Customer Satisfaction, Objection and Complaint Management Procedure (SOP01.04)
- Purpose
- To establish, improve, and maintain customer relations,
- To establish mutual cooperation in order to ensure the confidentiality and security of customer information against other individuals or customers,
- To determine the method to be followed in evaluating and resolving all kinds of complaints, suggestions, and objections that may arise from customers, personnel, and other related parties, including laboratory testing services,
- To enable customers to observe the tests when necessary and to establish mutual cooperation in order to ensure the confidentiality and security of customer information against other individuals/customers.
- To determine customer perception regarding whether customer requirements and expectations are met, and accordingly define the improvement methods and responsibilities.
- Scope Laboratory tarafından verilen her türlü hizmete müşteri, personel ve diğer ilgililerden gelen geri beslemeler, şikâyet ve itirazların tümü, müşterinin deneylere katılma taleplerinin karşılanması.
- Definitions
- Responsibilities The Laboratory Manager and the Quality Management Representative are responsible for the implementation of this procedure.
- Implementation
- Process Relationship
- Customer Satisfaction and Service Improvement All laboratory personnel are responsible for maintaining good communication with customers and providing the requested information regarding tests and technical matters.
- Customer Request to Participate in Tests
Only the Laboratory Manager, laboratory technical personnel, and the Quality Management Representative are allowed to enter the laboratory.
- Visitor Admission
The following principles apply for the admission of visitors to the laboratory:
- All visits shall be arranged by appointment.
- The visitor/customer shall first be welcomed by the Quality Management Representative or the Laboratory Manager.
- Visitors/customers are not permitted to enter office areas.
- Visitors/customers shall be informed about these procedures and reminded not to enter unauthorized areas.
- Provided that confidentiality is maintained, the name of the organization visited and the purpose of the visit shall be recorded.
- Visitors arriving as interns shall sign the FR.24 Laboratory Personnel Obligation Declaration.
- Visitors/customers shall not be allowed to use computers in the testing laboratory during the visit.
- Auditors from accreditation bodies shall be allowed to enter the laboratory area and measurement site upon presentation of their “Letters of Assignment.”
- Provided that confidentiality is maintained, visitors shall not be left unattended during the visit, and relevant personnel shall accompany them at all times.
- It is essential to complete the necessary work as quickly as possible; therefore, visits shall be kept short.
- All records related to customers and visitors shall be retained.
- Visitor Admission
The following principles apply for the admission of visitors to the laboratory:
- Suggestions, Complaints, Objections, and Evaluation
- Receiving Complaints
Objections and complaints regarding test results may concern the following matters:
- Delayed delivery of services
- Incorrect information in reports
- Quality of testing and services
- Insufficient information provided to the customer
- Suitability of incoming transformers for testing
- Fees charged for the work performed
- Inform the complainant within three working days following receipt of the complaint.
- Convene the Complaint Evaluation Committee for the assessment of the Customer Request, Suggestion, and Complaint Form.
- Complaint Evaluation Committee and Assessment
The Complaint Evaluation Committee consists of the following core members:
- General Manager
- Laboratory Manager
- Receiving Complaints
Objections and complaints regarding test results may concern the following matters:
- Evaluation of Objections to Test Results
The following procedures shall be applied by the Quality Management Representative:
- Procedure for Assurance of the Quality of Test Results
- Corrective Actions Procedure
- Control of Nonconforming Testing Work Procedure
- Control of Records Procedure
- Related Documents
- Corrective Actions Procedure (SOP01.18)
- Procedure for Assurance of the Quality of Test Results (SOP01.14)
- Control of Nonconforming Testing Work Procedure (SOP01.05)
- Control of Records Procedure (SOP01.07)
- Related Records
- Customer Survey (FR.11)
- Test Participation Report (FR.12)
- Customer Request, Suggestion, and Complaint Form (FR.13)
- Test Report (FR.14)
- FR.24 Laboratory Personnel Obligation Declaration
