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Reply To: ISO 9001


Before you start implementing determine the following:
– Legal requirements
– Labour related legislation
– Industry ssector requirements

Step 2
Establish/define the follwing:
– Mission, vision, quality policy and values
– Code of ethics and conduct
– Organizational structure
– Roles, responsibilities and authorities
– Appoint a management representative
– Operational plans including procedures and work instructions for the call centre
– Risk assessment

Step 3 Establish procedures and controls for the following:
1. Document control
2. Data protection and record control
3. Human resources (Lots of issues need to be addressed such as recruitment and training)
4. Outsourcing and purchasing
5. Security
6. IT
7. Facilities
8. Customer related processes including contract review

Implement processes to measure:
1. Customer satisfaction
2. Processes – do you achieve targets
3. QMS by doing internal audits
4. Operators
5. Supplier performance

Analyze data collected and write reports.

Implement corrective action if problems were identified and sort out customer complaints

Conduct management reviews

Improve the organization

A certification body such as DNV can provide you with specifics