1. Positioning the sales process within the quality management system
In its 2015 version, ISO 9001 confirms the quality management principles that contribute to improving the organization's performance: customer orientation, leadership, employee involvement, process approach, improvement, evidence-based decision-making, management of relations with interested parties.
The 2015 version of ISO 9001 brings with it a pervasive preoccupation with customer satisfaction, and a new reading grid on the involvement of every stakeholder in the smooth running and performance of any organization. So, while the 2008 version dealt with the sales function in two specific paragraphs, chapters 5.2 "Customer care" and § 7.2 "Customer-related processes", our interpretation of the standard now requires us to consider more than ten chapters.
Indeed, the...
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Positioning the sales process within the quality management system
Listening to the customer, drawing up an offer
ToolReference standards
ISO 9001:2015 – Quality management system – Requirements
ISO 10004:2018 – Customer satisfaction – Guidelines for monitoring and measurement
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