Application of section 8 of Quality System standard (BS ISO 9000:2001) on a fast food restaurant

Essay by claudiottiB, March 2004

download word file, 8 pages 3.0

8. Measurement, Analysis & Improvement

8.2 Monitoring and Measurement

8.2.1 Customer Satisfaction

This important section of standard requires that organisations consider how they monitor information relating to customer perception of how they meet their requirements. Every organisation can always be improved by reflecting the customer needs and requirements, therefore, they should collect information on the wants and the needs of customers to obtain their opinion, better understand their expectations, their thinking, their ideas and assess their satisfaction with product and services. Managers should ask themselves what customers feel about the product, what bothers them and which features new product should have.

There are a variety of methods for understanding customer needs: direct contact with the customer, failure-related information showing when customer needs are not being met, or surveys. To talk and listen to the customer is paramount to understanding their real needs and requirements, therefore, the preferred methods is direct contact with the customer.

The only reliable way to know how satisfied customers really are is to ask them.

Regarding to our fast food, to understand how satisfied a fast-food customer base is, a questionnaire is probably the cheapest and speediest method. But it is not as simple as it seams. The way in which a questionnaire is administered will have a great impact on the cost and quality of information provided. We have to plan carefully the frequency of this survey: too often could be too intrusive for our customers, too few could be not enough to collect sufficient information. One month every semester is a good compromise. During this time every table must have a questionnaire, together with a pen, to invite the customer to draw it up.

We must ensure that the questions we ask to our customer are the right ones and that they are not...