Why should a customer know about ISO9001:2015?

Come September, Business all over the world would have moved from ISO 9001:2008 to ISO9001:2015 based Quality Management System implemented in their respective organisation. Owner/Management of all organisations has now shouldered the responsibility for their efficient and effective implementation of the organisation's Quality Management System, which is a MUST as per the requirement of ISO 9001:2015 standard, unlike the earlier version ISO9001:2008.

• The new ISO standard is expected to reinforce further the organisation’s commitment to its customers; thereby the organisation achieves a sustained growth in the long run. For all disputes arising out of quality issues, the owners/ management needs to provide evidence for meeting the intended requirement of their customers, whether the organisation is certified or not by an external body.
• The Quality Management System of a company is all about efficient management of promises, contracts extended by an organisation and compliance with legal requirements. Therefore, any dissatisfied customer poses a threat to the organisation’s smooth functioning and its business sustenance. 
• For instance, you might have read in the newspaper that automobile companies withdrawing the entire batch of products in the event of a complaint by their customers.
• Who is a customer?

A customer can be external, internal, intermediary or end-user of the products or services offered by the organisation. Employees are identified as internal customers.

• Compliance to Legal Requirements is one of the major requirements of ISO 9001:2015

As the owner of the quality management system is shouldered by the owner/Management, all rules and regulation associated with promises and contracts must be understood by the owner/Management and judiciously followed. Their ignorance on complying with rules and regulation shall cost the organisation in terms of loss of reputation and money for huge compensation. Therefore, objective evidence is required to be produced at the appropriate legal forum where the disputes are considered especially by a dissatisfied employee.

• Clause number 7.1.4 of ISO 9001:2015, Environment for the operation of processes, is explicit on the need for a work environment that is congenial to social, psychological and physical factors; its responsibility rests with owner/management of the organisation.

To conclude, ‘THE CUSTOMER IS THE KING’ & ‘YOU ARE THE BEST DOESN’T MEAN THAT YOUR COMPETITORS ARE NOT AT THEIR BEST’ are two of the internationally accepted ethos which governs organisational strategy for growth as well as the Organisation’s Quality Management system.