The frequent viewers of my You Tube Site and readers of this blog have heard me whine about bad service. This is particularly true in cases of air travel and hotel incompetence. In this particular case, I saw an example of good service. So good, in fact, that it deserves the ISO-HELP.com Seal of Approval, […]
I am in 50 businesses a year, and the most common and serious problem I see is lack of an effective corrective action program. Your corrective actions aren’t working for a reason. The corrective action program is the most important thing in ISO. Without it, you don’t change anything. Nothing improves.
We need to talk about this. One of the reasons people go through all of the ISO registration stuff in the first place is to lower the consumer’s risk. When a consumer buys a article or does a service, he or she benefits from some assurance from a third party that it is all legal […]
Invariably the companies that do the best job at ISO9001 are the ones with the strongest internal audit program. Here are four examples.
My recent AirBNB experience was illustrative of the fact that even the so-called Unicorn Startup is not immune to any of the long list of things that can make customers crazy. I hardly know where to start. Here is a recap of the story, and some further lessons on customer expectations and the AirBNB business […]
This is an actual exchange between me and Airbnb that occurred over the last week. I appreciate them giving me blog material, not that there is any shortage of this kind of incident.
Understanding and following audit trails in ISO9001 is an essential skill of auditing, and also, an important skill for being an auditee. By understanding audit trails, you will write better procedures, be a better internal auditor, and be able to put yourself into the shoes of the auditor.
This is how to investigate”equipment malfunction”, which is the catch-all excuse that is often used when there is some sort of otherwise unexplained incident.
For whatever reason, known only to the people that decide these things, I’ve been assigned to about 40 first-time ISO registration projects. The question comes up: How many of these people “succeed”. This of course depends entirely on one’s definition of “success”. I am actually working on an ISO deployment presentation that I may post […]
I appeared in a Podcast the other day, regarding this “career retooling” that I describe in detail in my “about” page. The Podcast “Grow Your Voice/Overcome Your Fears” is on Voice America, and was kinda fun. The host, Sandra Hill, is retooling as a motivational speaker and life coach. You can listen by clicking here. […]
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