Quality rating feedback is also received from customers.Ħ.2.3 Level of customer satisfaction can be judged through the feedback/rating obtained, also reviewing customer’s perception captured during the visit by/to customers.Ħ.2.4 Get commitment from concerned divisions to implement necessary action and monitor the effectiveness of each action done.Ħ.2.5 Decisions and actions must be agreed upon by all parties concerned.Ħ.2.6 Determine if performance targets were achieved. 6.2 Customer Feedback/ Rating :Ħ.2.1 List all areas rated below satisfaction and set meeting with different Divisions to identify the cause of the problem and prepare action plans and agree on the implementation date of corrective actionsĦ.2.2 Customer response obtained from customers is reviewed to find out opportunities for improvements. The sales Manager gives input in the analysis.Ħ.1.6 Sales Manager prepares a summary report of the Customer Survey and presents it in the Management Review Meeting. Collect all accomplished survey forms after two weeksĦ.1.5 Analyzes data by customer, by category, and by rating. Year-XX or 06-01, 06-02, etc.)Ħ.1.4 Monitor timeliness of response and response rate. DETAILS OF PROCEDURE 6.1 GeneralĦ.1.1 Determine, list customers for submission of the survey based on revenue contribution.Ħ.1.2 Attach covering letter along with the forms for distribution every 6 months (for discussion with Mgt)Encourage customers to return a response.Ħ.1.3 Each Customer Survey is assigned a unique number (i.e. Sales Manager is responsible for monitoring & measurement of Customer satisfaction. Customer Satisfaction – customer’s perception of the degree to which the customer’s requirements have been fulfilled.Ĭ. REFERENCE DOCUMENTSģ.3 Procedure for Correction and Corrective Action.ģ.4 Procedure for Control of Documented Informationģ.5 Procedure for Handling of Customer Complaints.ģ.6 Procedure for Review of Customer RequirementĪ. To measure customer satisfaction in relation to the company’s quality services by conducting the Customer Satisfaction Survey at planned intervals and ensure continual customer delight. This procedure covers activities from the planning stage of the survey up to the presentation of survey results to Top Management and monitoring performance. ISO 9001 MANAGEMENT REVIEW MEETING PRESENTATION SAMPLE ISOISO, Environment Management System, Methodology of EMS, Benefits of ISO 14001, Structure of ISO, Mapping of to.
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