If this document is printed or copied, it is an uncontrolled document

Quality Manual	5 – Leadership
Section 5.1.2	Section Revision: A	Revision Date: 3/30/2017
5.1.2 – Customer Focus
Approved By: Dave Zirkelbach		Date: 3/30/2017

GENERAL POLICY

The principal objective of the quality management system is to focus our organization on the customer, and in particular, on customer satisfaction. The key to achieving high customer satisfaction is a good understanding of customer requirements and a capability to consistently fulfill these requirements.

PROCEDURAL POLICIES

1. Determining customer requirements

1.1 Customer requirements are understood broadly to include all aspects of product requirements and associated services, that are relevant to customer satisfaction. When appropriate, this may also include customer needs and expectations. Specialized ongoing Customer requirements and attributes are also understood and documented.

1.2 Customer order requirements are determined and verified through the process of order review. This process is defined in this manual in Section 7.2, Customer-related Processes, and in operational procedures QOP-72-01 Order Processing.

2. Meeting customer requirements

2.1 Nearly all processes and elements of the quality system are designed and implemented specifically to ensure that customer requirements are met. This starts with provision of required training, and adequate infrastructure and suitable work environment (Section 6, Resource Management). Next follows planning and implementation of reliable and effective product realization processes (Section 7, Product Realization). And finally, activities related to product and process monitoring and verification (Section 8, Measurement, Analysis and Improvement).

2.2 Meeting of customer requirements is monitored and/or verified by variety of methods defined in Section 8.2, Monitoring and Measurement, and in associated operational procedures. Results of these verification activities are recorded to provide evidence of product conformity, as defined in Section 4.2, Documentation and Records.

3. Customer satisfaction

3.1 Focusing on customer requirements and on meeting these requirements should result in enhancing customer satisfaction. In fact, the level of customer satisfaction is used as a measure of the effectiveness of the whole quality system.

3.2 Specific methods for determining customer satisfaction are defined in quality manual Section 8.2 and in the associated operational procedure QOP-82-01, Customer Satisfaction. This valuable information is reported and used as described in Section 5.6, Management Review.

ASSOCIATED DOCUMENTS

QOP-72-01 Operational Procedure: Order Processing

QOP-72-02 Operational Procedure: Customer Feedback and Complaints

QOP-82-01 Operational Procedure: Customer Satisfaction

QOP-56-01 Operational Procedure: Management Review