2. Customer focus

2.1 What the standard says

The main aim of quality management is to meet customer requirements and strive to exceed their expectations.

2.2 Why this principle?

Without customers, a company disappears. Customers, and in a broader sense stakeholders, must therefore be at the heart of a company's concerns. Satisfying them, earning and keeping their trust, is essential to sustainable performance. To this end, it is essential to understand, analyze and listen to the needs and expectations of customers...