Page 15 - Enterprise Engagement and ISO Standards eBook
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Enterprise Engagement and ISO Standards
Key benefits:
• Increased customer value
• Increased customer satisfaction
• Improved customer loyalty
• Enhanced repeat business
• Enhanced reputation of the organization
• Expanded customer base
• Increased revenue and market share.
Actions you can take:
• Recognize direct and indirect customers as those who receive value from the
organization.
• Understand customers’ current and future needs and expectations.
• Link the organization’s objectives to customer needs and expectations.
• Communicate customer needs and expectations throughout the organization.
• Plan, design, develop, produce, deliver and support goods and services to meet
customer needs and expectations.
• Measure and monitor customer satisfaction and take appropriate actions.
• Determine and take actions on interested parties’ needs and expectations that can
affect customer satisfaction.
• Actively manage relationships with customers to achieve sustained success.
QMP 2: Leadership
Leadership is a critical component of the enterprise engagement framework. Leaders at all
levels establish unity of purpose and direction and create conditions in which people are
engaged in achieving the organization’s quality objectives.
Rationale: Creation of unity of purpose and direction and engagement of people enable an
organization to align its strategies, policies, processes and resources to achieve its
objectives.
Key benefits:
• Increased effectiveness and efficiency in meeting the organization’s quality
objectives
• Better coordination of the organization’s processes
• Improved communication between levels and functions of the organization
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