ISO 9001 Quality Management System Guide
Download the Smithers ISO 9001 Quality Management Guide to improve your knowledge base around the ISO 9001 standard, its structure, terminology, and its most important clauses.
Many people talk about manufacturing and quality management systems. But a service quality management system (QMS) is just as essential, if not more so, for businesses in service industries.
While it's straightforward to define quality when it comes to a product, identifying service quality can be much more complex. That's where a service industry quality management system standard like ISO 9001: 2015 comes into play. Who needs ISO 9001 certification? Any service organization that wants to develop a process approach that improves service quality can benefit from ISO 9001 certification.
This article will answer the question, "What is quality in service?" and review the concept of managing service quality, the purpose of a quality management system in the service industry and the ways a business can determine how to measure the quality of service.
To develop effective service quality management, you need to be able to define quality in service. It's not as obvious as the quality of a product, where defects are easily recognizable. To identify service quality, you must compare your services to your customers' expectations. These five characteristics usually define service quality:
Taken together, these five areas illustrate whether a company meets its customers' expectations.
To measure the quality of service, you must be able to measure your customers' level of satisfaction and whether you're meeting their expectations. You can gauge customer satisfaction in a variety of ways, such as by their:
The essential purpose of a quality management system in the service industry is to develop the necessary processes to provide services that meet customers' requirements and increase customer satisfaction. The ISO 9001 standard provides the structure for creating a service quality management system. It outlines eight essential areas that a company must address and document:
Implementing a service industry quality management system gives your company the necessary tools to improve its processes and increase customer satisfaction. This, in turn, can lead to repeat business, which lowers the cost of business acquisition.
The strength of your service quality management system depends on your ability to implement ISO 9001. Smithers has years of experience providing ISO audit and certification services to companies like yours. We take a "no-surprises" approach, getting to know our customers and providing the information they need. Contact us today for a quote.