ISO 9001: In the standard structure of 2015 Quality Management System, the seventh title is determined as service realization. Under this heading, first of all, the first step of service realization activities is the planning of service realization. The second step is the customer-related processes. Three different topics are discussed under this title:

  • Determination of service-related conditions

Service-dependent conditions may arise from several different points. For example, some conditions may be specified by the customer. Some conditions may be set directly by the company. Or the legal regulations and requirements for the goods and services produced may have brought some conditions.

  • Review of service-related conditions

A review of the terms of service will require some work. For example, it should be understood whether the conditions associated with the product are fully defined. It should be checked whether there is any difference in terms of the agreement with the customer from the beginning. Finally, it is essential to check whether the company has sufficient capacity to meet the requirements.

  • Communication with customers

The company needs to be prepared for certain issues when communicating with customers. For example, feedback to customers, including product information, product changes, requests, contracts or orders, or customer complaints, including changes to customers.

The most important point in these described processes regarding the customer is the documentation and implementation of procedures and workflows for meeting, evaluating, concluding and feedback on customer complaints and suggestions.

ISO 9001. Researches, surveys and measurements aimed at determining customer satisfaction and analyzing the results are just as important.

In both cases, the company has the opportunity to take action to identify areas of the company that are open to improvement and to ensure the desired customer satisfaction.

The results of these two studies should be brought to management review meetings and the attention of senior management should be brought to these points.

Different information about customer-related processes may be required. In this case our company TÜRCERT Technical Control and Certification You can get information from the experienced managers and employees of the company.