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I PURPOSE

The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for receiving and processing customer feedback and complaints.

II APPLICATION

This procedure applies to all material customer feedback and complaints.  This procedure concerns Inside Sales/Customer Service, Field Sales, Sales Management, and Quality Assurance.

III PROCEDURE

1. Receiving and logging customer feedback and complaints

1.1 All after-sale customer communication, whether written or verbal, are forwarded to the Sales/Customer Service department. Verbal communication by phone is documented in a Call Report, established during, or immediately following, the conversation with the customer.

2. Processing customer feedback and complaints

2.1 When customer feedback or complaints are noted in Call Reports, the President and Vice President of Sales reviews the customer feedback/complaint information, and determines what type of response is appropriate.  Complaints regarding product nonconformity are handled via a Corrective Action/Return Material Authorization (CAR/RMA) process via Inside Sales/Customer Service.

2.2 If the part is manufactured in Des Moines, then an additional corrective action will be entered into the Des Moines systems.  At this time, for systematic purposes, Des Moines is the Mfg and Cedar Rapids becomes the customer of Des Moines.  Cedar Rapids will continue to be the only point of contact with the client.