On World Quality Day (12th November), Bureau Veritas is encouraging construction businesses to consider the importance of quality management amid recent research detailing how the coronavirus pandemic is rewiring customer demands.
Pegged as a great opportunity to celebrate individuals, teams and organisations that are deeply invested in creating and improving customer value, World Quality Day highlights how quality can help to create customer-focused organisations.
Importantly, this year’s event falls at a time when customer expectations are changing beyond recognition due to the coronavirus pandemic. According to a recent McKinsey report, accelerating digitalisation, home delivery and increased community engagement are now core parts of the customer experience1.
With this in mind leading certification body, Bureau Veritas, is calling on construction firms to review their quality management processes to ensure they can meet these evolving customer demands, stating that adherence with ISO 9001:2015 is key.
Karolina Lachi Kolarova, Business Unit Director for Certification and Government Services & International Trade (GSIT), comments: “As we celebrate World Quality Day, it’s important to note that the coronavirus pandemic is changing customer expectations like no other period in recent history. Whether it’s online purchasing, paperless management systems or prioritising health and safety measures, customer demands have shifted dramatically and will continue to do so in the coming months.
“As such, businesses need to respond accordingly and a vital part of that is quality management. For those businesses that have not already done so, being certified against ISO 9001:2015 is great way to demonstrate customer value and improve the customer experience.”
According to Bureau Veritas, not only will the ISO 9001:2015 quality management system help businesses to streamline their processes and improve operational efficiency, it will also improve the reliability of business operations at a time when these are increasingly disrupted by the pandemic.
Karolina adds: “Effective quality management relies on a holistic approach, one which includes managing an organisation’s quality processes effectively and looking at ways to improve customer satisfaction.
“As always, if in doubt, we’d recommend they call on an expert consultancy, such as the team at Bureau Veritas, which can provide a robust assessment and relevant recommendations to ensure absolute best class in quality management certification.”