Certify is not adopt standards ISO became a must to act in markets highly com-petitivos. But certify standards doesn’t mean necessarily culturally adopt all their benefits. Takes time and resources to make this approach permeates all levels of the Organization and ended up being part of the day-to-day management. His eruption happened when still a considerable proportion of industrial enterprises was still unconsciously product-oriented, more skewed towards the intrinsic goodness of thereof that the needs and perceptions of the segments that oriented its commercial efforts. Thus means that its use is fruit of the need to comply with the formality before an audit or recertification, rather than a demonstration of his commitment to listen deep and actively to the customer on numerous occasions. Several Auditors of quality will have surely noticed this phenomenon. Duty measure vs. take advantage of the measurement between the processes that integrate management system of Quality, the business occupies a relevant role, to the point that measure the satisfaction of the customer acquired the rank of policy in many companies.
The concern often starts by the owners or shareholders of companies, aware of the imperative of maintaining the certification to ensure continuity of access to external markets. Moreover, synonymous with tradition familiar – brand can be affected. Therefore they also emphasize that the measurement of client satisfaction is an issue that involves the entire organization. If required to do so by the validity of the ISO, why not take the opportunity to investigate issues not only the perception that customers have about our company but also about our direct competitors? Or why not relieve the reasons for abandonment of former customers? In our role as consultants, we are in permanent contact with companies and found that there are few those that do. Moreover, if we understand that the customer-supplier relationship impacts decidedly in the quality product and therefore in satisfaction, measure the performance of the providers also should be habitual.