Consensus such as that used in the assessment processes of the EFQM Excellence Model can often be seen as a difficult concept to grasp. Surely, an individual expert will come to a better conclusion than a group of generalists or individuals who have their own points of view? Actually, this is the point of consensus, it is usually an aggregate that achieves a better end result as it is looked at from a variety of perspectives. Take the website www.rottentomatoes.com which looks at films, it is an aggregate score of all the critics who have seen the film rather than just one critics point of view.

James Surowiecki, the New Yorker's financial columnist says that people are more likely to be right collectively than they are individually. He uses the example that many business school professors ask their students to guess how many jellybeans are in a  jar. Individually, their answers are wildly inaccurate, but an aggregate of all answers is nearly always within 3 per cent.

So consensus does work!!

 Customer Service Excellence (CSE)

We know we are repeating Customer Service Excellence but in the present economic climate we don't believe enough can be said about delighting your customers in every way you can. CSE is really an acknowledgement that you are able to do this.  To "Find out More" just follow the link. Our NEW 10 page quick introduction guides to this and many other tools are available on our website NOW!!!!

 

 

News from the retail sector over the Christmas period shows that companies like Sainsbury's and John Lewis who are performing much better than most put their success down to their special efforts on customer service.

 
How does your customer service measure up?

 

 
This exacting standard was introduced last March. You will need to show that you are excellent in these 5 areas -

 

Already more than 80 organisations are now certified as Customer Service Excellence holders, with a dozen recognised as Standard Bearers committed to share their good practice with others.

By following these links you can:

Download a quick reference guide to the Standard

Run a self assessment exercise to see how good you are at the moment.

Ley hill's experts can help you through of every stage of getting certified for the Standard, so why not give us a call or email us to find out how we can help you?

 

Also our new 10 page quick guide to CSE is available on our website now.

 

 
The long awaited revision to ISO9001:2000 has now been released as ISO9001:2008.

 

As expected the changes are very small and mainly in the area of clarification or consistency with other standards such as ISO14001.

 

The main point recognised by the joint ISO / IAF communique is that there are NO NEW requirements at all.

 

Some of the clarifications include the areas of:

Organisations with existing certification need to ensure they are re-certified to the 2008 standard before November 2010. All new Certifications after November 2009 will be to the new standard and in practice this will be the case from January 2009 onwards.

 

So what do you have to do?

 

If you would like any further information on ISO9001:2008 please go to our website by clicking on the link above.

 

If we can assist you in the period when you are upgrading your management system to the new standard please contact us and we will be pleased to help.

ley hill solutions aims to be one of Europe's most innovative consultancy organisations specialising in the tools and methods to improve the way your business works and performs. We use internationally recognised standards and frameworks such as ISO9001 and the EFQM Excellence Model to develop solutions that are right for your business.

 

Please contact us at ley hill solutions if we can be of any assistance.

 

 
Graham Hull
ley hill solutions limited