Customer complaints are almost inevitable these days because there are so many easy channels that allow consumers to leave feedback, sometimes publicly, which can cause reputational damage. What matters is how consumer-facing organisations deal with those complaints quickly and effectively to prevent escalation and ensure that customers are satisfied.
An invaluable new tool for doing so is BS 8543 – a new British Standard which specifies good practice in complaints handling.
What the standard covers
BS 8543: 2015 – Complaint handling in organisations – Specification, has been written by complaints management experts and provides a road-map with which any type of organisation can implement a complaint-handling process. This includes planning, design, operation, maintenance and improvement.
The aim is to handle complaints in such a way that organisations improve reputation, enhance customer satisfaction, build customer loyalty and retain customers. Additionally, organisations using the standard will:
- embed a customer-focused approach to resolving complaints
- encourage personnel to improve their customer-skills
- improve competitiveness and help reduce the number of complaints.
To turn complaints from a problem into a genuine business opportunity, consider using BS 8543.
The world of business standards is a continual challenge.
It is widely recognised that an efficient occupational health and safety management system promotes a safer and healthier working environment for everyone involved.
In response to the increasing demand for a global harmonised approach to health and safety, a new international standard for occupational health and safety management systems, ISO 45001, is under development and due to publish in October 2016.
This new standard will follow in the foootsteps of ISO 9001 and 14001 and be completely revised and improved.
Are you certified to OHSAS 18001? How do you feel about it being turned into an ISO standard?
Quality matters to customers. If your business gives your customer a good experience they are more likely to return and continue to use your business. This is why quality management should be at the top of your business agenda.
Having a Quality Management System (QMS) in place will help your business meet its customers’ requirements, save money and time on resources, increase profits and give you that step you need to always be ahead of your competitors.
ISO 9001 – the best standard for quality
BS EN ISO 9001 Quality management systems. Requirements is the world’s most popular standard. It’s been implemented by millions of organisations in over 175 countries.
ISO 9001 provides a framework for building a QMS that reflects an organisation’s particular needs. A well-designed QMS will help you to plan, run and monitor every part of your business and continually improve on the areas that need some extra attention. It will also take you to the next step of your quality management journey and help prepare your organisation for certification if you wish (not mandatory – I have clients who benefit from the standard without certification).
ISO 9001 has changed
Now is a perfect time to implement or review your existing QMS, as the world of quality management is changing. ISO 9001 has been revised to ensure it remains relevant to the marketplace. The new version of ISO 9001 will be published later this month.
If you are already certifed to ISO 9001, your existing standard will eventually be withdrawn and a transition will need to be made to the new standard by 2018. So it’s crucial you plan for the new standard now.
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The wait is over!
With more than a million organisations certified to ISO 9001, it is the most widely recognised standard in the world. It sets out requirements for quality management systems, and is suitable for all types of companies.
Most of us will have come across a company that is certified to the standard; it’s incredibly popular, and has now been updated to reflect current management practices. This is a large update so if you are currently certified to ISO 9001: 2008, you do need to be making plans for the transition to the 2015 standard.
ISO 9001: 2015 guides organisations to build a management system suited to individual needs without imposing irrelevant paperwork or requirements which add no value.
- Enables you to better align and integrate multiple management standards
- Takes a risk-based approach, becoming a tool for preventive action
- Moves away from prescriptive paperwork
Whatever an organisation’s size, sector or location, ISO 9001 will help to improve customer satisfaction and build a sustainable future.
I am already working with my clients to update their systems to the 2015 standard. All organisations have until 2017 to make the transition fully, but it makes sense to do it sooner rather than later and take advantage of this much improved standard.
What are your thoughts on ISO 9001: 2015? Are you surprised by the content?
I have just signed up a new client in Doncaster for a project to update their existing management system and achieve certification to ISO 9001:2015.
How are you planning for the changes to this standard?
All organisations need rules and a defined sense of direction and purpose. In my experience, companies spend a lot of time creating policies but lack control over their implementation.
Effective governance allows more control to owners, offers employees a clear idea of their role, while those outside the organization have a better informed view of how it operates. This standard has been created to raise the bar in terms of how an organisation is governed by offering a framework that continuously improves and assesses its development.
As the first British Standard for governance, BS 13500 focuses on effective structures, relationships and accountability, as well as guidance on how organisations can illustrate good governance. Aimed at mitigating the risk of poor governance, the standard is a powerful baseline which can be used to implement and ensure effective governance. It is intended to be used as a basic checklist to ensure that all elements of a good governance system are in place
BS 13500 allows you to:
- Offer your business direction and focus through effective organisational governance
- Give decision-making processes greater structure
- Make better decisions with greater focus on financial impacts
- Build credibility and trust with employees and customers
- Demonstrate best practice and protect your stakeholders
Contact me for more information.
One of the world’s most popular standards for environmental management has just been revised, with key improvements that make it fit for the future.
ISO 14001, which sets out the requirements for an environmental management standard, is one of the world’s most widely used standards and a key business tool for many organisations. With more than 300 000 certificates issued globally every year, it ranks high on the agenda of many organisations worldwide who place importance on their environmental impact.
A newly revised version has just been published, to ensure it remains relevant to the marketplace. ISO 14001:2015 responds to the latest trends, such as an increasing recognition by companies of the need to factor in both external and internal elements that influence their impact, including climate volatility.
Other key improvements in the new version include:
- A greater commitment from leadership
- An increased alignment with strategic direction
- Greater protection for the environment, with a focus on proactive initiatives
- More effective communication, driven through a communications strategy
- Life-cycle thinking, considering each stage of a product or service, from development to end-of-life
Are you certified to ISO 14001: 2004? Will you be upgrading to the new standard?