectations of interested parties their relationship with the
company must be analysed, as discussed below.
End users and Customers
End users are not buying the goods and services directly, but
are affected by the way the processes are carried out and controlled. In many
cases end users may be more important than the direct customers, because, they
may not be easily identified and their
needs and expectations could be difficult to determine. Monitoring changes in
their needs and expectations may be a difficult task and QMS should address
these issues. Their requirements may affect the firm’s ability to fulfil them.
Their needs and expectations should be utilized in new product development and
customer service design and improving the processes.
Customers are the people who buy the company’s goods and
services directly. They are more vocal in voicing their expectations. The company must monitor and understand the changes in their expectations
and needs. They are directly impacted by the quality of goods and services
offered as well as the pricing.
Regulators and
Governmental agencies
Expectations of regulators and govt. agencies are based on
the legal requirements and regulatory controls, such as industry specific
environmental regulations, safety regulations and occupational health
requirements. Expectations may relate to processes as well as goods and
services. These requirements must be addressed in the QMS and any changes in regulatory
requirements too need to be identified and addressed promptly.
Supply chain partners
and stake holders
Partners in the supply chain such as suppliers, contractors,
transporters, stockists, wholesalers and retailers have an important role to
play in ensuring effectiveness of your QMS. Their expectations must be
addressed by integrating them in the critical processes of the QMS. Similarly
employees, shareholders and lenders are also affected by the effectiveness of QMS
and their concerns and expectations need to be identified and addressed.
Conclusion
The purpose of your business is to satisfy the needs of the
customers and other interested parties. ISO 9001 requires that you understand
the needs and the expectations of customers and end users, regulators as well as
other interested parties, and address those needs through integrated processes, which maximize the
benefit to the interested parties while also attaining the goals of the
company.
When your QMS ensures
integration of the processes in order to fulfil the expectations of the
interested parties you are closer to the planned compliance and certification
to the requirements of ISO 9001:2015.
ISO 9001 certification
Organisation are looking to achieve ISO 9001 Certification for several reasons eg: getting pre
qualified for tenders, Customer request, etc,. To develop and Implement systems
quickly and have a systems that adds value to your organisation you may need
the services of specialist ISO 9001Consultants who can guide you through the requirements of the ISO 9001
Quality management system including the identification of relevenat interested
parties to the organisation.
No comments:
Post a Comment