• International Organisation for Standardisation

• Comprises of National Standard Bodies of 161

Countries

• Made up of 180 Technical Committees, 630 Special

Committees, 1830 Working Groups, 18 Adhoc
Study Groups
 “It is an approach for continually

improving the quality & efficiency of goods

and services, delivered through participation

at all levels and functions of the organisation.”

“ Creating the right attitudes & controls to
make prevention of defects possible ”

“ Optimizing customer satisfaction by

increased efficiency and effectiveness ”

“ A quest for excellence ”

 “It is the totality of features and
characteristics of a product or service
that bear upon its ability to satisfy
stated or implied needs.”
 “ Consistently meeting or exceeding
customer needs ”

“ Conformance of Services to Customer

specification ”
 Reliability. Delivery of promised level of service every time,
dependably and accurately

 Responsiveness. Prompt delivery of service.

 Assurance. Knowledgeable and courteous staff, able to convey

trust and confidence

 Empathy. Provide caring and individualized attention.

 Tangibility. Physical evidence associated with the service facility

- to be clean and with staff well groomed.
 Thorough understanding of service requirements.
 Clear and prompt communication to the customers.
 Quick processing of requirements.
 Prompt deliveries, as per commitment.
 Providing complete information to customers.
 Technical competency of staff.
 Reliable equipment support.
 Pleasant office environment, with courteous and responsive staff.
 Conducting the business in a socially responsible manner &
complying with all laws of the state.
 Making the Service ACCESSIBLE.
1. Availability.

Distance, time – 24/7, maximum presence – even thru’

competent agents, help lines, emergency contact numbers
etc.

2. Affordability.

Price of services, spares….etc.

3. Acceptability.

Quality of products and services, responsiveness,

hospitality & comfort, communication, opportunity to
participate in the process etc.
1. Creating an Organization structure that will be functional and flexible for
growth.
2. International acceptance. This certificate provides a recognizable
International accreditation, practicable in approach and methodology.
3. Consistency in the quality of the service will be achieved over a period of
time.
4. Benchmarking of the required Quality of Service levels. In the absence of
any other Internationally accepted industry standards, the ISO Standards will
assist in identifying and setting up an achievable set of Quality of Service
levels, for each function.
5. Awareness of the requirement of achieving high quality standards will
get spread right throughout the Organisation.
6. An Environment Management System can be set up on this basic
framework, resulting in more hygienic working conditions, which are
cleaner and safer.
Reduction in operating costs.
Quality Costs will comprise nearly 35-40% of your total processing
costs today. Even a small percentage reduction in the following costs
will result in tremendous savings to you.
a. Processing, procurement costs and storage costs, by better vendor
evaluation / selection methods, standardisation of requirements, lesser
receiving inspection, follow up costs and rejections.
b. Employee costs, by conducting training / awareness programs,
improving motivation and output levels and reducing employee
turnover.
c. Equipment costs, by better utilisation and maintenance practices, like
identification of critical equipment, setting up preventive maintenance
schedules and creating a history register of all the equipment.
d. Customer complaints. A systematic approach and a trained, responsive
and aware staff will reduce customer complaints to a minimum.
Identification, evaluation and definitions of customer need will
accomplish this. Also, prompt action on feed back received through
customer survey forms etc.
 Marketing Benefits

 By addressing customer complaints promptly and developing new

products / services, also modifying existing ones based on customer
feedback.

 The ISO 9001 is an Internationally accepted Certification for

Quality and thus a powerful branding tool, accepted all over the
world.

 Will help all your offices and staff to be more aware of customer
needs and develop services specific to their requirements, based on
analysis of feed back .

 A more responsive staff, better ambience and décor and improved

signage at all your Offices, leading to customer delight.
Technically competent, courteous and responsive staff.
Strict adherence to delivery schedules.
Prompt redressal of customer complaints
Quick processing of requirements.
Ensuring safety and security of consignments.
Adopting latest technology in communication, tracking, etc.
Conducting the business in a socially responsible manner.
Complying with all national and international laws.
Reliable equipment support.
Is a Management System Standard, not a Product Standard

Is applicable to all types of Organisations

Streamlines the System

Is practical and can be easily understood by all

Raises the “Quality” Image of the Organisation

Is an Internationally accepted Quality Standard

Provides Direction and Management of Change

Is voluntary and market driven