EC&M reports on the need for customer satisfaction and continual improvement in management systems.

  • Customer satisfaction and continual improvement are major additions to ISO 9001: 2000
  • The aim of ISO 9001: 2000 is to be able to measure improvements in performance of an organisation
  • Improvement can be measured on a job-by-job basis or company-wide
  • The KPIs set by the Construction Best Practice Programme can be followed or individual targets set

    • Source

    Electrical and Mechanical Contractor

    Postscript

    Chris Ottaway manages the ECA's free management systems helpline for members (tel: 01322 668686). He is md of Ottaway & Associates.