QP-55-03 Customer Complaint Suggestion Comment & Survey

NEW BONG ESCAPE, HYDROELECTRIC POWER PLANT
LEHRI, DISTRICT MIRPUR, AJ&K
ISO 9001:2008 QUALITY MANAGEMENT SYSTEM
QUALITY PROCEDURE ISO Clause 5.5.3 : Internal Communication
Title Customer Complaints, Suggestions, Comments and Survey Procedure
Document No : QP-55-03 Date : 02nd June 2014

Management
Issue No. 1 Rev. 0 Page : 1 of 7
Controlled Copy
Copy Number
Uncontrolled Copy
AMENDMENT RECORDS
It is the responsibility of the holder of this document to ensure that this copy is kept up-to-date by the
inclusion of all amendments. Alterations to this document are not permitted without prior approval of PGM.
Rev. No. Revision Description / History Change by Date
PREPARED BY REVIEWED & ISSUED BY APPROVED BY
SO to PGM Management Representative Plant General Manager
Dated : 2nd June 2014 Dated : : 2nd June 2014 Dated : : 2nd June 2014
© QMS NBE HPP No copying without TNBRP AJK’s permission except as permitted by copyright law.
1.0 PURPOSE
 The objective of this procedure is to ensure that all customer complaints are well
received, recorded, reported, investigated, resolved and replied.
 This procedure also provides a mechanism for receiving comments and suggestions
from all parties, and instituting the appropriate follow-up actions.
 It is also to ensure that regular customer surveys are conducted so as to get
feedbacks from both the internal and the external customers.
2.0 SCOPE
The scope of this procedure covers all written and non-written complaints, comments
and suggestions from customers.
3.0 RESPONSIBILITIES AND USERS

 The Senior Shift Charge Engineers are responsible for the content and the update of
this procedure.
 The SSCE/SCE on duty is responsible to liaise and designated interfacing contact
between the power complex and key external customer; NPCC & RCC.
 Head (Business Support Services) is responsible to handle any complaints from
local, authorities and anything with regards to security matters.
 All other complaints, comments and suggestions may be received by any station
staff. The receivers of this information shall forward it to their respective HODs for
follow up action.
 All station staff are users of this procedure.
4.0 REFERENCE
 Approved Operating Procedures date 2nd January 2014
 Procedure QP-72-02 Customer Communication
 Procedure QP-85-01 Corrective Action
 Procedure QP-85-02 Preventive Action
5.0 DEFINITION
1. Customers -
National Power Control Centre (NPCC) and Regional Control Center (RCC)
who receives electricity supply from the Station is a key external customer.
Other external customers are Mangla Power Station, Kharian Grid Station,
Local Authorities, neighbours, all vendors, service providers, visitors to the
station and all other stake holders.
CONTROLLED COPY COPYRIGHT TNBRP AJK FOR INTERNAL USE ONLY

DO NOT DUPLICATE
2. Complaint - Dissatisfaction or protest by the customers against the station, its
services, its staff or activities.
Suggestions – proposal for improvement
Comment – general statement that reflects customer’s perception on the
station services, its staff or activities.
3. Log Book - Complaint log book maintained by SSCE to record any complaint
from NPCC/RCC or any other party.
4. Suggestion Scheme – a scheme maintained by Special Officer to PGM to
encourage and solicit suggests from all the staff and any party visiting the
station.
5. Management Committee - An official committee consisting of the Plant
General Manager and all HODs.
7.0 PROCEDURE
7.1 COMPLAINTS RECEIVING
 The Senior Shift Charge Engineers will keep a standard complaint log book and log
down all complaints received.
 All complaints shall be channeled to the Senior Shift Charge Engineer on duty.
 When a complaint is received, the duty Senior Shift Charge Engineer shall record the
followings correctly and as detail as possible in the complaint log book.
o Date and time the complaint was made or received.
o Details of the incident(s) or nature of the complaint as reported by the
complainant.
o Particulars of the complainant.
 The Senior Shift Charge Engineers shall send a monthly summary of ‘Customer
Complaint’ to the PGM, and Special Officer to PGM will compile for Management
Review Meeting.
7.2 INITIAL ACTION ON RECEIVE OF COMPLAINT

