Analysis Customer Satisfaction and Efficient Methods on Customer Specific Quality Requirements
Journal Title: RECENT - Year 2011, Vol 12, Issue 33
Abstract
Systematic assessments by customers (supply capability, supplied quality), which are carried out independently of the customer satisfaction survey, must be checked and assessed by the departments responsible after receipt or on being made available. Measures must also be initiated if there are negative values or trends. The specialist scope covers the corresponding organizational areas with regular and direct customer contact. The objective of this paper is to implement the process for conducting customer satisfaction analyses in accordance with a defined standard and to continuously increase customer satisfaction. Also, this paper follow to checking the customer quality-specific requirements, to regulates documentation of variances from the quality management system, preparation of handling instructions for implementation of the customer requirements and feedback to the customer. The target groups for this paper are persons responsible for checking quality-specific customer requirements in accordance with the responsibility matrix, sub-project managers for quality management, quality coordinators for the region and for the product line in a manufacturing company. The market research department is responsible for the definition and use of this process, and the customer satisfaction surveys are conducted exclusively by this department.
Authors and Affiliations
Florina FILIP
Keywords
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