Archive for the ‘Customer satisfaction’ Category

Peter&Helen WB smallIt can take a while to get a case study completed ¬†– but isn’t it worth it! Read on . . .

Turner Hire & Sales Ltd have been established in South Yorkshire since 1972 hiring and selling industrial plant from their branches at Rotherham, Wath, Worksop and Sheffield. The company decided they needed to give their customers a clear signal of their desire and determination to provide an even better quality product and service. This led them to look at the international quality management standard ISO 9001 and search for a local consultant.

In doing so Managing Director Mick Holmes came across another Rotherham based Chamber member, Pete Thornton-Smith of the 9001 Support Centre at Thornbank on Moorgate, at a Quality Conference in Sheffield back in 2014. They soon struck up a good understanding of the work required and how to ‚Äėmake it happen‚Äô.

Mick makes the point, ‚ÄúI always feel much more comfortable working with local experts and found that whoever I asked, one name kept getting recommended, so Pete was subsequently engaged to work with Quality Manager Helen Hollingworth and began working with Turner Hire late 2014 and we are delighted with the outcome‚ÄĚ.

‚ÄúPete demonstrated a vast amount of knowledge as regards the standard but more importantly, how to work with us to ensure that we installed an effective system that everyone understood. A jargon free area if you will. In addition, we threw him a few curve balls it has to be said, but he calmly dealt with them and returned them with interest‚ÄĚ.

Mick goes on to say ‚ÄúThe certification of compliance with ISO 9001:2008 recognises that the policies, practices and procedures of our firm ensure consistent quality in the product and service that we provide to our customers. With this certification, our customers can be confident that Turner Hire & Sales Ltd is dedicated to maintaining the highest efficiency and responsiveness in achieving our ultimate goal ‚Äď guaranteed customer satisfaction‚ÄĚ.

‚ÄúAchieving the certification was a smooth and natural progression for the company, because it essentially formalised the structures, standards and processes we already had in place. Having gained certification for all our sites at the end of 2015 with ISOQAR, we are in a much stronger position commercially and have been delighted to see the benefits that Pete talked about early on in the project‚ÄĚ. Peter and Helen are pictured with the certificate.

It goes without saying we would recommend Chamber members to collaborate together as much as they can and if you need 9001 (and 14001 or 18001 for that matter as we do) then Pete‚Äôs your man. He really does ‚ÄėLighten the Load‚Äô.

You can contact turner Hire and Sales on 01709 828444, www.turnerhire.com or email them on enquiries@turnerhire.com

As always Pete can be contacted at the ISO 9001 Support Centre on 01709 301303 or via his website www.iso9001supportcentre.com or email at  pete@iso9001supportcentre.com

 

I often get asked this as sites get close to bringing in the auditor so I put together this summary of what I would expect to see in relation to the five main paragraphs so it is possible for anyone to gauge if they are ready.

How much of the system?
The QMS should have been operational for at least 4 ‚Äď 6 months with quality records created in every section of the system. ¬†A full¬†set of controlled procedures, work instructions and forms should be in use backed by an effective record retention system. ¬†Evidence of controlled issue of such documents either electronically or as hard copy needs to be visible.

Clearly at least one Management Review meeting needs to have been undertaken with minutes on file and adequate resources in place Рespecially the Management Representative! An effective Quality Policy and objectives should in place and understood by staff.  The scope needs to be adequately declared with a note of exceptions from Section 7 and the company should be able to demonstrate an effective means of communication to the staff, perhaps a newsletter, notice board items or briefing sessions.

A full set of training records need to be on file for employees plus a means to determine training needs and requirements e.g. a skills matrix. The relevant aspects of infrastructure and environment would be addressed as appropriate and a current Organisational chart visible for all to see how they fit into the structure.

Where it really counts
Operational procedures should be complied with in Sales, Purchasing, Design, Calibration and Production and control of identification and status evident throughout the company. You need to be adhering to your Approved Suppliers and Subcontractors List with adequate inspection from Goods Inwards, In process through to Despatch.  Customer property needs effective control if relevant along with preservation of product in stock, in process and on despatch.

All internal audits have to be completed in accordance with your schedule by a qualified auditor and corrective action reports documented and action in a timely manner. Evidence of Quality Objectives and their measurement is required so as to demonstrate continuous improvement and you must have effective control and analysis of non-conforming product.  Finally, clear evidence of customer satisfaction data collection and evaluation should be present.

Help is at hand
After all that if the Management Representative wants some moral support then he can subscribe to the free 9001 Training Guides. You can find a full set of samples on Utube on the QualityAuthority channel or click on this link to go to the web site to take up the free subscription for the full series of ISO 9001 Training Guides.

Customer satisfaction. . . . . how are we meant to measure that then for heaven’s sake. ¬†Not the dreaded questionnaires, oh telephone surveys well that’ll work. ¬†Why don’t we send our sales people out to talk to them whilst we’re at it.

This is¬†one of the major stumbling blocks for many companies when they start¬†¬†to get¬†their heads round paragraph 8 in the ISO 9001 standard. ¬†However, there it is plus your data on deliveries and reject levels isn’t good enough on its own – it needs to be data that your customer has generated. ¬†Well I’ve got some great news for you – the goal posts are on the move!

I just read Dr Osman Khan’ blog here and it discusses the need not just to get the order there on time at the right price and quality but to go one better and delight the customer. ¬†Would that create ‘delight’ – well think how you felt when you last bought something then received more than you expected – more than would just keep you satisfied. ¬†Suggests it would work doesn’t it and certainly in current times when any competitive edge is worth recording especially if this generates more customer loyalty for your efforts.

Customer satisfaction is the base line, a given, so you need to go beyond it. So when you next sit down with your team don’t just settle for ‘satisfaction’ raise the bar and aim for ‘delight’. ¬†Now there’s a challenge.