ISO 9001 Sales Managers have a direct impact on the economy of company. If they do not do their job well orders won’t pour in. They stand in a very powerful position. But as Thomas Jefferson said and I quote “With great power comes great responsibility”.
They just do not represent the customer but also the company and its capabilities. Their role as a Quality agent is 360?. Sales being the one which interfaces with the customer, for a customer they are the face of company, it is extremely important that Sales embrace Quality initiative in ISO 9001. Customer sees value in not just the product or service but in way it is delivered. Rarely is something out there which once sold (Product/Service) keep functioning like new.
Sales are not just part of review team for their specific client but also the harbingers which propel the order being processed properly and follow all premises of ISO 9001 Quality as relates to it. They should correctly and accurately make necessary information relayed following quality process of generating a PDR or any other way of initiating the process of delivering to request. If there are any specific requirements of a customer like specific notification method, frequency of updates, delivery system, etc depending on product or service, sales personnel know it. It is imminent that all this information is relayed at the review meetings before service is provided. Any changes are relayed to specific team, approval met, probability to accommodate the change in current order considered and all records of changes kept paper and media both.
For many companies ISO 9001 is just a requirement and certification is a paper to hang on wall and to become preferred vendor or approved supplier. But if management and every individual who are in decision making position are committed to inculcating quality in their service arena your employees will follow. Employees most of time depict Management behavior. If Sales and Management become Ambassadors of Quality rather than just endorsing it, every aspect and process of the system will benefit from Certification or Compliance Process. If you are going for the ride why not enjoy it and benefit from it.