As any organization that is attentive to quality well knows, good customer service is essential for success in today's world. In general, in fact, every person who makes a complaint, according to statistics, shares their displeasure with about twenty other potential customers.
Technology and smartphones, then, allow for practically instantaneous news and updates that always remain at your fingertips, and a negative judgment published online by a user can be read by even more people. For any company that wants to be successful, it is therefore essential to manage complaints quickly and professionally, and this applies to any sector but, above all, in quality-oriented sectors.
Adopting the Standard ISO 9001 also supports us in this work because the certification obtained and recognized internationally communicates to acquired and potential customers that a company is implementing greater involvement to offer maximum support, also thanks to understanding their needs and expectations.
Customer focus, in addition to being one of the founding principles of a Sistema di gestione della Qualità Quality Management System according to the Standard ISO 9001, is also extremely useful for building customer loyalty and ensuring that we satisfy them in the best possible way. But the ISO 9001 standard contains another very important principle for managing the daily life of any organization, and that is the one related to leadership, a fundamental quality to motivate a group of people and guide them towards a common goal.
Stable leadership is essential for the success of companies, and we know that the most respected leaders in the world have common qualities (a shared vision is the most recognizable trait of all). Leaders, moreover, are able to initiate even an important change and get followed, encourage the best behaviors within a team, ensure that shared ideas are realized and ensure that collaborators grow the ability to commit to the fullest and thrive by making the most of their skills.
A third founding principle of the quality standard (but certainly not the last that could be of help to companies in this delicate historical moment) is the involvement of people within organizations. In short, it means committing to ensuring that work groups dedicate all their efforts to achieving company objectives and respecting the organization's values.
As the ISO 9001 standard suggests, ensuring that people are truly involved in the work they do means:
- ensuring that they are satisfied with what they do, so that they are at all times dedicated to applying company strategies and becoming a sort of "spokesperson" for company policies;
- making people real "top performers", without them even realizing it, leading them to have greater productivity and a greater chance of professional success;
- remembering that the collaborators involved in what they do often also become the most loyal workers, reducing personnel turnover and remaining to work in the organization for a longer period of time which allows them to be able to concentrate with a broader perspective on what they do and to obtain greater results;
- ensuring that people bring passion to the daily performance of their work because it is often precisely passion that leads to innovation and miglioramento continuo continuous improvement so much advocated by quality