5.2 Customer focus

If the organisation's mission is to satisfy the customer, then customer requirements must be determined (7.2) and feedback (8.2.1) sought.

ISO 9001 Base Clause Customer focus 5.2

This clause links to 8.2 customer related processes and customer satisfaction.

There is now considerable emphasis on top management being seen to be on-board and playing the game. Top management is defined as the person(s) who direct an organisation at the highest level.

The principal message that management must get across is that the objective of this business is to keep the customer happy.

Management must communicate the business objectives to employees who should be aware of their own roles and responsibilities (6.2.2).

Notice that none of these clauses specify a procedure or a record – you are simply required to do it.

As a result, the Certification Body auditor will want to speak to the MD and the staff. This something your internal auditors must do also.

5.2 Customer Focus

ISO 9001:2008 defines customer focus as a top management responsibility. Customer focus involves determining customer requirements and meeting the requirements so as to achieve customer satisfaction.

Enhance customer satisfaction by ensuring that customer requirements are identified. The principal message is that management must convey is that the objective of the business is to keep the customer happy.