I'm currently reading ISO 22000 (N69) in conjunction with ISO 9001:2000 and it is very interesting.
You can clearly see the technical committee has tried (very successfully IMO) to align ISO 22000 with ISO 9001:2000 where it is appropriate to do so, and in some cases the clauses are virtually identical. One example is in Control of Records (ISO 22000 (4.2.3) - ISO 9001 (4.2.4) with just one word difference.
In other areas whole clauses are omitted, the most significant of which is in relation to Customer satisfaction:
ISO 9001:2000:
8.2.1 Customer satisfaction
'As one of the measurements of the performance of the quality management system, the organization shall monitor information relating to customer perception as to whether the organization has met customer requirements. The methods for obtaining and using this information shall be determined.'
ISO 9004:2000 (8.1.2 (g)) goes further:
'Measurements of customer satisfaction should be considered as vital for evaluation of the organization's performance.'
For excellent guidance on satisfaction see ISO 9004:2000:
8.2.1.2 Measurement and monitoring of customer satisfaction
8.2.4 Measurement and monitoring the satisfaction of interested parties e.g. people in the organization, owners and investors, suppliers and partners and society.
In ISO 22000 there isn't a ‘customer satisfaction' clause. The only mention of ‘customer feedback' as far as I can see is in the following clause:
8.5.2 Food safety management system updating:
'…The food safety team shall at defined intervals evaluate and assess customer feedback including complaints related to food safety, audit reports, and results of verification activity analyses…'
In my opinion this implies a passive rather than active stance towards customer satisfaction and is not what one would expect from a preventative system such as ISO 22000.
Maybe I'm wrong, perhaps customer satisfaction is outside the scope of a food safety management system?
Is it even possible to measure customer satisfaction in terms of food safety?
Should we take it if a customer is not dead or injured or has not made a complaint they are satisfied?
Just a few points for discussion.
Regards,
Simon
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