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    Customer Satisfaction Procedure (Swagelog)

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    deneme

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    Customer Satisfaction Procedure (Swagelog)

    Uploaded by

    deneme
    64 views2 pages

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    Copyright:

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    64 views2 pages

    Customer Satisfaction Procedure (Swagelog)

    Uploaded by

    deneme

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    © All Rights Reserved
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    of 2

    Document PPR-QS7-05

    Customer Satisfaction Revision 03


    Rev. Date 03.15.2017
    Procedure Page No. 1 of 2
    Printed copies are considered uncontrolled.
    Pittsburgh Valve & Fitting Co. Uncontrolled copies must be verified as current prior to use. Fluid System Technologies

    1.0 Purpose:
    The purpose of this procedure is to describe the method to monitor our customers’ perceptions
    of our ability to meet their requirements.
    2.0 Scope:
    This procedure applies to all customers of PVF.

    3.0 Responsibilities:
    3.1 The Distributor Principal is responsible for defining what areas will be measured. They
    are: Inside Customer Service Personnel; Outside Sales Personnel; Shipping and
    Documentation; and Products.
    3.2 The Quality Manager is the owner of this process and is responsible to oversee that
    data collection is timely, accurate and logged properly and that data is analyzed in order
    to determine which areas warrant corrective action. Results will be documented in the
    Management Review Meeting.

    4.0 Definitions:
    4.1 BMS-Business Management System

    4.2 Survey Monkey® – an Internet-based tool which allows us to set up online surveys to
    our customers.

    4.3 Impromptu® – a report writing tool enabling us to extract information from our BMS
    database.

    5.0 Process Flow: N/A

    6.0 Procedure:
    6.1 Contact approximately 20 active customers monthly via Survey Monkey®. The PVF
    survey will be suspended if Swagelok is conducting a survey using PVF customers
    during the same year.
    6.2 We will effectively manage, monitor, and analyze our on-time delivery to our customers
    utilizing our BMS.
    6.3 Survey results and On-Time delivery will be analyzed to measure customer satisfaction.
    Goals will be set for a desired percent of “excellent” responses (versus “average” or
    “poor”).
    6.4 If goals are not met, corrective actions will be initiated to improve our rating by our
    customers.

    7.0 Reference Documents:

    SQS
    Customer Returns for Credit PPR-QS7-04
    Customer Complaint Procedure PPR-QS7-02
    Returns for Evaluation PPR-QS7-10
    Complaint Policy and Objectives PFM-QC7-02
    Document PPR-QS7-05
    Customer Satisfaction Revision 03
    Rev. Date 03.15.2017
    Procedure Page No. 2 of 2
    Printed copies are considered uncontrolled.
    Pittsburgh Valve & Fitting Co. Uncontrolled copies must be verified as current prior to use. Fluid System Technologies

    Complaint Categories PFM-QC7-01


    Customer Survey PWI-QS7-02
    8.0 Records:

    Customer Surveys
    Customer Service Level Reports as generated through our BMS.
    Customer Incoming Report Cards
    CRM Cases Database

    9.0 Revision History:


    Date Rev# Nature of Change Approval
    04.26.10 00 Initial issuance/Approvals SG
    12.10.10 01 Revised purpose, scope, responsibilities, procedure and format SG
    12.28.15 02 3.2 – Changed Ownership to the Quality Manager instead of the JK
    Operations Manager
    6.1 – Added clause suspending PVF survey if Swagelok is
    surveying the same contacts in the same year.
    7.0 – Deleted reference to ISO 9001:2000, added reference to
    survey work instructions
    03.15.2017 03 8.0 – Updated Records section JK

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