Category: ISO training Courses

Documentation Control is one of the important aspects of ISO 9001:2015.

The quality plan should state the following for proper control of documents and data:

1. How will the documents and data be identified?
2. Who will review and approve the documents and data?
3. To whom will the documents be distributed or who has to be notified of the availability of the documents?
4. How can one obtain the access to these documents and data?

Apart from control of documents, control of records is also important. The quality plan should include answers of questions like:

1. How, where and for how long are the records to be kept.
2. How will the contractual, regulatory and statutory requirements be satisfied?
3. Whether the records will be kept in hard copy or soft copy?
4. Defining storage, retrievability, disposition and confidentiality requirements.
5. How will it be ensured that the records are available when required?
6. What, when and how will the records be supplied to customers?
7. Where applicable, in what language the records are to be provided?
8. How will the records be disposed off?

ISO 9001:2015 throws light on all these questions and many more. Eurotech is providing IRCA CQI approved ISO 9001:2015 Training at nominal fees. To know more about these training, you can drop an e-mail at trg@eurotechworld.net or give us a call at +91 9316744482 or 0172 - 4191128.

Once the organization has identified the need of a quality plan and is ready to develop one, the organization should identify the inputs required for preparing a quality plan.

Some of these inputs are:

• Requirements of the specific case
• Customer, regulatory and statutory requirements, and industry specifications
• QMS requirements of the organization
• Risk assessment on the specific case
• Requirement and availability of resources
• Information of the needs of people engaged in carrying out activities under quality plan
• Information regarding the needs of interested parties who will be using the quality plan
• Other relevant quality plans
• Other relevant plans such as project plans, health and safety management plans, information management plans etc.

Quality is important in any and every organization. Eurotech has an experiential training program that will help you better understand the concept and importance of quality in an organization. To know more about this training, drop an e-mail at trg@eurotechworld.net. You can also call us at +91 9316744482 or 0172 - 4191128.

The first and foremost step in making a quality plan in any organization is identifying the need for why a quality plan is required. Before making a quality plan, the reason behind its formation should be known. There are a number of situations where quality plans may be useful. Some of these situations are:

• When it is to be shown that the organization’s quality management system applies to a specific case
• For meeting regulatory, statutory and customer requirements
• In case of developing and validating new product and services
• For demonstrating internally as well as externally, how quality requirements are being met
• To manage and organize activities for meeting quality requirements and objectives
• For optimizing the use of resources in meeting quality objectives
• For minimizing the risk of not fulfilling quality requirements
• To have a basis for assessing and monitoring compliance with the requirements for quality
• When the documented management system is absent.

It is evident that quality is important in an organization. Eurotech has an experiential training program that will help you better understand the importance of quality in any organization. To know more about this training, drop an e-mail at trg@eurotechworld.net. You can also call us at +91 9316744482.

Once we have collected the customer satisfaction data, it is essential to analyze it before making any decisions or taking any actions based on that data.

For preparing data for analysis, there are two main points to be kept in mind.

1. Data Verification: It is essential to verify the collected data, because it is on the basis of this data that further actions and decisions are taken towards better customer satisfaction. The organization can verify the collected data by checking the following:
   1. Any errors or mistakes in the data – These have to be removed or corrected, for if they are not, they will lead to incorrect and misleading conclusions.
   2. Completeness of data – One has to be careful about the completion of data while making decisions based on the collected data. This is because if the data is incomplete, the analysis of the same will lead to incorrect and false results.
   3. Accuracy of data – It is essential that the collected data is accurate, for if it’s not, it will lead to non reliable decisions.
2. Data Categorization: Where possible, the data collected should be prepared for the analysis by:
   1. Coding open-ended responses into categories and,
   2. Coding responses into groups of respondents.

Once this is done, the data will be ready to be analyzed.

Customer satisfaction is an important part of ISO 9001:2015. Eurotech is providing ISO 9001:2015 Foundation Course Training, which will help you understand the concept and importance of customer satisfaction. For more information regarding this course, drop an email at trg@eurotechworld.net. You can also  give us a call at +91 9316744482.

