Principles are Fundamental assumptions. They have such a big influence that they form the basis on which Concepts are developed, Businesses are built, Organisations flourish & People lead. It is one’s belief system. It is a matter of fact that respect for Individuals or Organisations are indeed based on the Principles that they Demonstrate. Yes, right the word is “Demonstrate”. ISO Standards repeatedly use the phrase Demonstrate.
ISO Quality Management Systems are founded on such Principles that they can be adopted for Business as well as Life. The key is not in just understanding these Principles, rather on how it is demonstrated. Lets not confuse demonstrate with display or enacting. It is about the real feeling that comes out Naturally & involuntarily in Routine Actions.
The First of these Quality Management Principles is “Customer Focus”. The Primary Goal of a Quality Management System is to Meet the Customer Requirements, Strive to Exceed the Expectations and Sustain them Forever. Sustainable Positive Results are achieved when an Organisation attracts and retains the Confidence of Customers and other Interested Parties. Now, who are these Other Interested Parties and how are they relevant in this context.
In Life we come across several people be it Parents, Children, Relatives, Colleagues, Vendors, Customers too and many others. Consciously or Sub-Consciously we either influence or be influenced. These have a bearing on how we lead our lives. The reason behind this influence is due to the Needs & Expectations. Simply put when these Needs & Expectations are met, the relationship grows, otherwise they head down south. It is this relationship with the Interested Parties that support us in meeting our Goals. Now is this not the same for a Business & the Organisation.
Every aspect of Customer Interaction provides a basket of opportunities to create or increase value. Understanding current and future needs of Customers and other interested Parties is the corner stone of a consistently Successful Organisation.
The Actions one needs to take to achieve this are
- Recognise Customers as those who receive value from the Organisation. The term Internal Customer is a Misnomer. It is a double edged sword. While one end dilutes the importance of a Customer the other end does not recognise the needs & expectations of Other Interested Parties. So simply put, Customer are those who receive our Products or Services. It is important here, to rather, understand the Direct & indirect Customer instead of getting lost with Internal & External Customers
- Understand the Customer’s present & future Needs & Expectations. Paraphrase to get these deep into your mind
- Link and align your / Organisation’s Objectives to these Needs & Expectations
- Communicate the Customer Requirements throughout the Organisation. It has to be understood at all levels
- Use the PDCA Methodology to meet these Customer’s Needs and Expectations
- Measure and Monitor Customer Satisfaction & initiate appropriate Actions as required.
- Plan & Act on Other Interested Parties’ Requirements that can & will affect Customer Satisfaction.
- Be Proactive & Manage Relationship with Customers and Other Interested Parties
When the above are followed Systematically, Sustainable Success follows you & your Organisation