Customer Focus

ISO 9001:2015 – Section 5.1.2

ISO 9001:2015 requires top management to ensure that customer requirements are understood, met, and continually enhanced to improve customer satisfaction.

Scope of Work

Our services for Clause 5.1.2 focus on embedding customer focus into leadership practices:

1. Customer Requirement Identification

  • • Gather and review customer requirements and expectations.

    • Map customer requirements to relevant QMS processes.

2. Leadership Engagement in Customer Satisfaction

  • • Document management actions addressing customer satisfaction goals.

    • Recommend improvements to processes based on customer feedback.

3. Monitoring and Reporting

  • • Establish customer satisfaction metrics and reporting methods.

    • Provide templates for tracking feedback, complaints, and corrective actions.

    • Support leadership in reviewing customer feedback and implementing improvements.

Deliverables

  • • Customer focus assessment report.

    • Action plan for leadership-driven customer satisfaction initiatives.

    • Templates for monitoring customer satisfaction and feedback.

    • Recommendations for continual improvement based on customer insights.

Pricing & Timeline

  • • Fee: $3,150.00/month per facility (6-month engagement)

    • Estimated Duration: 180 business days

    Completion timeline may vary based on client responsiveness and documentation turnaround.

Sample Milestone Plan

Phase Key Activities Core Deliverables
Month 1 – Planning Kick-off, scope definition, project charter ✓ Implementation Plan
✓ Scope Statement & Team Roles
Months 1–2 – Design FSMS drafting, PRP setup, document control systems ✓ SOPs, PRPs
✓ Controlled Document Framework
Months 2–3 – Execution Competency training, system rollout, records logging ✓ Training Logs
✓ First Cycle Recordkeeping Evidence
Months 3–6 – Validation Internal audits, reviews, performance monitoring ✓ Internal Audit Reports
✓ CAPA Logs
✓ Management Review
Month 6 – Readiness Final system check, CB coordination, mock audit ✓ Pre-Audit Summary
✓ Final CAPA Log
✓ Audit-Day Prep

Certification Audit Support

  • • On-site or remote audit-day presence

    • Real-time response to auditor inquiries

    • Post-audit support and non-conformance response drafting

Deliverables:

  • ✓ Audit Representation

    ✓ NC Response Support

    ✓ Audit Day Documentation

Project Closure

  • • Final FSMS documentation handover

    • Executive summary outlining system status and sustainability plan

    • Option to transition into maintenance & continuous improvement support

Deliverables:

  • ✓ Final Document Handover

    ✓ Close-Out Report

    ✓ Maintenance Plan Proposal

Service Packages & Pricing

Package Coverage Fee
Starter Customer focus checklist, basic feedback review Starts at $12/hour
Standard Customer feedback mapping, integration into QMS, action recommendations Starts at $12/hour
Premium Full leadership coaching on customer focus, KPI tracking, continual improvement plan Custom Quote

Optional Add-On Services

Service Coverage Fee
Customer Satisfaction Workshop Interactive session to review requirements and feedback processes Starts at $12/hour
KPI & Feedback Tracking Templates Pre-built templates for monitoring satisfaction metrics $12 per document

Your Compliance Journey Starts Here

  • Book a Free Customer Focus Alignment Session
"Leadership aligned with customer needs drives measurable improvement and satisfaction."

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