Customer Satisfaction Procedure
1 Purpose
The purpose of this procedure is to monitor information relating to customer perception as to whether the organization has met customer requirements
2 Supporting Documents
Quality Manual of PPF, Section 8.2.1
ISO 9001:2008 Manual, Section 8.2.2, 8.2.3
Customer Satisfaction Procedure (QP-4.19)
Customer Feed back form (Mkt-04-001)
3 Procedure
GM will monitor information relating to customer perception through customer feed back MKT/04/01
3.3 For the purpose to satisfy the customer, Marketing Manager will provide proper service concerning quality, in time delivery and feedback.
3.4 When any standard or specification received from customer or any other source it will be properly forwarded through processing order and in case this information is an amendment with the reference of previous information the Chief Executive will ensure that this information is conveyed to all concerned by the revised copy of previous issued documents.
3.3 The marketing manager will keep original copy of such type of documents and revised copy of the above mentioned documents containing all the updated specifications would be sent to concerning heads. Inspections will also be performed according to the standards required.
3.4 The MR will maintain a separate file for each and every signed customer purchase order and all information with the reference of this order and communications is a part of this file.
3.5 The CPM ensures that the resultant product is as per customer specifications and also make it sure that all the activities from the purchase of yarn to finally ship the order are as per order schedule.
3.6 Customer feed back will be collected on quarterly basis to enquire the customer satisfaction.
3.7 All the records regarding customer feed back will be kept by the marketing department.
3.8 The Executive Director will also maintain a separate file for each & every customer, if required, with the heading of customer property along with the name or code of the customer.
3.9 The file will be a record of all those items mentioned by the customer or perceived by the Director as customer property.
3.10 The Director will ensure that all the items mentioned by the customer or perceived by the E D as customer property are properly recorded in the said file and also they are in the safe custody. In case of any kind of damage to the customer property it is immediately brought to the notice of the customer for remedy.
3.11 PPF International uses all materials on its own behalf but if required by the customer and material is supplied by the customer then we use the material on behalf of the customer and take care of the material specially marked as customer property along with other identification marks.