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Using ISO 9000 to improve customer service

Ian W. Hall (Director of Facilities Management, Sanofi Winthrop Ltd, Alnwick, UK)

Training for Quality

ISSN: 0968-4875

Article publication date: 1 September 1997



During 1996 the facilities management department at the Sanofi Research Centre in Alnwick implemented an ISO 9000 quality system. The primary aim for implementing the system was to improve the services provided to the department’s internal customers. Describes how the implementation was carried out, with particular reference to improving customer service, but also identifying some of the issues relating to implementing ISO 9000 within part of a larger organization. Focuses primarily on in‐house service providers, but the information may be relevant to all service organizations.



Hall, I.W. (1997), "Using ISO 9000 to improve customer service", Training for Quality, Vol. 5 No. 3, pp. 126-129.




Copyright © 1997, MCB UP Limited

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