by layertec | Nov 22, 2020 | Compliance
Section 4.2 of 9001: 2015 establishes the need to determine the interested parties or stakeholders. All organisations will have some interested parties, these might includecustomers, bond holders, partners, franchise operators, bankers, regulators,...
by layertec | Nov 22, 2020 | Compliance
The infrastructure clause of 9001: 2015 is relatively straight forward although the author of this blog would suggest that the organisation should be clear at the onset what should be included. The Standard requires that an organisation should...
by layertec | Nov 11, 2020 | Governance
An organisation embarking upon a customer service strategy should plan the people resources and technology that will be needed to support the delivery of the planned product or service. It is no use having a marvellous product if the processes for its release to the...
by layertec | Nov 11, 2020 | Governance
To deliver a truly customer service driven service the organisation should adopt a variety of interview techniques to verify that new staff are suitable for their roles on the front line of customer service. A simple test might be a telephone interview with simulated...
by layertec | Nov 11, 2020 | Governance
Good customer service starts at the top of organisations. The CEO or business leader must set the tone for the direction, control, and accountability of sound customer service. This should not be a ‘lip-service’ exercise. The CEO should be visibly committed to...
