Zero risk does not exist!
Why? We take risks every day: whether we are in traffic or we are refueling… The same logic applies to business processes. We know from psychological research that an average person misses about 3 times out of 1000 when he has to ‘’read and copy’ a process variable (e.g. temperature, pressure, level…). Let’s take this …
The importance of relationship management in the B2B-sector
In the B2B-sector (but in the B2C-sector as well) we have noticed that more and more companies paid extra attention to relationship management in recent years. But what is relationship management? Relationship management is the building, deepening and strengthening of long-term and value-creating relationships with your customers. Why is relationship management so important for your …
Environment analysis as input for context and stakeholder analysis or a SWOT
Do you associate a PEST/PESTEL Analysis with hours of administrative work? Why would you even bother analyzing Political, Economic, Social, Technological, Ecological and Legal factors? What is the so-called PEST/PESTEL Analysis? And how do you determine the scope of the analysis? A strategic framework for your organization A well balanced process of strategy development consists …
How can we collect and incorporate customer insights into our services?
One of the most famous quotes with respect to customer involvement is undoubtedly from Henry Ford: “If I had asked people what they wanted, they would have said faster horses”. Opponents of customer involvement are still using these words as proof that disruptive innovation is done without customer input. Unfortunately, real visionaries and innovators like Henry …
What are your ideas about the meaning of context in ISO 9001:2015?
According to the new ISO high-level structure for management systems standards (ISO 9001:2015), there is much more focus on context, leadership, measurement, analysis and evaluation. A key element of ISO 9001:2015 is chapter 4 “context of the organization”. This chapter contains four paragraphs: Understanding the organization and its context Understanding the needs and expectations of …
What is ISO?
Everyone knows ISO. Sometimes it has a time consuming and administrative connotation: set out procedures, plan management reviews, document customer complaints and supplier ratings, … Some organizations are still arranging things (retroactively) the week before an external audit. But what are the benefits of an ISO certificate? Who creates these standards? Why do they exist …