Got the Right Number?

ISO 9001 and ISO 14001 are designed to help an organisation determine, implement and maintain their quality and environmental management systems. They are designed to ensure interested party requirements and their expectations are consistently met - the most important interested party being the customer.

When you don’t have that number, the right number, things can go terribly wrong. Wrong in terms of expectations. Wrong in terms of reputation. “Customer expectations were not met” is not what you want to hear or read. Here’s an example of a customer experience as reported on social media.

Customer experience #1: “So called sprain (according to Kendal minor injuries unit) is actually a fractured ankle. Outcome: further damage caused due to incorrect diagnosis.”

Customer experience #2: “Following a correct diagnosis (to be confirmed) after a visit to the Huddersfield A & E, this was the outcome: Still waiting for the follow-up appointment with the specialist consultant.”

Customer experience #3: “Yet another trip to A&E due to pain in leg. But at least we solved the reason why no one rang me last week. I still haven’t seen a specialist consultant. At my previous visit to the A & E, they inputted the wrong phone number into the system. I was lost in the system. They had no knowledge of me. So despite trying to contact them for a follow-up visit, an unplanned visit to the A & E was made. Outcome: A new cast was applied, although I’m not convinced it has been applied correctly. I’m told that I will receive a phone call in the next two days to arrange an appointment with a specialist consultant - an appointment I should have had a week earlier.”

What will customer experience #4 read like?

Social media can make or break your company reputation very quickly. Here’s one of eighteen posted comments: “What a surprise, the NHS is on its knees.”

Do you have the right number?

Dial 9001 option 6

for a risk assessment

Our customer services team will ask you the following questions:

1. What are your internal and external customer requirements and expectations?

2. How do you measure performance in terms of achieving their requirements and expectations?

3. What is your corrective action process in terms of containment, identification of root causes, and effective corrective actions?

4. How do you prevent potential adverse impacts on your business?

5. What have you done recently to make substantial improvements to your processes?
   

Are your customers suffering from poor service? For a risk assessment dial 9001 or 14001 then press 4, 5, 6, 7, 8, or 9 for assistance with your specific enquiry. We hope your expectations were fully met. If not dial 9001 option 10.

Have a nice day.

Indulis Svikis