Policy for Improving Customer Satisfaction
- mcphersonqualityma
- Apr 23, 2024
- 3 min read
Updated: Apr 27, 2024
I’m excited to share insights from my recently published book, “Synergy Unleashed: Mastering Integrated Systems (IMSs) for Success”! In this ground breaking work. I delve into the intricacies of enhancing stakeholder satisfaction within organizations. Today, I’m thrilled to present a snippet from the book: the ‘Policy for Continually Improving the Level of Satisfaction of the Members of Staff in the Laboratory’. (See the end of this post.)
In today’s dynamic business landscape, prioritizing stakeholder satisfaction is paramount. Whether it’s customers, employees, or partners, their satisfaction directly impacts organizational success. In the laboratory setting, where precision and innovation converge, fostering a culture of satisfaction among staff members is not just desirable but essential.
The ‘Policy for Continually Improving the Level of Satisfaction of the Members of Staff in the Laboratory’ is more than a mere document; it’s a roadmap for cultivating a work environment where every team member thrives. From acknowledging their contributions to providing avenues for professional growth, this policy underscores the commitment to nurturing a motivated and engaged workforce.
But the journey towards elevated stakeholder satisfaction doesn’t end with policy formulation. It is a continuous process of improvement. Through diligent implementation, regular feedback mechanisms and a culture of open communication, management should aspire to not only meet but exceed the expectation of valued staff members.
I invite fellow leaders and professionals to join the conversation on elevating stakeholder satisfaction. Let’s unlock the full potential of our organizations by prioritizing the well-being and fulfillment of those who drive out success. Together, let’s unleash synergy and pave the path to greatness!
Document number:
IMS-POL-013
Document name:
Policy for Continually Improving the Level of Satisfaction of the Members of Staff in the Laboratory (Clauses 6.1 to 6.2.6 ISO/IEC 17025:2017)
Prepared by: Nicola Sealy, HR Officer
Reviewed by: Valda Dunross, Head, Laboratory Services
Approved by: Khadine Washington
Date of approval: Sept. 15, 2023
Revision level: 0
Policy Owner | General Manager |
Policy Contact | Human Resources Officer |
Policy Statement:
The IMS Laboratory Services recognises that its most valuable resource is its human resource. This policy shall be observed by all supervisors as soon as the honor of supervision has been conferred. Abuse of any kind shall not be tolerated. The Human Resources Officer (HRO) will be responsible for implementing this policy.
Purpose
The mission of the laboratory is to fulfil the needs of external stakeholders on their laboratory testing needs. In order to accomplish this, the needs of the internal stakeholders must first be satisfied. This policy shall seek to make heightened satisfactions a reality.
Policy Stakeholders
All employees but especially supervisors in the laboratory shall follow this policy.
Contacts
Issue
| Name of Office | Telephone Contact
| E-mail address |
Approval of training | General Manager | 917-310-0255 ext 123 | |
Policy Explanation and Understanding | Human Resources Officer | 917-310-0255 ext 247 |
Definitions
TERM | DEFINITION |
Satisfaction | A state in which an individual fulfils his or her desires, needs or expectations. |
Exclusions and/or Special Situations
Supervisors who are not employees of the laboratory are excluded from this policy.
Procedure
Internal Training – the Human Resources Officer shall document the skills required for each job that affects the results of the laboratory including requirements for qualifications, education, training, technical knowledge, experience and skills (clause 6.2.2, ISO/IEC 17025:2017). Cross-training shall be championed by the Quality Manager to ensure that members of staff stay familiar with the laboratory’s management system (clause 6.2.1, ISO/IEC 17025:2017).
Career Development – the laboratory shall pledge to assist members of staff with tuition costs after one year of continuous service. This assistance is for programs related to job functions within the laboratory. Certificates received after completion of training shall be lodged with the Human Resources Officer. The Head, Laboratory Services constantly performs checks to make sure that Laboratory Technicians can perform activities for which they are responsible and can assess major nonconformities (clause 6.2.3, ISO/IEC 17025:2017).
The Head, Laboratory Services shall authorize laboratory technicians to perform certain duties based on qualification as well as experience to:
i. create, change, confirm and authorize methods;
ii. evaluate results, as well as create declarations of conformity or judgment and explanations; and
iii. report, assess and approve results.
Employee Recognition – the employee who best displays the demonstration of the IMS Organization’s core values shall be appropriately rewarded at the organization’s Christmas dinner.
Rules
a. No member of the laboratory staff shall be allowed to intimidate another or exert any undue pressure.
Responsibilities
Responsible Staff Member
| List of Responsibilities |
Quality Manager | Facilitate cross-training activities (clause 6.2.3, ISO/IEC 17025:2017). Ensure procedures are documented and available (clause 6.2.5, ISO/IEC 17025:2017). Ensure that records are kept (clause 6.2.5, ISO/IEC 17025:2017). |
Head, Laboratory Services | Determine whether technicians can perform the tasks that they are responsible for (clause 6.2.3, ISO/IEC 17025:2017). Determine whether technicians can assess major nonconformities (clause 6.2.3, ISO/IEC 17025:2017). Give authority to technicians to perform certain duties based on qualifications and experience (clause 6.2.6, ISO/IEC 17025:2017). Assist with orientation sessions (clause 6.2.3, ISO/IEC 17025:2017). |
Supervisors | Address complaints from subordinates (clause 6.2.1, ISO/IEC 17025:2017). |
Documented Information
Policies |
Recruiting Staff - IMS-POL-008 (clause 6.1, ISO/IEC 17025:2017) Training Laboratory Staff - IMS-POL-018 (clause 6.2.3, ISO/IEC 17025:2017)
|
Procedures |
Conducting Orientation Sessions - IMS-PRO-013 Determining and Monitoring the Competence of Staff - IMS-PRO-015 (clause 6.2.5, ISO/IEC 17025:2017) |
Forms |
Application for Employment Form - IMS-REC-008 (clause 6.2.2, ISO/IEC 17025:2017) Performance Appraisal Record - IMS-REC-013 (clause 6.2.3, ISO/IEC 17025:2017)
|
Change Log (clause 8.3.2c, ISO/IEC 17025:2017)
Date | Revision Level | Change | Reason |
09-15-2023 | 0 | - | First edition |
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If you would like to secure your own copy of “Synergy Unleashed: Mastering Integrated Systems (IMSs) for Success”, feel free to visit Keith Mohammed Books and School Supplies Limited in San Juan
OR Amazon.com
OR visit KRMcPherson Quality Management’s (KQM’s) website:
You will not be disappointed.
Kereen R. McPherson
CEO/Founder
KRMcPherson Quality Management (KQM)
1-868-761-8206
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