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...
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Customer focus
Leadership
Reference standard
ISO 9000:2015 – Quality management systems – Essential principles and vocabulary
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