Question: Given two cars, say… a Mercedes and Jeep Wrangler, which one would you prefer? Some will go for Mercedes and others will go for the Jeep - and each one can give various reasons for their preference.
Now given the same cars to choose from for a safari, which would you pick? Most of those who picked Mercedes will drop their choice and go for the Jeep, right? Two scenarios, same cars, yet people change their minds. Does the big question then become which of the two is really the superior quality car? In this video, our lead consultant breaks down the meaning of quality.
In our organisations, you may find such scenarios. For example, there can be two HR officers supporting teams but employees might just feel comfortable raising their issues with only one of them. Why? With keen observation, you will find it is because one of them is offering ‘quality’ Service to the employees that are listening and properly addressing their needs.
Interestingly, it’s the beholders who determine what they want/need: A Maasai Mara visit will make whoever had chosen Mercedes jump into a Jeep because it will serve his needs better at that particular time. Similarly, the ‘good’ HR gives a sense of feeling that they are being listened to and their needs are being addressed. So the big question is do we know who our customers (Interested parties) are? Do we know what they need? And what are you doing about it?
It is in the same spirit that the revised editions of ISO 9001:2015, ISO 14001:2015, ISO 22000:2018 and ISO 45001:2018 have emphasised the need for organisations to understand the needs and expectations of interested parties in clause 4.2.
These standards have provided the global best practices that can offer you or your organisation the competitive advantage you have been looking for! ISO 9000:2015 standard defines quality as "the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs". It is time you focused on your customers’ needs.
HERE’S HOW:
Know what your customers' needs and expectations are. (You can use the free tool we've provided here)
Strategise on how your product & service shall meet the needs or satisfy the expectations of your customers.
Develop and optimise your organisation's processes and its products/services
Seek continuous improvement and always aim at satisfying your stakeholders (Consumers and customers).
At IMS Africa Ltd, our services are geared towards helping organisations achieve sustainable growth and competitive advantage from the implementation of these management systems. This is why we will be sharing weekly tips on how your organisation can focus on quality for competitive advantage. Sign up and don't miss!
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