 Upon receiving the complaint, the duty Senior Shift Charge Engineer shall carryout
preliminary study or investigation immediately based on the complaint received. If the
complaint is found not valid, the duty Senior Shift Charge Engineer shall reply to the
complainant and log down accordingly.
 If the complaint is valid but of a minor nature in which the relevant section /
department in the station can attend, the duty Senior Shift Charge Engineer shall
institute corrective action immediately as per relevant section of procedure QP-85-01
Corrective Action and procedure QP-85-02 Preventive Action.
 If the complaint is valid and major in nature i.e. cannot be resolved by any section /
department, the responsible Senior Shift Charge Engineer shall prepare a preliminary
written report and submit it within two working days (from the date received) to the

DO NOT DUPLICATE
PGM. The report shall include all the details from the preliminary investigation and his
recommendations.
7.3 INVESTIGATION AND CORRECTIVE ACTION

 Upon receiving the complaint, depending on the seriousness of the complaint, the
Chairman of the Management Committee shall decide whether to call a meeting
immediately or keep in view for the monthly meeting.
 Upon completion of the investigation, the Management Committee shall ensure that
corrective action is implemented within the specified period of time as per procedure
QP-85-01 Corrective Action and procedure QP-85-02 Preventive Action.
 Upon resolving the root cause of the complaint, the relevant section(s) shall feedback
to the Management Committee.
 The Operation Department shall keep the complainant informed of the status of the
complaint where necessary, and shall give written reply to the complainant
immediately after corrective action(s) have been instituted.
7.4 SUGGESTIONS AND COMMENTS

 Suggestions and comments may be made through the suggestion scheme.
 Forms and suggestion boxes are available at various locations for the convenience of
all staff and visitor.
 The management of the suggestion scheme is carried out according to the
documented procedure administered by the Suggestion scheme committee.
7.5 CUSTOMER SATISFACTION SURVEYS

 The Senior Engineer (Planning & Performance) shall conduct the Customer
Satisfaction Survey at least once a year to obtain feedback from NPCC / RCC.
 Special Officer to PGM shall conduct annual internal customer satisfaction survey in
order to assess the level of services provided by all departments.
 Special Officer to PGM shall also obtain feedback annually from other external
customers, especially from the local authorities and neighbourhood residents.
 Survey results shall be presented the Management committee for appropriate
actions.
8.0 RELATED DOCUMENTS
 Appendix 1: Customer Satisfaction Survey Form (NPCC)

DO NOT DUPLICATE
Appendix 1
Record No.: QR-OP-55-03-001
84MW NEW BONG ESCAPE HYDROELECTRIC POWER PLANT
1.0 CUSTOMER SATISFACTION SURVEY FORM
Customer Profile: Date:
Name of customer:
Using the following 5-point semantic differential scale, please evaluate the following statements
below by circling one of five numbers given:
Scale:
1. Strongly Disagree 2. Disagree 3. Agree More Than Disagree
4. Agree 5. Strongly Agree
No. Statement Scoring
1. I find that the engineers or Control Assistants at your facility have 1 2 3 4 5

been co-operative and helpful for the last six months.
Please elaborate:
………………………………………………………………...
………………………………………………………………...
………………………………………………………………...
2. During the course of work, there have always been two-way 1 2 3 4 5

communication; arguments, if any, are always constructive.
Please elaborate:
………………………………………………………………...
………………………………………………………………...
………………………………………………………………...
3. The staff of NBE HPP whom I have dealings with understood and 1 2 3 4 5
cares about good customer service.
Please elaborate:
………………………………………………………………...
………………………………………………………………...
………………………………………………………………...
4. From my experience, the staff at NBE HPP has a high degree of 1 2 3 4 5

professionalism, are courteous and pleasant to talk to.
Please elaborate:
………………………………………………………………...
………………………………………………………………...
………………………………………………………………...

