What We Do : ISO 9000 Processes

48 Walkley Road,
West Hartford, CT

phone: 860.232.9858
fax: 860.232.9438

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The new ISO 9000 standards require measurements and assessments for customer satisfaction and management capabilities.

To Quote the standard: Section 4.3 "Successful use of the eight management principles by an organization will result in benefits to interested parties, such as improved monetary returns, the creation of value, and increased stability."

Those eight management principles include:

  1. Customer Focus
  2. Leadership
  3. Involvement of people
  4. Process Approach
  5. Systems approach
  6. Continual Improvement
  7. Factual approach to decision-making
  8. Mutually beneficial supplier relationships

Section 5 involves Management's responsibility. Subsection 5.1.1 discusses a variety of management activities using the following methods: "Financial Measurement, Process performance Measurements, external measurements-such as benchmarking and third party evaluation, customer satisfaction measurements, product performance measurement from a customer perception, and other success factors identified by management."

We provide reasonably priced assessments that cover the areas of the balanced score card (innovation, organizational agility, customer satisfaction, economic performance, and the company's learning culture). Our effort is to provide 360 degree perspectives and insight surveys that relate to 30 areas of the management process.  Our surveys involve managers, employees, customers, and other stakeholder such as vendors. The results are statistically quantified, measured against the firm's competition and can be benchmarked for future surveys.  For a sample assessment, refer to our Test Drives page.

Some of the areas we measure and compare against the competition:

  • Cost Management
  • Quality Improvement
  • Time Utilization
  • Redesigning Structure
  • Reengineering Processes
  • Rethinking Strategy
  • Customer Focus
  • Customer Value
  • Customer/Supplier Partnering
  • Product/Service Development
  • Market Foresight
  • Knowledge Leverage
  • Employee Involvement
  • Competence Development
  • Teamwork Commitment

We provide guidance, insights and effective processes that enable management groups to:

  • Identify the most beneficial information and knowledge that improve management processes and organizational capabilities
  • Determine how each process' sequence and interaction work within the system
  • Develop the criteria and methods that ensure the effectiveness in operations and control
  • Create organizational support and resource allocation for monitoring these processes
  • Develop timely periodic measurement and benchmarking processes
  • Develop customer satisfaction surveys and competitive assessments
  • Develop supplier surveys and measurement systems
  • Identify effective innovation opportunities that align with customer needs
  • Implement action planning activities and communication tools while working with teams

Take a look at our Test Drives page to view samples of our assessments and surveys.  We also provide in-depth assessments and retreats that improve managerial performance and follow through.  For more information about Quality or ISO 9000, refer to the American Society for Quality's website.

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