ISO 9001:2015 Standard is a must-have Certification Standard for services companies. It will empower them to demonstrate Quality of service and enhance customer satisfaction.
The Quality Management Standard can be applied to the service industry and achieve long-term sustainability. The ISO 9001:2015 Standard is a perfect fit for a wide range of service businesses such as house cleaning, air conditioning installation or repair, plumbing repairs, IT Services, and more.
How ISO 9001:2015 Standard Transform the Services Sector?
ISO 9001 Standard requires the implementation of a Quality Management System in an organization. It is aimed at streamlining the business process and embrace quality practices. Enhancing customer satisfaction is a key priority for ISO 9001:2015 Certification.
Quality Certification is essential for the services industry to optimize their service delivery process. Following the policies and guidelines of ISO 9001 Standard benefits the organization in many ways.
Also, process improvements and enhancing employee involvement are the key objectives of implementing the ISO 9001:2015 Standard.
ISO 9001:2015 Certification and Best Practices to Follow in Organization
There are certain best practices to be followed by the organization to enhance the overall service quality. ISO 9001 Standard helps in achieving the objective to a great extent.
1. Employee Engagement
Employee Engagement is a crucial aspect of ISO 9001:2015 Certification. The success of the ISO Certification depends on the quality management team or the employees handling the QMS or ISO Standards.
The service processes of an organization must be well documented and all personnel working with the organization must use the same procedures and forms.
2. Management Review Meeting
There must be frequent management review meetings on validating the documents and re-structuring the process to ensure enhanced productivity is achieved.
Services companies must follow a standard operating procedure and all employees must follow the same.
The customers will be trusting the company due to certain process flow and way of executing the work, any disruptions to the system would result in loss of customer satisfaction.
3. Quality Monitoring
Frequent quality checks and system monitoring is required to ensure the system is up and running successfully. There need to be a Service Level Agreement and Service Quality Ranking System to ensure all criteria that are expected by the customer are being met by the organization.
Service Quality Monitoring helps in raising customer confidence with the organization. For the money paid, the right level of service with utmost quality and reliability must be delivered by the organization.
The Quality Management System policies and guidelines help in practicing the continuous improvement on the operations of the service. It ensures the system is meeting all the required customer demands.
4. Customer Complaint Management
There must be a robust system in place to handle Customer Service and Complaint Management.
For the services sector, it is a crucial aspect of success and a sure shot way to enhance customer satisfaction and deliver a positive customer experience.
Having a Customer Relationship Management Software is essential to keep track of the customer information and effectively attend to the customer requirements.
ISO 9001 Certification has certain guidelines to follow while setting up a customer-compliant management system. Frequent customer surveys and gathering feedback is a requirement. Organizations can thereby take corrective actions and retain the customer base.
5. Review Customer Satisfaction
Customer Satisfaction is an important aspect of ISO 9001:2015 certification. Getting repeat customers and gaining a presence in new markets is the key to business success for every organization.
ISO Standard offers the right policies to ensure customer satisfaction is maintained always while delivering the service.
Gather customer feedback through surveys, face-to-face meetings, customer service, etc. is important. These touchpoints help in understanding the customer requirements in detail and provide the services accordingly.
Plan-Do-Check-Act Model of ISO 9001:2015 Certification
The ISO 9001:2015 Standard follows a cycle of Plan-Do-Check-Act. It focuses on the performance and delivery of quality products and services.
It helps to meet the specification of the customers and practice efficient business operations. The ISO 9001:2015 Certification focuses on the practice of continuous improvement, enhancing customer satisfaction and design excellence.
The Quality Management System acts as a central control point to the business operations and will help in optimizing the business process and keep the overhead cost low.
ISO Certification – Helping Business at all levels
ISO Certification helps businesses in many ways and at all levels. It has a significant impact across the leadership, development, and planning at the top management level.
ISO 9001:2015 Standard also promotes the culture of knowledge sharing in the organization across all levels of organizational structure.
Hence, in a nutshell, having an ISO 9001:2015 Certification for a services company is highly beneficial for the organization in gaining new customers and retaining an existing ones.
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