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CLAUSE 5.2 - ISO 9001:2000, Customer focus

GENERAL

A process is "set of interrelated activities or interacting activities which transforms inputs into outputs" (ISO 9000:2005).


can be represented graphically as follows:

All processes have an object or purpose, a "something" that seek to achieve and that is given by the area and management of its own .

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High Management should ensure that customer requirements are determined and met with the aim of increasing customer satisfaction

5.2 Customer Focus, ISO 9001:2000

DEFINITIONS

client organization or person that receives a product
EXAMPLE Consumer end-user, retailer, beneficiary and purchaser. NOTE
customer can be internal or external to the Organization ISO 9000:2005 3.3.5

REQUIREMENT ANALYSIS - Customer focus

OBJECT

In order to increase their ability to satisfy customers, senior management must ensure that the market is aware organiaación where operates and is able to identify customer requirements Actuel, new and potential

DATA ENTRY

These may include:

* Market research *
clinet group meetings to discuss your needs * Test marketing

* Evaluation of competing products
* Información obtenida de la comunicación con los clientes individuales /clientes potenciales
* Retroalimentación de la información que recibe el personal que se relaciona con el clinete

ACTIVIDADES

La alta dirección debe decicir dónde, cómo y cúando una organización debes usar sus recursos para asegurar que:

* Obtiene información relacionada con lso requerimientos del cliente
* Trabaja para satisfacer a sus clientes, cumpliendo sus requerimientos

Lo anterior debe incluir la consideración de métodos para recopilar información relacionada a las necesidades y customer expectations, such as:


* Analysis and research of customer and market communication
* and review activities related to:
-
financial managers - project managers
- customer service staff
- individual contacts
senior management * Process management requests and purchase orders
* cleint service platforms
* interactive internet web sites

Top management must ensure that the INFORACION obtained is analyzed and used as input data for:

* The development of quality policy
* The establecimeinto of significant quality objectives
* SGC planning
* Identification of any other action to increase customer satisfaction

OUTPUTS

These may include:

* Collection and processing of customer information

* Data related to customer needs and expectations and the market

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