At the end of the day, there’s really only one metric that determines how happy a client will be with your product or service—quality. However, the concept of quality has to be fully understood throughout a company, from the CEO down to the sales associates. Thankfully, ISO certification 9001 allows any organization—whether they be schools, car manufacturers and even call centers—to have the same definition of quality so the actions of all members are geared towards achieving it.
ISO 9001 is an international quality guideline that encourages companies to create and implement a quality management system (QMS)—a best practice handbook that governs everything from securing a supplier, to manufacturing a product, to fielding complaints from unhappy customers. This standard also requires organizations to devise ways of measuring customer satisfaction to ensure that they are delivering exactly what their clients need.