ISO 10012- A guidance document coming from ISO 9001:2015 for handling customer complaint in small organizations:

Small businesses don’t have a large stock of resources to set up and maintain complaint handling process. These few simple steps will help small organizations in handling customer complaints both effectively and efficiently.

• 1)    No Counter Arguments: Once the complaint is received, there should not be any counter argument with the customer. The organization should be open to receiving complaints. Adding a simple paragraph or line like, ‘Please contact us, if you have any problem with the product’, will make a huge impact.
• 2)    Collection and Recording of Complaints: There should be a proper record of all the complaints received, for example: Type of complaint, complaints solved, complaints remaining unsolved etc.
• 3)    Acknowledging the Receipt of the Complaint: Once the organization receives the complaint, the complainant should be acknowledged that his complaint is received by the organization. This can be done by sending an e-mail or making a phone call to the concerned complainant.
• 4)    Assessing the Complaint: The complaint should be assessed for validity, possible impact and who is the best person to deal with it.
• 5)    Resolving the Complaint: The complaint should be resolved as soon as possible.
• 6)    Giving a Response to the Customer: The customer should be informed about what the organization tends to do about the complaint and then evaluate the customer’s response. If the response is positive, then the organization should promptly move to the action the customer reasonably expects.
• 7)    Recording the Outcome: When all possible actions are done form the organization’s point of view to resolve the complaint, the outcome should be recorded and the same should be informed to the customer. If the customer still remains unsatisfied, the organization should offer any possible alternative actions.
• 8)     Regular Reviewing of Complaints: The organization should have a brief periodical review and a more intensive annual review, which will help in establishing a trend in the occurrence of complaints. This will also help in finding any obvious things that the organization can change to stop the occurrence of complaints and make the customers more satisfied. 

     One of the important principles of ISO 9001:2015 is Customer Satisfaction. Eurotech is providing ISO 9001:2015 Training which will help you better understand the concept of customer satisfaction and customer focus. To know more about these training, please drop an e-mail at trg@eurotechworld.net. You can also give us a call at +91 9316744482.

ISO 10012-A guidance document coming from ISO 9001:2015 for handling customer complaint.

It can guide a service and product organization to establish a world class procedure for handling customer complaint.

It also gives idea for FORMS for complainant; complaints follow up form, response, continual monitoring and how to audit this process.

Handling complaints and monitoring the handling procedure for complaints can be the difference between a satisfied customer and dissatisfied customers.

Some of the guiding principles for complaint handling advocated by this standard are:

• Visibility,
• Transparency
• Confidentiality
• Responsiveness
• Customer focus
• Confidentiality and
• Accountability

Eurotech has an experiential training program for teams that are at the center stage of delivering customer service. For more information please  drop an e-mail at trg@eurotechworld.net. You can also give us a call at +91 9316744482.

ISO 10004 is a guidance document coming from ISO 9001:2015 for monitoring and measuring customer satisfaction.

Customer satisfaction is subject to change, therefore organizations should establish processes to monitor and measure customer satisfaction on regular basis.

Some of the guiding principles for achieving customer satisfaction are:

• Comprehension: The organization must have clear and full understanding of customer’s expectations and his perception of how those expectations are being met.
• Integrity: The organization should ensure that all the data related to customer satisfaction is relevant, correct and complete.
• Relevance: Any information derived from customer satisfaction related data should be useful and meaningful.
• Timeliness: Collection and dissemination of data should be done in record time, so that organizations objectives are achieved.
• Communication: The organization should ensure that the collected information is receives by the interested parties.
• Continuity: It must be ensured y the organization that monitoring of customer satisfaction is a continuous process.
• Responsiveness: The information collected regarding customer satisfaction should be the basis of action in remedying customer complaints.
• Transparency: All the information collected and any resulting actions taken should be shared with the customers.
• Accountability: The organization should establish a clear accountability as to who is responsible for the decisions and actions taken in respect to monitoring and measuring customer satisfaction.
• Commitment: The organization must be committed in making such processes and policies that can measure the satisfaction of their customers.

One of the important principles of ISO 9001:2015 is Customer Satisfaction. Eurotech is providing ISO 9001:2015 Trainings which will help you better understand the concept of customer satisfaction and customer focus. To know more about these trainings, please contact us at trg@eurotechworld.net or give a call at +91 9316744482.

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