5.2.0 Customer Focus

Purpose

To evidence that the organisation and top management identify and are focussed on customer requirements with the aim of enhancing customer satisfaction. 

Procedure

[enter-your-company-name-here] is entirely customer focussed and devoted to fully understanding the needs and requirements of our clients and ensuring that our products and or services are responsive to these needs and requirements.

This focus is identified in procedures within our company manual.

(Expansion required – Customer service department, salespeople allocated to individual clients or client groups, customer survey, industry trends. Website design, customer feed-back.  Reference to 7.2.1 & 8.2.1)

• Understanding the client’s explicit requirements is fundamental to the satisfactory outcome of the project. Extreme care and attention is paid to the process of determining the scope of the work before the commencement of the project (7.2.1)
• A senior (who) is assigned to the client and maintains close contact throughout the duration of the project. Regular meetings are held with the client to ensure that their requirements are being met and any changes or additions are fully understood by all parties concerned.
• Clients are surveyed on a regular basis to ensure that the levels of service are satisfactory and appropriate. Client feedback is sought and encouraged to ensure that the Quality Management System is maintained and relevant (8.2.1).
• [enter-your-company-name-here] maintains an up-to-date web site that provides information on the company’s services together with information for contacting the company.