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Keshav Ram Singhal

Various information, quotes, data, figures used in this blog are the result of collection from various sources, such as newspapers, books, magazines, websites, authors, speakers etc. Unfortunately, sources are not always noted. The editor of this blog thanks all such sources.

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Monday, December 12, 2011


What is the difference between customer satisfaction and customer delight?

KRS answers: Satisfaction is the contentment one feels when one has fulfilled a desire, need, or expectation. Delight is, to take great pleasure or joy. These simple words (satisfaction and delight) have a slightly different meaning, but all have a significant impact on the attitudes and behaviors of customers.

If organization can move customers from being simply satisfied to delighted, the business benefits are enormous. Organizations, which have delighted customers, have created customer loyalty.

It should be the objective of an organization to focus on taking satisfied customers to a state of delight. Satisfaction is based on fulfilling the expected while delight occurs from the unexpected. Delighting customers is a win for the customers, provides a competitive advantage and results in increased sales and profit for the organization. Delight is going beyond the customers’ expectations.

There is a significant difference between satisfied and delighted customers. Delighted customers will be more loyal and a business can create customers for life.

What is the retention period of quality manual?

KRS answers: No requirement with regard to the retention period of the quality manual is mentioned in ISO 9001:2008 QMS Standard. It is for the organization to decide the retention period of the quality manual. It is required that organization, implementing ISO 9001:2008 QMS, must maintain quality manual.

Is certification a requirement for ISO 9001:2008 QMS?

KRS answers: Please note that certification is not a requirement of ISO 9001:2008 QMS Standard and many organizations are implementing ISO 9001:2008 QMS Standard without obtaining its certification.

Who should be asked to prepare work instructions?

KRS answers: Owner of the work (who carries out the work) should be asked to prepare work instructions. Generally it is seen in organizations that people who carries out the work (owners of the work) are not good in communication skills, so the organization should decide the responsible appropriate person, who is good in communication skills, to prepare work instructions with inputs and help from the owner of the work. The appropriate person may be from engineering, QA or any other department. The focus should be 'how to prepare better work instructions in the organization'.

Please submit your question(s) on ISO 9001:2008 QMS by email to krsinghal@rediffmail.com or keshavsinghalajmer@gmail.com and if your question(s) is/are of general interest, we shall try to answer in this blog through forthcoming post.

With best wishes,