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| QMS Operational Procedure |
QOP-91-02 |
|
| Section 9.1 | Section Revision: A | Revision Date: 7/11/2017 |
| Customer Satisfaction | ||
| Approved By: Dave Zirkelbach | Date: 7/11/2017 | |
I PURPOSE
The purpose of this procedure is to provide for a system and instructions, and to assign responsibilities for determining and reporting customer satisfaction.
II APPLICATION
This procedure applies to products, delivery, servicing, and other activities bearing on customer satisfaction. This procedure directly concerns Sales, Marketing, and Customer Service of the Cedar Rapids location. Any customer satisfaction for a part manufactured in Des Moines is handled through Cedar Rapids with the client.
III PROCEDURE
1. Sources of information
1.1 Information and data on customer satisfaction are acquired form customer feedback and by analyzing customer behavior, to include:
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.
Customer Surveys.
1.2 The general scope, methods, and program for collecting customer satisfaction data and information are defined in this procedure. However, the program may be periodically adjusted.
2. Customer feedback and complaints
2.1 Customer complaints, spontaneous expressions of satisfaction, and other unsolicited customer feedback are collected and processed by Customer Service/Inside Salespeople, Field Salespeople, and Sales Management.
2.2 The resulting data is periodically compiled and analyzed by the President, and is presented and discussed at management review meetings.
3. Customer Performance Reports, Recognition/Awards
3.1 Dee Electronics encourages customers to rate its performance, and seeks to participate in customer’s award and recognition programs. As such recognitions and ratings are a direct expression of customer satisfaction or dissatisfaction, they are considered as one of the most important inputs into determining customer satisfaction. Dee Electronics can also produce delivery performance data by customer, in absence of the customer providing it to Dee. This is used if customer does not provide Dee with performance data.
3.2 Awards and recognitions, as well as failures to achieve them, are used in determining customer satisfaction. Executive Management analyses which aspects of products and/or services are most responsible for achievement of the recognition, and determines how this should be used in determining overall customer satisfaction for these aspects. The results are presented at management reviews. Customer ratings are analyzed and used in the same way as other customer feedback.
4. Product returns and rejections
4.1 Customer Service/Inside Sales handles product return authorization requests. The reason for each return request or claim is recorded in our CAR/RMA (Corrective Action/Return Material Authorization) Form.
4.2 Product return CAR/RMA records are periodically compiled and analyzed at the management review meetings.
5. New Key Customer Growth
5.1 Sales records are periodically analyzed to identify trending of new key customers. The trending of these new customers sales is one of the most important indicators of new key customer satisfaction.
5.2 Statistics on new key customers trends are presented and discussed at management reviews.
6. Existing Customer Market share
6.1 Sales Management is responsible for collecting and analyzing data regarding existing customer market share. This data is periodically analyzed and presented at management review meetings.
7. Customer Surveys
7.1 Surveys, when and where appropriate at the discretion of the President, are selectively done to gain additional feedback from clients. These can range from 1 question to ten questions typically.
8. Analysis and presentation of results
8.1 Sales Management assembles, and analyses all customer satisfaction data collected form various sources and pertaining to different aspects of company’s products and services, and presents this information at Management Review meetings.
8.2. Executive Managers participating in the meeting discuss the reasons for successes or failures in reaching customer satisfaction objectives, and provide input for setting new objectives for the coming year.