(a) The ISO 9001:2015 standard was developed based on seven key principles. These principles provide a framework for organizations to establish and maintain an effective quality management system. Here are the seven principles:
Customer Focus: Organizations should understand and meet customer requirements, enhance customer satisfaction, and strive to exceed customer expectations.
Leadership: Leaders at all levels should establish unity of purpose and direction, create and maintain a favorable environment for achieving quality objectives, and promote continuous improvement.
Engagement of People: People at all levels should be competent, empowered, and engaged in achieving the organization's quality objectives.
Process Approach: Consistent and predictable results are more likely to be achieved when activities and resources are managed as processes that are planned, implemented, monitored, measured, and improved.
Improvement: Organizations should have a systematic approach to continuous improvement, focusing on enhancing performance, products, processes, and the quality management system as a whole.
Evidence-based Decision Making: Decisions should be based on analysis and evaluation of data and information.
Relationship Management: Organizations should manage relationships with relevant interested parties, such as customers, suppliers, and other stakeholders, to achieve sustained success.
These principles provide a foundation for organizations to establish a quality management system that drives customer satisfaction, improves organizational performance, and fosters a culture of continual improvement.
(b) To measure the perception of external customers about the services provided by a company, one method that can be employed is conducting customer satisfaction surveys. Here is a description of the method and the key steps involved:
Survey Design: Develop a well-structured survey questionnaire that includes questions related to various aspects of the services provided by the company. These questions should capture customer perceptions, expectations, and satisfaction levels.
Sampling: Determine the appropriate sample size and selection method for the survey. The sample should be representative of the company's customer base to ensure accurate results.
Data Collection: Administer the survey to the selected customers through various channels, such as online surveys, email invitations, or phone interviews. Ensure that the survey process is user-friendly and accessible to customers.
Data Analysis: Collect the survey responses and analyze the data to identify trends, patterns, and insights. Use statistical techniques to quantify customer perceptions and satisfaction levels.
Reporting and Action: Prepare a comprehensive report summarizing the survey results. Identify areas of strength and areas that require improvement based on customer feedback. Develop action plans to address any identified gaps and enhance customer satisfaction.
Continuous Monitoring: Repeat the customer satisfaction survey periodically to track changes in perceptions over time and assess the effectiveness of improvement initiatives. This will help in identifying trends, measuring progress, and making informed decisions for further enhancements.
It is essential to ensure that the survey method is designed and implemented objectively, with clear instructions and appropriate anonymity to encourage honest and unbiased responses from customers. Regularly monitoring customers' perceptions will enable the organization to proactively address customer needs and expectations, improve service quality, and maintain a high level of customer satisfaction.