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Quality Manual	9 – Performance evaluation
Section 9.1.2	Section Revision: A	Revision Date: 3/30/2017
9.1.2 – Customer satisfaction
Approved By: Dave Zirkelbach		Date: 3./30/2017

GENERAL POLICY

Customer satisfaction is the principal objective of the quality system, and the level of customer satisfaction is the most important measure of the effectiveness of the system. Customer satisfaction is measured by collecting and analyzing direct customer feedback, and by measuring secondary indicators of customer satisfaction. Customer satisfaction data is used by the top management to identify opportunities and priorities for improvement.

All activities and areas relevant to the quality system are audited at least once a year. Audits are scheduled on the basis of the status and importance of the activity. Internal auditors are independent of those having direct responsibility for the audited activity. Identified nonconforming conditions are brought to the attention of the responsible managers and corrective actions are implemented in response to audit findings.

Quality system processes are monitored to ensure that they achieve planned results. Relevant product characteristics are measured through inspections and product verification activities, as specified in control plans. Evidence of product conformity is recorded. Products are released for delivery only after all specified activities have been satisfactorily completed and verified.

PROCEDURAL POLICIES

1. CUSTOMER SATISFACTION

1.1 General

1.1.1 Marketing is responsible for developing suitable indicators of customer satisfaction, and for defining methods for collecting and analyzing the pertinent information.

1.1.2 Information and data pertaining to customer satisfaction and perception are collected from several sources. Specifically, these are:

Customer Surveys,

Customer Feedback, compliments, and developmental suggestions,

Dee Team Member Feedback,

Customers’ Dee Electronics Performance Reports,

Product returns and rejections,

New Key Customer Growth, and

Existing Customer Sales Growth and Market share.

1.1.3 Operational Procedure QOP-82-01, Customer Satisfaction, defines the system for collecting and analyzing the pertinent information and data, and for reporting results to the top management.

1.2 Customer feedback

1.2.1 Customer complaints, spontaneous expressions of satisfaction, and other unsolicited customer feedback are collected and processed by the sales department and management. These activities are defined in Operational Procedure QOP-72-02, Customer Feedback and Complaints. The resulting data is periodically analyzed by the Vice President, Sales and President, and is presented and discussed at management review meetings.

1.2.2 Executive Management interacts with customers periodically to understand how we are performing and assess customer’s satisfaction and concerns. Conclusions of interaction are documented in Electronic Call Report Forms, and presented and discussed at management review meetings.

1.3 Performance Reports, Recognition/Awards

1.3.1 Dee Electronics encourages its customers to rate its performance and present periodic performance reports to Dee Electronics. If customer does not have a performance reporting system, Dee Electronics usually offers to produce its own self performance report and provide this to the customer. Dee Electronics reviews periodic performance reports carefully, and considers this information as an important input in determining customer satisfaction. Dee Electronics seeks to participate in customer’s vendor/supplier recognition programs. These recognitions and ratings are considered as an important input into determining customer satisfaction.

1.4 Product returns and rejections

1.4.1 Information about the rate of product returns and rejections is extracted from database records. Results and trends are reported and analyzed at management review meetings.

1.5 New Key Customer Growth

1.5.1 Sales records are periodically analyzed to identify new key focus customers and track their purchase growth. Statistics on new key customer growth are presented and discussed at management reviews.

1.6 Existing Customer Market share

1.6.1 Vice President, Sales and the President are responsible for analyzing trending of market share at existing customers. This data is periodically analyzed and presented at management review meetings.

2. INTERNAL AUDIT

2.1 Planning and scheduling

2.1.1 The President establishes an internal audit plan and schedule in accordance with Procedure QOP-82-02, Internal Quality Audits. Every activity and area is audited at least once a year. Selected activities are audited more frequently, depending on their importance and quality performance history.

2.2 Audit team and preparation for audit

2.2.1 Only personnel independent of the audited activities are assigned to conduct internal audits. Normally, Quality Assurance coordinator leads the audit team except when QA activities are being audited. Audits of QA activities are conducted by other trained Internal Quality Auditors from other departments.

2.2.2 Auditors prepare for audits by reviewing applicable standards and procedures, analyzing quality records, and establishing questionnaires and checklists. Selection of auditors and preparation for the audit are explained in Procedure QOP-82-02, Internal Quality Audits.

