Savvy organizations embrace customer feedback—even complaints. They understand that customer complaints are essential indicators of expectations and perceptions of quality. ISO 9001:2015 Quality Management Systems, in clause 9 – Performance Evaluation, requires complaint handling mechanisms.
Richard Chambers, President and CEO of the global Institute of Internal Auditors, is a friend whose leadership at the IIA and of internal audit practices I value and respect. Recently, he wrote a blog, One Mistake Internal Audit Cannot Afford to Make in 2020.