Customer satisfaction to the fore for Ransomes Jacobsen

CUSTOMER SATISFACTION TO THE FORE AS RANSOMES JACOBSEN ACHIEVES ISO9001:2000




Updating the previous standard ISO9001:1994, the main improvement to the revised standard is that it is more customer focused and the processes involved constantly require that customers are asked what they want from the organisation.

Dmytro Klipalo, ISO Co-ordinator at Ransomes Jacobsen said, "The revisions to the new standard make it more compatible with ISO14001, the international environmental standard, which we achieved last year. With regard to implementing the new standard, we already had ISO9001: 1994 processes in place and simply needed to redirect and refine some of the company's internal procedures to meet the compliance standards.

"ISO9001:2000 demands that a continuous improvement process is in place and has also increased the emphasis on the commitment of senior management to the development and improvement of the quality management system. However, the main change is the requirement for organisations to monitor information on customer satisfaction as a measure of overall performance."

Managing Director Steve Chicken, pictured above, added, "With ISO901:2000 we are clearly demonstrating that we are an organisation committed to customer satisfaction. Not just paying lip service to the phrase, but incorporating modern systems, processes and practices that are measurable against internationally agreed objectives. It is a credit to the team here at Ipswich that we achieved yet another significant international standard."

Ransomes Jacobsen is a Textron company manufacturing a full range of turf maintenance equipment and vehicles for golf, turf, professional lawn care, municipal and industrial applications. Textron Inc. (NYSE: TXT) is an $11 billion multi-industry company with 49,000 employees in 40 countries. More information is available at www.ransomesjacobsen.com and www.textron.com.


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