Glossary / Lexicon

Deutsch: Empfänger / Español: Destinatario / Português: Destinatário / Français: Bénéficiaire / Italiano: Destinatario /

In the context of quality management, a recipient refers to an individual, group, or organization that receives the output or benefits from a quality management system (QMS) or process. This can include customers who receive products or services, employees who benefit from improved working conditions, or other stakeholders such as suppliers and partners who are involved in or affected by the quality management practices of an organization.

Description

Recipients play a crucial role in quality management as their feedback and satisfaction levels are often used as key indicators of the system's effectiveness. Quality management systems, such as those based on ISO 9001 standards, emphasize the importance of understanding and meeting recipient needs and expectations as a fundamental goal. This involves:

• Customer Focus: Recognizing that the primary recipients of products or services are the customers, whose needs and expectations must be met or exceeded.
• Stakeholder Engagement: Identifying and engaging other recipients or stakeholders who are affected by the quality management processes, ensuring their requirements are considered.

Application Areas

• Customer Satisfaction Measurement: Gathering and analyzing customer feedback to assess whether the quality of products or services meets or exceeds recipient expectations.
• Employee Feedback Programs: Implementing feedback mechanisms for employees, who are recipients of the quality management system's outcomes, to suggest improvements.
• Supplier Quality Management: Managing the quality of suppliers and partners, who are also recipients of information and policies from the organization's quality management system.

Well-Known Examples

• ISO 9001:2015: This version of the ISO 9001 standard places a strong emphasis on understanding the context of the organization, including the needs and expectations of "interested parties" or recipients.
• Customer Satisfaction Surveys: Tools used by organizations to directly measure how well the products or services delivered meet the recipients' expectations.

Similar Terms or Synonyms

• Customers
• Stakeholders
• End-users

Weblinks

• information-lexikon.de: 'Empfänger' in the information-lexikon.de (German)
• medizin-und-kosmetik.de: 'Empfänger' im Lexikon von medizin-und-kosmetik.de (German)
• finanzen-lexikon.de: 'Empfänger' in the finanzen-lexikon.de (German)
• psychology-lexicon.com: 'Recipient' in the psychology-lexicon.com

Summary

In quality management, recipients are those who receive the outcomes of a quality management system or process, including customers, employees, and other stakeholders. The focus on recipients underscores the importance of aligning quality objectives with the needs and expectations of those served by the organization. Effective quality management systems are designed to ensure that the requirements of all recipients are identified, understood, and met, thereby enhancing satisfaction and supporting continuous improvement.

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