Customer Sats if Action

8/9/2019 Customer Sats if Action

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Company Logo Company Name:

KALITI METAL PRODUCTS FACTORY

Document No.:

OP/KMPF/015

Revision No. 0 Title:

CUSTOMER SATISFACTION MONITORING

& MEUSURMENT PROCEDURE

Page No.

Page 1 of 5

Revision History

Revision Reason for Revision Compiled by Reviewed by Effective Date0 Initial release Kibrebal Tegegne Management

Committee

11 June 2007

REFERENCE DOCUMENTS

Document Number Document Title

ISO 9001:2000 Quality Management clause 7.2.3

CONTENTS

REVISION HISTORY 1

REFERENCE DOCUMENTS 11. PURPOSE 1

2. SCOPE 1

3. PROCESS OWNER 1

4. DEFINITIONS AND ABREVATIONS 2

5. PROCEDURE 3

6. RECORDS 5

7. RELATED DOCUMENTS 5

1. PURPOSE

The purpose of this procedure is to define the method of monitoring customers satisfaction.

2. SCOPE

This procedure is applicable to customer satisfaction monitoring and measurement activities on products

and/or services of KALITI METAL PRODUCTS FACTORY.

3. PROCESS OWNER

Management Representative.

APPROVAL:

________________________ ___________________________ ________________________

(Name) (Signature) (Date)

PLEASE MAKE SURE THAT THIS IS THE CORRECT ISSUE BEFORE USE

FOR DCC USEONLY


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Document No.:

OP/KMPF/015




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5. PROCEDURE

5.1 Process FlowchartInput Process Output Responsibili

1. Customers feed

back registration

form No.

OF/KMPF/264

2. Acquired data

3. Classifiedfeed back

4. feed back

5. Analyzed feed

back

6. Complied and

reported customersfeed back

Yes

No

1. Data acquired

2. Classified feed

back

3. Complaints are filteredout, If any

4. Analyzed feed back

5. Feed back

Compiled and report

prepared

6. conducted

management review

M.R.

M.R

M.R

M.R

M.R

APPROVAL:

________________________ ___________________________ ________________________



13

Settledappeals/complaints

Customer feed backinformation (data)

acquiring1

Is there any

complaints?

3

Classify the feed back as

supportive short comings and

compliant

2

Analyzing the feed back

4

Compiling the analyzed feed back &

preparing report5

Apply compliant

handling

procedure

3a

Conducting

management review

6


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5.2 Description of process steps

FLW Process steps

1 Customers feed back (data) shall be acquired using customers feed back registration format.

2 Collected feed backs shall be classified or supportive opinion short comings and compliant.

3 Complaints are filtered out from the collected feed back so as to be handled by complaints

handling procedure.

4 Feed backs which are sorted as supportive and short comings shall be analized.

5 Compiling and preparing a report on the analized feed back.

6 The report shall be reviewed by the management committed appropriated and as per the out

come appropriate Corrective and Preventive measures shall be taken using Corrective and

preventive procedures.

5.3 Additional description to the process step

Additional descriptions are not required for this procedure.

APPROVAL:

________________________ ___________________________ ________________________




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6 RECORDS

The Management Representative is responsible to maintain all the necessary records for this process.

7 RELATED DOCUMENTS

Document Number Document Title

OF/KMPF/089 Customers feedback registration form

OP/KMPF/012 Compliant handling procedure

OP/KMPF/006 Management Review Procedure

OP/KMPF/003 Corrective & preventive action procedure

OP/KMPF/010 Date analysis procedure

APPROVAL:

________________________ ___________________________ ________________________



Documents

Customer Sats if Action