QMS 2006 Customer Satisfaction Results

Performance Improvement Solutions for Your Business Needs January 2007
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  • QMS 2006 Customer Satisfaction Results
  • Register for 1st Quarter Courses Now!
  • Improving Business Performance in 2007
  • ISO 9001 Benefits for the Service Sector
  • Complete Courses and Schedule
  • Greetings!

    Welcome to Sustaining Edge Solutions E- Newsletter

    Our newsletters provide guidance on operational and quality systems ISO 9001, AS9100, ISO/TS 16949, TL 9000, ISO 13485, ISO 14001, and others. This includes process improvement methods Six Sigma, lean enterprise, and other topics of interest to our readers.

    If you have any questions about the articles appearing in this issue, or you want to suggest topics for future issues, please let us know.

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    Thanks for your Support!


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    QMS 2006 Customer Satisfaction Results
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    The Independent Association of Accredited Registrars (IAAR) is an association of accredited management system registrars operating in North America. The data results of their satisfaction survey cover reasons for implementation, benefits, ROI, and other important QMS metrics.

    When asked if their present certification had been a positive experience, 96% responded with Yes. More than 2,500 customers responded to questions such as:

    What internal benefits have you realized from your current quality management system?

    • Reduced scrap/rework costs – 728 Yes Responses
    • Increased efficiency – 936 Yes Responses
    • Greater quality awareness – 1,861 Yes Responses
    • Positive cultural change – 845 Yes Responses
    • Enhanced communications – 880 Yes Responses
    • Better documentation – 1,869 Yes Responses
    • Improved customer satisfaction – 1,391 Yes Responses
    • Competitive advantage – 922 Yes Responses

    What benefits has your organization gained? Let us know and we will publish the results next month. .

    Send an Email

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    Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet. Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet. Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet.

    Register for 1st Quarter Courses Now!
    Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet.
    Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet.

    Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet. Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet. Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet.

    Improving Business Performance in 2007
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    At this time of year it is natural to reflect on your annual performance and set personal and business goals for the upcoming year. The question is what kind of results do you want to create for yourself and your business? Do you have customers coming back for more of your product or service? Do you have a set of ideal customers you want to cultivate? Are your business processes in control and capable of producing what you and your customers require on a continuous basis?

    The demands of today’s business environment have caused many of us to shift our approach from thinking as a professional to acting as an entrepreneur. Avoiding past mistakes and taking the time to plan your next moves can make the difference between an exceptional year, and a mediocre year for you and your organization.

  • Being Generic: Do you act, look, and sound like your top competitor? Sales material, customer approach, support center processes, website content, all similar? Look for an edge that breaks you away from the rest of the herd.
  • The Emperor with no Clothes: How deep are your relationships with your top customers? Can they identify beyond normal business practices how your value to them increased from last year? What types of evidence would they reference? Don’t ever take the crown jewels for granted, your competition is lurking.
  • Failing to turn your Customers into a Sales Force: Your customers can become your largest asset for customer referrals. It is much easier and cheaper to keep in contact and query your current customers, than for example cold calling.
  • Putting a Square Peg in a Round Hole: How much time did you spend on sales and marketing actions that didn’t produce results? Is your sales force making promises you can’t keep, or not fully understanding the capability of your business processes?
  • Same Stuff, Different Day: Are you still marketing yourself the same way you did last year, five years, ten years ago? Which of your marketing decisions drove bottom line increases and what didn’t? Look around your industry, and seek the difference!
  • Become a Renowned Expert: Successful business people spend their time developing their reputation. They don’t just rely on their business to sell themselves. They use tools to sell themselves and their products – speaking, writing, attending seminars/tradeshows, joining and contributing to professional and community associations.
  • Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet.

    Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet. Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet. Right-click here to download pictures. To help protect your privacy, Outlook prevented automatic download of this picture from the Internet.

    ISO 9001 Benefits for the Service Sector
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    A practical method for helping service sector companies implement ISO 9001:2000 quality management systems, particularly in developing countries, has been published by ISO and the International Trade Center (ITC).

    ISO 9001:2000: A Workbook for Service Organizations is designed to make it easier for service providers to achieve the benefits, such as increased efficiency and effectiveness, of implementing ISO 9001:2000.

    The ISO/ITC workbook targets service organizations with less than 20 employees, such as accountants, architects, engineers, lawyers, and management consultants. Very practical in its approach, it focuses on the discussions, decisions, and steps that make up a program to implement an effective quality management system.

    With the aid of questions and checklists, it guides the service company manager through the following stages: 1) making a decision to implement ISO 9001:2000; 2) planning an approach, 3) designing the quality management system, and 4) managing documentation.

    For organizations that wish to go further and have their quality management system audited and certified by an independent body, there are also chapters on getting certified and after certification.

    Although developed with service enterprises in developing countries in mind, the hands-on approach of the workbook also has something to offer service providers in developed countries.

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    Complete Courses and Schedule
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    We are pleased to inform you that our 2007 1st Qtr courses are now posted on our website.

    To see the course description, schedule, and on-line registration click on the course title below. Courses are CEU accredited.

    All courses can be delivered at your company. Don’t see a course or location that fits your needs?

    Contact Us

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