Customer Focus, the key player in business failure and success – ISO 9001:2015

Top Management shall demonstrate leadership and commitment with respect to customer focus by ensuring that:

a) customer and applicable statutory and regulatory requirements are determined, understood and consistently met;


b) the risks and opportunities that can effect conformity of products and services and the ability to enhance customer satisfaction are determined and addressed;


c) the focus on enhancing customer satisfaction is maintained.


one of the reasons businesses and organizations fails is due to the fact that customer requirements are often trivialized, their satisfaction are not prioritize, customers do not come to you because they love the name of your company or because your working environment is aesthetic, they have one thing in mind each time they come, and that is “what’s in it for them”? focus on your customer’s need, expectations and satisfaction and your success would know no bound. refuse to pay attention to this matter of customer focus and you’ll be out of business.


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