is a quality management standard that provides guidelines for monitoring and measuring customer satisfaction. This standard is designed to help organizations identify and understand their customers’ needs and expectations, measure their level of satisfaction, and implement improvements based on feedback received.
to be certified to ISO 10004:2018, Khalifa university achieved several main pillars, including:
Customer focus: This involves a commitment to understanding and meeting customer needs and expectations, and ensuring that all employees are aligned around this goal.
Leadership: Effective leadership is crucial for creating a culture of customer satisfaction and ensuring that everyone in the organization is committed to delivering high-quality products and services.
Engagement of people: This involves ensuring that all employees are engaged in the customer satisfaction process, from frontline staff to top-level executives.
Process approach: This involves adopting a systematic approach to customer satisfaction, including setting objectives, measuring performance, and continuously improving processes.
Improvement: This involves continuously monitoring and measuring customer satisfaction, identifying areas for improvement, and implementing changes to improve customer satisfaction.
By achieving these main pillars, Khalifa University demonstrate its commitment to providing high-quality products and services and to continuously improving its customer satisfaction.