Healthcare Customer Satisfaction: More Talk AND More Action Customer satisfaction (Voice of the customer) is a recurrent th...
Wednesday, March 28, 2012
A Happy and Successful re-Certification
Congratulations to us. Our proficiency testing program as been internationally assessed and again our quality management program was recertified as in compliance with ISO 9001:2008. This makes for 11 consecutive years. For 10 of these 11 assessments (including this year) we were found to have no non-conformances. There were two minor opportunities for improvement, both of which we were able to address on the spot. We are pretty pleased with our accomplishment. And when we last checked with our laboratory customers. As mentioned previously near 90 percent of survey responders said that our meeting the standard demonstrated a commitment to quality and increased our credibility. So that makes a win-win for us and our customers.
In conversation, some suggest that the problem with our standard is that while it makes comment on our paperwork, it doesn’t prove that we are actually competent. They say that a 9001 assessment does not speak to competency assessment. They say that only an accreditation body can do make that judgement, to which I say “horse feathers!”. Actually I usually say a lot more than that, but for purposes of keeping this web journal at an appropriate level of professionalism and decorum, I will leave it as “horse feathers”.
We as comfortable with our recognition as are our customers.
Its kind of like having a choice between a surgeon who done a procedure a hundred times, one that read about it.