Using ISO 9000 to improve customer service

During 1996 the facilities management department at the Sanofi Research Centre in Alnwick implemented an ISO 9000 quality system. The primary aim for implementing the system was to improve the services provided to the department's internal customers. Describes how the implementation was carried...

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Bibliographic Details
Published inTraining for quality Vol. 5; no. 3; pp. 126 - 129
Main Author Hall, Ian W
Format Journal Article
LanguageEnglish
Published Bradford MCB UP Ltd 01.09.1997
Emerald Group Publishing Limited
Subjects
Certification
Customer services
Document management
Documentation
Facilities management
Good Manufacturing Practice
Internal auditors
Internal customers
Organizational behavior
Pharmaceutical industry
Quality management
Quality standards
Total quality
United Kingdom > UK
Customer service
Internal markets
Service levels
ISO 9000
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Summary:During 1996 the facilities management department at the Sanofi Research Centre in Alnwick implemented an ISO 9000 quality system. The primary aim for implementing the system was to improve the services provided to the department's internal customers. Describes how the implementation was carried out, with particular reference to improving customer service, but also identifying some of the issues relating to implementing ISO 9000 within part of a larger organization. Focuses primarily on in-house service providers, but the information may be relevant to all service organizations.
Bibliography:ObjectType-Article-2
SourceType-Scholarly Journals-1
ObjectType-Feature-1
content type line 23
ISSN:0968-4875
1758-6895
DOI:10.1108/09684879710173398