Quality Name Plate AS9100 Quality System


QNP AS9100 Main Index

 

 


Customer Satisfaction

Customer Satisfaction: OP-821-01 Revision C

Effective Date:1/2/2011
Owner Approval by Barry Ralston, Vice President, on 1/2/2017
Management Approval by Craig O. Garneau, President, on 1/2/2017

Printed copies of this document are for information purposes only and are uncontrolled. Printed copies are not valid after the date of printing. This document was printed on

  1. PURPOSE

    To monitor, measure and continuously improve customer perception of Quality Name Plate in specific areas critical to obtaining and increasing customer satisfaction.




  2. RESPONSIBILITY

    The table below identifies the people and their responsibility relating to this procedure:

     

    Person

    Responsibility

    Management Team

    Develops performance metrics to be used in the Customer Satisfaction Survey

    Customer Service/Sales Personnel

    Collect customer feedback and forward it to Management and Quality Assurance Personnel as appropriate

    Quality Assurance Manager
    AS9100 Coordinator

    Tabulates survey results and prepares report for Management Review Meetings.

    Management Review Meeting

    Review performance criteria on the Customer Satisfaction Survey results.

    Initiate corrective action and measure results of its effectiveness in improving customer satisfaction.

    Evaluate data in order to measure the effectiveness of the quality management system and improve customer satisfaction.




  3. APPLICABLE FORMS OR REFERENCES

    The table below identifies the number and the title of the forms and references that are applicable to this procedure;

    Form/Reference Number

    Title

    AS9100

    Quality Management Systems - Requirements for Aviation, Space and Defense Organizations

    OP-852-01

    Corrective Action

    online Customer Satisfaction Survey

    n/a

    Customer Satisfaction Survey Results




  4. POLICIES

    1. QNP's quality policy provides the framework for establishing and reviewing our quality objectives with the goal of achieving a high level of customer satisfaction. The quality policy is reviewed by top management during Management Review Meetings. The metrics used in the Customer Satisfaction Survey are in alignment with our mission statement and quality goals.

    2. On time delivery, customer complaints, supplier score cards, and corrective action requests are also used as measurements of customer satisfaction.

    3. For the convenience of our customers, the customer satisfaction survey is administered through an online service. Selected customer are invited to participate in the survey through an email which contains links to the online survey. Customers are given the option to participate in the survey anonymously if they choose.


    4. At a minimum, the following key metrics are measured by the Customer Satisfaction Survey.
      • Quality
      • Customer Service
      • Pricing
      • On Time Delivery
      • Overall Rating

    5. At a minimum, data from the customer satisfaction survey is evaluated during management review meetings,which occur at least once a year. The other indicators of customer satisfaction are also evaluated during management review meetings.

    6. As appropriate, management may initiate corrective action in response to satisfaction ratings that fall below acceptable levels or show a decline. Ref: OP-852-01 Corrective Action. Even when not specifically targeted as a means to improve customer satisfaction ratings, it is implied that the end goal of corrective and preventive actions, process changes, and other improvements to the quality management system are intended to enhance customer satisfaction.

     



  5. PROCEDURE

    The steps in the table below identify the process used in measuring customer perception of QNP performance in specific areas critical to obtaining and increasing customer satisfaction.

     Step

     Metric/Method

    Person(s) Responsible

     1.

    Customer Satisfaction Survey - Hosted by Google

    Quality Assurance Manager
    AS9100 Coordinator or Designee responsible for processing and reporting data

    Customer Service Personnel responsible for helping collect data as appropriate

     4.

    Customer Report Card Board - Maintained in the QNP Office Conference Room

    6.

    Customer Feedback data - collected by Customer Service Personnel and entered through the Job Tracking Database

    7.

    On Time Delivery Goal Board - Maintained in the QNP Office Conference Room

    8.

    Escape Goal Board - Maintained in the QNP Office Conference Room



  6. RECORDS/OBJECTIVE EVIDENCE

    The retention duration for records referenced in this procedure are available on-line in the FM-423-01 Master Document List with Revision History.
    Records are maintained in accordance with OP-424-01 Control of Quality Records.


  7. REVISION HISTORY

    Revision, approved date, effective date, and a document change summary for this document is located on-line in the FM-423-01 Master Document List with Revision History.