Discover insights on customer satisfaction in process management as experts Jan Jörgensmann and Stephan Joseph delve into practical solutions and challenges faced by businesses today.
A new podcast episode of QM-Impulse was published on Jan 14, 2025, with the original title:
Erschreckend oft taucht der Kunde auf
Overview:
This episode discusses the significance of customer satisfaction within the context of ISO 9001:2015, highlighting its prevalence in the standard and common oversights in addressing customer needs effectively.
Core content:
- The term “Kunde” appears 88 times in ISO 9001:2015, emphasizing the importance of customer requirements in quality management.
- Despite its significance, customer satisfaction is often overlooked or inadequately addressed in practices related to quality management.
- The episode features a discussion between experts Jan Jörgensmann and Stephan Joseph, focusing on challenges and realistic strategies for enhancing customer happiness.
Learnings:
- Listeners will gain insights into the critical connection between ISO standards and customer expectations.
- The discussion will provide actionable solutions to improve customer satisfaction processes within organizations.
- Participants can learn how to better analyze customer needs and implement quality processes that truly benefit them.
The original content was published in German.