As a company you want to be sure you have a transparent and effective quality management system (QMS) in place. According to ISO 9001:2015 (and related standards: ISO 14001:2015, ISO 45001:2018, …) an organization shall determine the processes needed for the quality management system and shall address the risks and opportunities related to these processes. …
How to make your Quality Management System transparent Lees verder »
In the B2B-sector (but in the B2C-sector as well) we have noticed that more and more companies paid extra attention to relationship management in recent years. But what is relationship management? Relationship management is the building, deepening and strengthening of long-term and value-creating relationships with your customers. Designed by Freepik Why is relationship management so …
The importance of relationship management in the B2B-sector Lees verder »
Continuous improvement as a guiding principle: how do you interpret an ISO standard? Is it a slavishly to follow framework or a useful tool to improve? In our opinion, all these standards are tools for continual improvement. The principle of continuous improvement is the guiding principle of the new High Level Structure (HLS) of ISO. …
Implementation of a management system: from burden to support Lees verder »
Why? We take risks every day: whether we are in traffic or we are refueling… The same logic applies to business processes. We know from psychological research that an average person misses about 3 times out of 1000 when he has to ‘’read and copy’ a process variable (e.g. temperature, pressure, level…). Let’s take this …
Do you associate a PEST/PESTEL Analysis with hours of administrative work? Why would you even bother analyzing Political, Economic, Social, Technological, Ecological and Legal factors? What is the so-called PEST/PESTEL Analysis? And how do you determine the scope of the analysis? A strategic framework for your organization A well balanced process of strategy development consists …
Environment analysis as input for context and stakeholder analysis or a SWOT Lees verder »
One of the most famous quotes with respect to customer involvement is undoubtedly: “If I had asked people what they wanted, they would have said faster horses” – Henry Ford Opponents of customer involvement are still using these words as proof that disruptive innovation is done without customer input. Unfortunately, real visionaries and innovators like Henry Ford …
How can we collect and incorporate customer insights into our services? Lees verder »
According to the new ISO high-level structure for management systems standards (ISO 9001:2015), there is much more focus on context, leadership, measurement, analysis and evaluation. A key element of ISO 9001:2015 is chapter 4 “context of the organization”. This chapter contains four paragraphs: Understanding the organization and its context Understanding the needs and expectations of …
What are your ideas about the meaning of context in ISO 9001:2015? Lees verder »
Everyone knows ISO. Sometimes it has a time consuming and administrative connotation: set out procedures, plan management reviews, document customer complaints and supplier ratings, … Some organizations are still arranging things (retroactively) the week before an external audit. But what are the benefits of an ISO certificate? Who creates these standards? Why do they exist …
