I have been dealing with an ISO 9001 Certified company because I bought one of their products. It prompted me to think about what these 2 requirements of ISO 9001 actually look like (at least, to a customer). Firstly, the packaging hardly made it through the first third of the total journey and required repacking. The product arrived and an inner box had a huge hole in it which made me wonder what might have escaped. A packing slip was included and listed 4 items (which were ambiguously checked off) and I received 2 items, one of which wasn't ON the packing slip! Should I have received the others? The website photograph showed a picture of the product with more items than I received. Did they get lost in the damaged packaging incident? The carrier "lost" the package and were unable to track it. I finally - after many calls - managed to track it to the main carrier's facility - a 30 miles drive away, I asked the supplier "Where's the instructions?" "Is there a fitting kit"? The packing slip doesn't tell me anything and is, apparently, inaccurate. I was told "ship it back to us if you have a problem", which would have cost $200 and despite me telling them the product is fine, I just don't know what I got is a) complete and b) how to assemble it. Finally, a marketing department representative had the sense to listen to me request and sent some photographs and basic instructions, My question is: Despite having an ISO 9001 Certificate (from a renowned British Certification Body), does this supplier a) have a clue about customer focus and b) understand the needs and expectations of interested parties?