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Using ISO 9000 to improve customer service

Using ISO 9000 to improve customer service During 1996 the facilities management department at the Sanofi Research Centre in Alnwick implemented an ISO 9000 quality system. The primary aim for implementing the system was to improve the services provided to the department’s internal customers. Describes how the implementation was carried out, with particular reference to improving customer service, but also identifying some of the issues relating to implementing ISO 9000 within part of a larger organization. Focuses primarily on in‐house service providers, but the information may be relevant to all service organizations. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Training for Quality Emerald Publishing

Using ISO 9000 to improve customer service

Training for Quality , Volume 5 (3): 4 – Sep 1, 1997

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Publisher
Emerald Publishing
Copyright
Copyright © 1997 MCB UP Ltd. All rights reserved.
ISSN
0968-4875
DOI
10.1108/09684879710173398
Publisher site
See Article on Publisher Site

Abstract

During 1996 the facilities management department at the Sanofi Research Centre in Alnwick implemented an ISO 9000 quality system. The primary aim for implementing the system was to improve the services provided to the department’s internal customers. Describes how the implementation was carried out, with particular reference to improving customer service, but also identifying some of the issues relating to implementing ISO 9000 within part of a larger organization. Focuses primarily on in‐house service providers, but the information may be relevant to all service organizations.

Journal

Training for QualityEmerald Publishing

Published: Sep 1, 1997

Keywords: Customer service; Internal markets; ISO 9000; Service levels

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