EN ISO 9001-2000 lead auditor


Just got myself recertified as an EN ISO 9001-2000 lead auditor. This quality management system (QMS) standard is an excellent internationally recognised benchmark to assess your organisation QMS. The standard has evolved from being focussed on compliance to specific activities, to a wider assess of QMS including continuous improvement.

Historically QMS has been linked to manufacturing but service delivery is an equally valid industry to assess. The majority of the course attendees came from a manufacturing background but both the public sector and financial service were represented. Although it was a tough week it was well worth it.

ISO9001-2000 is an excellent template with which to assess the effectiveness of your organisation or business and I
use it extensively in my reviews.

My course was provided by TMSinsight and I would strongly recommend you consider them when thinking about certification

Next up is to complete my PRINCE2 leadership certification and start work on the Customer contact management based on theCCA Global Standard.

Industry Update


The focus of improvements continues to be around the integration of web and voice via a robust knowledge tool to produce a smooth customer experience. As mentioned previously the phone is steadily declining as a means to advise and inform with the growth of the web but remains the key channel for problem solving.