The increasingly globalized economic process has accelerated the competition of firms with each other and the use of time in enterprises, the importance of time in decision-making and implementation and the need for change have become strategic factors. In order to survive in a competitive environment, businesses have sought new management. Customer happiness and his satisfaction has surpassed everything. With the beginning of the 1990 years, total quality management has become the only management model that scientists unite. Customer satisfaction can only be achieved by having appropriate quality and appropriate management models.
Quality management systemThe customer is always in the first place. What customers think, what they want, satisfaction or dissatisfaction, opinions and complaints must always be taken into consideration. Businesses have to establish a customer complaint, suggestion and survey system within the framework of quality management system.
ISO 9001: The purpose of the 2015 Customer Complaint, Suggestion and Questionnaire Procedure is to explain the method to be followed in the monitoring of customer satisfaction, receiving and solving complaints and suggestions and various survey studies. This procedure applies to all customer complaints and customer satisfaction surveys.
The principles of openness, impartiality, confidentiality, accessibility, integrity, equal approach, sensitivity and fairness are respected in the implementation of this procedure.
Customer complaints and suggestions can be received in writing or orally. Complaints and suggestions are recorded on the customer complaint and suggestion form and immediately forwarded to the quality management representative. The quality management representative has to handle the complaint within 24 hours and contact the customer.
Customer complaintsmust be finalized within five working days at the latest and the customer should be informed of the results of the inspection, if necessary corrective actions and solution suggestions.
In addition, once a year to track customer satisfaction customer satisfaction survey It should be done. In this survey, the satisfaction level of the customers regarding the goods and services they receive is measured.
The results of the survey are presented to the senior management accompanied by the report prepared and this report is discussed at the management review meeting. In the meantime, an action plan is made if necessary.
ISO 9001: For information on how to prepare and use the 2015 Customer Complaint, Suggestion and Survey Procedure, please contact our company. TÜRCERT Technical Control and Certification company managers.
ISO 9001 Customer Complaint, Suggestion and Survey Procedure Page
ISO 9001 Customer Complaint, Suggestion and Survey Procedure