ISO 9000 and ISO 9001:2000 Survey Solution

As an international network of industrial standards, International Organization for Standardization (ISO), established ISO 9000 as a reference for quality requirements regarding business-to-business dealings.

The ISO 9000 standard was later complemented by the ISO 9001:2000 standard that positioned the customer as the focal point of a process-based quality management system (QMS). The following abstract is taken from Section 2.1 of ISO 9001:2000 and outlines the philosophy of the revised Standard:

Customers require products with characteristics that satisfy their needs and expectations. These needs and expectations are expressed in the product specifications and collectively referred to as customer requirements. Customer requirements may be specified contractually by the customer or may be determined by the organization itself. In either case, the customer ultimately determines the acceptability of the product. Because needs and expectations are changing, and because of competitive pressures and technical advances, organizations are driven to continually improve their products and processes.

The quality management system approach encourages organizations to analyze customer requirements, define the processes that contribute to the achievement of a product which is acceptable to the customer, and keep these processes under control. A quality management system can provide the framework for continual improvement to increase the profitability of enhancing customer satisfaction and the organization of other interested parties. It provides confidence to the organization and its customer that it is able to provide products that consistently fulfill requirements.

The ISO 9001:2000 standard defines clear requirements for organizations adhering to the standard in terms of proactive and continual customer requirement identification and customer satisfaction measurement, as key components in a quality management system.

ISO 9001:2000 Customer Requirement and Customer Satisfaction Measurement
Confirmit survey and reporting software solutions can be implemented to continually gather customer requirements and measure customer satisfaction as an integral part of the quality management system. The solution’s integrated reporting software, Confirmit Reportal, can also be implemented to allow all relevant stakeholders across the organization a common platform for report viewing and analysis.


Continual Improvement of an organization’s Quality Management System. Model reproduced and adopted from the ISO Standard.