Oxebridge founder and VP Operations Christopher Paris is launching a series of seminars targeted at Certification Bodies, in order to help them improve and maintain their customer base during an era of dwindling interest in QMS certification.
Ignore Those Surveys: Top Five Things Your Certification Clients Never Tell You is a one-hour discussion that reveals the truth behind the disparity between what clients write on satisfaction surveys, and the evidence that shows clients are overwhelming unhappy with ISO 9001 and the certification process.
“Registrar reps really think their customers are happy,” says Mr. Paris. “But they have to bounce this against huge drops in certifications, registrar closures and auditor layoffs, and they can’t reconcile this.”
Using over 25 years’ experience as a professional auditee, both as a user of ISO 9001 certification services and as a consultant representing audit clients, Mr. Paris reveals that clients mislead CB’s into believing they are happy out of fear of reprisal. “They really think if they tell registrars the truth, they will lose their certification.” This, Mr. Paris says, leads to a false sense of security within the CB, and reduces customer satisfaction further by reinforcing problem behavior by auditors and bad practices by the CBs. “They don’t get honest feedback, so the registrars can’t know better.”
In response, Mr. Paris not only discusses what clients are thinking — using real world examples — but also how CB’s can use “passive satisfaction data gathering” to divine the true perception of clients whether or not they ever complete a survey or file a complaint. This information can be invaluable to Certification Bodies looking to discover not only how to keep their existing clients, but gain new ones.
Other CB-related seminars include Six Sense Auditing: How to Conduct Perfect Third Party Audits Using All Six Senses and Why “Value Added” Auditing is Toxic to You – and Your Clients.
For more information on these seminars, click here.
Christopher Paris is the founder and VP Operations of Oxebridge. He has over 35 years’ experience implementing ISO 9001 and AS9100 systems, and helps establish certification and accreditation bodies with the ISO 17000 series. He is a vocal advocate for the development and use of standards from the point of view of actual users. He is the writer and artist of THE AUDITOR comic strip, and is currently writing the DR. CUBA pulp novel series. Visit www.drcuba.world
