Effect of Internal Customer Satisfaction Index on Revamping of ISO Implementation Structure in a R&D Organization

Abstract

Customer focus is an essential part of Quality Management System (QMS). Customer surveys act as critical mechanism for gathering customer feedback that gives an additional insight into health of QMS of any organization. Their opinion is a resource for improving organization’s performance. The present work is done to increase customer satisfaction in an R&D organization. The organization under consideration is ISO certified for the last thirteen years. The deficit customer satisfaction index (CSI) was observed after quantitative data analysis of customer feedback. Detailed investigation on possible causes was done to find out the root cause behind less CSI obtained. In context of ineffective utilization of existing procedures of technical activities, new procedure was evolved to ensure full utilization by consideration of attributes adversely affecting CSI. The developed procedure has contributed in improving customer satisfaction. Various QMS practices based on ISO 9001 have been addressed in the present study. This paper had given on how an organization can improve its processes by using the main valuable features of ISO 9001 QMS. The results give practical solutions to the service providing the R&D organization to improve customer satisfaction.