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A-ONE TECHNIQUES (PVT) LTD.

QUALITY SYSTEM PROCEDURE DOC NO: PR/CRP/006 REV NO: 00 TITLE: CUSTOMER RELATED PROCESS DATE : 08-02-09 PAGE NO: 1 of 4

AMENDMENT SHEET RE V. # DAT E INITIAT ED BY PA GE # SECTI ON DON E BY

NATURE OF AMENDMENT

Document Approval

________________ Prepared by DMR

_______________ Reviewed by MR

________________ Approved by DGM.

A-ONE TECHNIQUES (PVT) LTD.


QUALITY SYSTEM PROCEDURE DOC NO: PR/CRP/006 REV NO: 00 TITLE: CUSTOMER RELATED PROCESS DATE : 08-02-09 PAGE NO: 2 of 4

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PURPOSE To establish and maintain a document procedure for the effective review of the orders/ tenders and to record any amendments made there in.

2.0

SCOPE Applicable to the activities related to customer related issues.

3.0 3.1

PROCEDURE REVIEW AND ACCEPTANCE OF ORDERS 1.1. Customer Enquiries 2.1.1 2.1.2 CEO/Director receives the customer enquiries for development of product after receiving; a meeting is called upon for joint review of enquiry and specifications attached with. Customer enquiry usually includes: Cover Letter Part Drawing Technical Standard Reference Sample CAD Data Sr. Manager Operations along with Development team review the complete specification and drawing of the part and prepare the feasibility of part development and timely respond to customer in affirmative. Any misconception between the two parties shall be resolved by frequent discussions, meetings and visits. Quotation After communication of consent for part development, customer requires formal quotation of part. DGM prepares the quotation and submits it to the customer. Price negotiation meeting is set with the customer and price is set after mutual negotiation and settlement of overheads. Negotiated price breakup is signed by both the parties and signed copies are maintained in both parties record. Upon subsequent negotiation on the price, delivery time and required manufactured quantity, formal purchase order is received from the customer for regular production.

2.1.3 2.1.4 2.2 2.2.1 2.2.2 2.2.3 2.2.4

A-ONE TECHNIQUES (PVT) LTD.


QUALITY SYSTEM PROCEDURE DOC NO: PR/CRP/006 REV NO: 00
2.2.5 2.2.6 2.2.7

TITLE: CUSTOMER RELATED PROCESS DATE : 08-02-09 PAGE NO: 3 of 4

On the basis of firm purchase orders, delivery schedules are issued by the customers on monthly basis. Upon receipt of delivery schedules, DGM. shall review the requirements and Sales Deptt put a Reviewed and Approved stamp on the schedule to furnish evidence that the Deliveries could be made accordingly. In certain cases, O.E.Ms provide a format of order review the management shall fill out the order review form and send it back to the customer a copy of which is kept as an evidence in the related customer file.

3.2 3.2.1 3.2.2 3.3 3.3.1 3.3.2

AMENDMENT IN CONTRACT In case of any amendments made in the order by the customer, the management shall review the requirements in the light of the manufacturing capability, Price or delivery time and shall record the changes on the previous P.O and a REVISED stamp shall be used to identify the changed P.O. The factory manager shall approve the changes. Analysis of Customer Feedback The feedback from customers is statistically compiled and reported by Manager Coordination after every 06 months. These survey results are presented as input in the management review and analyzed by top management. Based on the analysis, corrective actions / preventive actions are initiated for improvement in quality of products/services. Customer Communication The company communicates with customer regarding information related to: Product specifications Order and contract requirements Customer feedback (including customer complaints) The communication channel includes: Phone/fax Letter Email Personal visits DGM is responsible for communicating with clients regarding the above-mentioned information.

3.4 3.4.1

3.4.2

3.4.3

A-ONE TECHNIQUES (PVT) LTD.


QUALITY SYSTEM PROCEDURE DOC NO: PR/CRP/006 REV NO: 00
3.5 3.5.1 Customer Complaints DGM is responsible for handling the customer complaints. The complaint may be related to, but is not limited to, following cases: Non-conforming Product Poor Packing and Shipment Late delivery Late response Any other problem The complaint is received by Manager Coordination through email, fax, letter or it may be communicated directly through telephone or personal visit to client. The complaint is reported to DGM. who enters the complaint in the Customer Complaint Register. DGM. reviews the nature of complaint, discusses it with the client and takes immediate remedial measures. The action taken on complaints is immediately reported to client to mitigate his dissatisfaction. RELATED DOCUMENTS Enquiry Forms Quotations Purchase Orders of Customers Delivery Schedules Customer Feedbacks

TITLE: CUSTOMER RELATED PROCESS DATE : 08-02-09 PAGE NO: 4 of 4

3.5.2

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