DO NOT DUPLICATE
5. The station is usually quick to respond to queries about plant status. 1 2 3 4 5
Please elaborate:
………………………………………………………………...
………………………………………………………………...
………………………………………………………………...
6. The station is quick to respond to changes in system demand in 1 2 3 4 5

load reduction.
Please elaborate:
………………………………………………………………...
………………………………………………………………...
………………………………………………………………...
7. The station is quick to respond to changes in system demand in 1 2 3 4 5

load raising.
Please elaborate:
………………………………………………………………...
………………………………………………………………...
………………………………………………………………...
8. As a client, I find that NBE HPP as a whole has been a reliable 1 2 3 4 5

power producer and able to meet delivery promises.
Please elaborate:
………………………………………………………………...
………………………………………………………………...
………………………………………………………………...
9. Other comments or feedbacks which you would like to add:

______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
Thank you for your time to answer the above questionnaires.

We hope to provide you with better service the next time.
Please return completed form by faxing to 111

With Compliments from the Staff & Management of 84MW New Bong Escape
Hydroelectric Power Plant (NBE HPP)

DO NOT DUPLICATE

QP-55-03 Customer Complaint Suggestion Comment & Survey

Uploaded by

Copyright:

Available Formats

QP-55-03 Customer Complaint Suggestion Comment & Survey

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

QP-55-03 Customer Complaint Suggestion Comment & Survey

Uploaded by

Copyright:

Available Formats

NEW BONG ESCAPE, HYDROELECTRIC POWER PLANT

LEHRI, DISTRICT MIRPUR, AJ&K

ISO 9001:2008 QUALITY MANAGEMENT SYSTEM

QUALITY PROCEDURE ISO Clause 5.5.3 : Internal Communication

Title Customer Complaints, Suggestions, Comments and Survey Procedure

Document No : QP-55-03 Date : 02nd June 2014

Rev. No. Revision Description / History Change by Date

PREPARED BY REVIEWED & ISSUED BY APPROVED BY

SO to PGM Management Representative Plant General Manager

3.0 RESPONSIBILITIES AND USERS

CONTROLLED COPY COPYRIGHT TNBRP AJK FOR INTERNAL USE ONLY

7.2 INITIAL ACTION ON RECEIVE OF COMPLAINT

CONTROLLED COPY COPYRIGHT TNBRP AJK FOR INTERNAL USE ONLY

7.3 INVESTIGATION AND CORRECTIVE ACTION

7.4 SUGGESTIONS AND COMMENTS

7.5 CUSTOMER SATISFACTION SURVEYS

CONTROLLED COPY COPYRIGHT TNBRP AJK FOR INTERNAL USE ONLY

84MW NEW BONG ESCAPE HYDROELECTRIC POWER PLANT

1.0 CUSTOMER SATISFACTION SURVEY FORM

Customer Profile: Date:

1. I find that the engineers or Control Assistants at your facility have 1 2 3 4 5

2. During the course of work, there have always been two-way 1 2 3 4 5

4. From my experience, the staff at NBE HPP has a high degree of 1 2 3 4 5

CONTROLLED COPY COPYRIGHT TNBRP AJK FOR INTERNAL USE ONLY

6. The station is quick to respond to changes in system demand in 1 2 3 4 5

7. The station is quick to respond to changes in system demand in 1 2 3 4 5

8. As a client, I find that NBE HPP as a whole has been a reliable 1 2 3 4 5

9. Other comments or feedbacks which you would like to add:

Thank you for your time to answer the above questionnaires.

Please return completed form by faxing to 111

CONTROLLED COPY COPYRIGHT TNBRP AJK FOR INTERNAL USE ONLY

You might also like