The role of risk assessment in exceeding client's expectations: case NAFTAL DISTRICT Tiaret

Abstract

In a constantly evolving world, companies are forced to meet the client's expectations in terms of quality of product/service but such requirement seems not enough. ISO standards come in handy in these situations regarding quality service in the petroleum distribution industry. Indeed, with hazardous products, safety comes first. This study focuses on the risk assessment approach used in the ISO 9001:2015 quality standard; whether this risk-based method is any good for exceeding client's expectations and overall quality. In qualitative demarche, three technics (observation, case study and interviews) have been used to gather data on three interested parties: media / neighbors / internal clients, which are often neglected in the implementation of an ISO standard. The results reveal that the implementation of risk assessment can help organizations exceed client's expectations. Hence, a proactive approach incites organizations to be constantly evolving and aware of its surroundings.