ISO 9001:2015
Customer Satisfaction: 14 Principles of ISO 10004:2018
Recently, during my studies, I read a specific standard for customer satisfaction guidelines: ISO 10004:2018 - Quality management - Customer satisfaction - Guidelines for monitoring and measurement (it is important to note that the "guidelines" standard does not have mandatory requirements, but rather guidelines). While customer satisfaction is detailed...
8S for corporate writing
Writing a document, report, email or training is a common and routine day-to-day activity for any Quality professional, but is there a science behind it? How can you write well with your team and leadership? This newsletter is a summary of an article by...
Systems Thinking in a Quality Management System
This newsletter will be about the importance of seeing the system as a real system, having systemic thinking, "a set of elements, concrete or abstract, intellectually organized." If I asked you, "How do you relate risk management to non-conformities? or procedures to performance indicators?" what would your answer be? To...
Performance Indicator Analysis: DELTA model and 5 stages
Performance indicator analysis plays a fundamental role in business. While preparing the syllabus for the last event I conducted on Performance Indicators, I came across an article from Harvard Business School called "3 examples of business analysis in action" and I'd like to share it with...
Quality tools: 6 reasons why the 5 whys don't work
The subject of this newsletter arose from a chat with a professional who sent me a message with doubts about Quality tools: "Patricia, do you have any specific material for 5 Whys? I know the theory, but mine doesn't work. I can't find the root cause". After a few...