When starting with the implementation of any Management System (and most of them are of ISO 9001 – Quality Management) I like to set the tone by defining Quality – as for most people Quality is just a perception.

The definition I personally like and use is from Crosby –

“Conformance to Customer Requirements”

Requirements – the most important part is clarifying, defining and understanding exactly what these are.

Which model or make of laptop do you want – what are the minimum specs – What size of screen, how big a hard drive, how much RAM will you need, and finally – do we need to deliver or will you collect. Without knowing these kinds of specifics, you can never achieve Quality with a potential customer / client.

Conformance – once you know the specifics of what the customer / client wants – make sure that you conform and comply with their requirements.

Customer – Most people think only of the external customers – those who buy our products or services, but in terms of the “Process approach” the next department is your Internal Customer. If you don’t give them what they want and when they want it – they will struggle to achieve the overall objective. Individually you are all critical pieces of the puzzle.