Nigel Howard Croft the Voest-Alpine Group of companies. Nigel’s interest in Quality Management began during this time, when he coordinated the adaptation of Eletrometal’s quality management system to meet the requirements of the ISO 9002 standard (now superseded), in 1992. Nigel Croft currently sits on the Board of a number of organizations around the world, and in 2011 he was appointed Visiting Professor at the Business School of UUM (University of Northern Malaysia) As a member of the Brazilian delegation to ISO/TC176, the ISO Technical Committee responsible for Quality Management and the ISO 9000 family of standards, Nigel Croft was responsible for coordinating
Quality management marketing and customer service. The International Standard for Quality management (ISO 9001:2015) adopts a number of management principles, that can be used by top management to guide their organizations towards improved performance. The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations. Rationale Sustained success is achieved when an organization attracts and retains the confidence of customers and other interested parties on whom it depends. Every aspect of customer interaction provides an opportunity to create more value for the customer. Understanding current and future needs of customers and other interested parties contributes