2.3 Conducting the audit

2.3.1 Conducting the audit, auditors seek objective evidence indicating whether the audited activities comply with the requirements of the documented quality system and ISO 9001, and whether the quality system is effective. The evidence is collected by observing activities, interviewing personnel, and examining records.

2.3.2 Nonconforming conditions are documented on the Internal Audit checklist, and then audit nonconformities are recorded in the Internal Audit/Management Corrective and Preventive Action Form QF-82-02-01. This form is described in Procedure QOP-82-02.

2.3.3 Audits are conducted in a way that minimizes disruption of the audited activities.

2.4 Corrective action and follow up

2.4.1 When nonconforming conditions are identified, the Corrective Action process is followed, developing a Corrective Action solution(s). Implementation and effectiveness of the action are verified by the Corrective Action process. The Internal Audit/Management Corrective and Preventive Action Form QF-82-02-01 is used for monitoring and recording the implementation of the corrective actions.

2.5 Audit Records / Reporting

2.5.1 Records of the audits are maintained per 4.2.4. When the auditing cycle is completed, all nonconformity/corrective action reports established during the cycle are compiled and analyzed, and key results/findings are presented and reviewed at the management review meeting. Top Management or the appropriate department manager will ensure that any necessary corrections and corrective actions are taken without delay to eliminate detected nonconformities and their causes.

3. MONITORING OF QUALITY SYSTEM PROCESSES

3.1 Process monitoring

3.1.1 Quality system processes are monitored by variety of approaches and techniques, as appropriate for a particular process and its importance. These include:

Conducting internal audits of the quality system;

Monitoring trends in corrective and preventive action requests;

Analyzing product conformity and other quality performance data and trends;

Measuring and monitoring customer satisfaction;

Listening to Feedback from organization Team Members.

3.2 Response actions

3.2.1 When a quality system process does not conform with requirements, the President may request the person responsible for the process to implement a corrective action, in accordance with Operational Procedure QOP-85-02, Corrective and Preventive Action.

4. MONITORING AND MEASUREMENT OF PRODUCT

4.1 Product verification

4.1.1 Inspection and testing program for a product is defined by customer orders, purchasing documents/orders, inspection and testing procedures, and so forth. Documents defining the inspection and testing program for products are collectively referred to as control plans. Section 7.1 of this manual defines the process for establishing control plans.

4.1.2 Verification of purchased product: All purchased products are subjected to a visual inspection by the receiving clerk, and then some designated products are subjected to a more detailed additional inspection. Operational Procedure QOP-74-03, Verification of Purchased Product, sets forward detailed rules for performing receiving and additional quality control inspections. Urgent release is not done.

4.1.3 In-process inspections: In-process inspections may be in the form of product verification by bar code scanning equipment, or human visual review documented electronically. Each subsequent process verifies that the previous process was completed correctly. The focus is on defect prevention rather than detection. In-process inspection activities are regulated by Operational Procedure QOP-82-04, In-process Inspections.

4.1.4 Final inspection: Customer orders are subjected to the final authorization inspection. The shipping department reviews the order against all customer special handling requirements. Only customer orders that pass the final inspection can be shipped. Procedure QOP-82-05, Final Inspection, regulates these activities.

4.2 Inspection, test and monitoring records

4.2.1 Results of inspections are recorded and evidence of conformity with the acceptance criteria is maintained. Instructions for establishing records for specific types of inspections are defined in Operational Procedures QOP-74-03, QOP-82-04, and QOP-82-05. Filing and maintenance of inspection records are regulated by Operational Procedure QOP-42-03, Control of Quality Records.

4.3 Product release

4.3.1 Products are released for delivery only after all specified activities have been satisfactorily completed and conformity of the product has been verified. Only personnel performing final authorization inspections have the authority to release products. The identity of the person authorizing product release is recorded in the Shipping Final Authorization process. Operational Procedure QOP-82-05, Final Inspection, defines specific methods for product release.

ASSOCIATED DOCUMENTS

QF-82-02-01 Form [Cedar Rapids Location]: Internal Audit/Management Corrective and Preventive Action Form

QOP-82-01 Operational Procedure: Customer Satisfaction

QOP-82-02 Operational Procedure: Internal Quality Audits

QOP-82-04 Operational Procedure: In-process Inspections

QOP-82-05 Operational Procedure: Final Inspection

QOP-74-03 Operational Procedure: Verification of Purchased Product