BALANCING CUSTOMER REQUIREMENTS WITH ISO 9000 REQUIREMENTS

摘要

The 90's trend toward delighting the customer and operating with enough flexibility to meet the changing needs of the customer can, on the surface, appear to conflict with the requirements of ISO 9000. How, for example, can you comply with the requirement to maintain and communicate written, well documented, processes when those processes are constantly changing to accommodate the varying needs of the customer? Manufacturing and service industries are becoming more competitive by being quicker to react. Competition is becoming more and more time-based. This includes the ability to go to market with new designs quickly, the ability to continually upgrade technology for broader market share and the ability for the production operation to readily accommodate these changes. Suppliers are also faced with customers that require: (1) Flexibility (2) Quick Turnaround (3) Value (4) Options (5) Excellent Customer Service To meet these challenges suppliers are using techniques such as: (1) Reengineering (2) Continuous Improvement (3) Flexible Work Force (4) "Designed in Quality" (no inspections)