Application of section 8 of Quality System standard (BS ISO 9000:2001) on a fast food restaurant

8. Measurement, Analysis & Improvement 8.2 Monitoring and Measurement 8.2.1 Customer Satisfaction This important section of standard requires that organisations consider how they monitor information relating to customer perception of how they meet their requirements. Every organisation can always be improved by reflecting the customer needs and requirements, therefore, they should collect information on the wants and the needs of customers to obtain their opinion, better understand their expectations, their thinking, their ideas and assess their satisfaction with …

…affect the quality of products and take steps to prevent them. Preventive actions shall include requirements for determining potential problems, evaluating the need for any required actions, and implementing the actions, reviewing their effectiveness. For example, to avoid the problem of a long queue at the tills, the manager should understand if problems comes from the kitchen or not, and then take the appropriate action (employ a new cook, new waiters or some part-time employees).