LOGO HERE Testing Services Procedure GMP/OP/04

Title: Customer Service and Monitoring Page 1 of 4

customer Satisfaction

CONTENTS AND RECORD OF CHANGES

0.1 CONTENTYS
1. PURPOSE
2. SCOPE
3. REFERENCES
4. TERMS USED
5. PRINCIPLA RESPONSIBILITIES
6. PROCEDURE
7. FLOW CHART
8. APPENDICES
9. ASSOCIATED DOCUMENTS

0.2 RECORDS OF CHANGE

NO. Date Details of changes Authorization/

Name and Signature
(dd-mmm-yy) Page Clause/Sub-clause and comment

0.3 DISTRIBUTIONS
Distribution shall be specified in clause 6.2.3.2 of this GMP/OP/02
0.4 ABBREVIATIONS
Abbreviations given in QM apply

Revision: 00 Date: 24 July-09

LOGO HERE Testing Services Procedure GMP/OP/04
Title: Customer Service and Monitoring Page 2 of 4
customer Satisfaction

1.0 PURPOSE
1.1 The purpose of this procedure is to ensure that testing services meets the
requirements of the customer and that responsibilities and instructions for
distribution, evaluation, monitoring and processing of customer service
feedbacks in assigned.

2.0 SCOPE
2.1 This procedure covers interactions discussions with customer with regard
to review of customer’s requirements before commencement of testing
work. It also applies to information provided by customers both positive
and negative regarding the level of their satisfaction with services offered
by the laboratories and GMP as a whole.

3.0 REFERENCES
Reference shall be made to;
3.1 QM
3.2 ISO/IEC 17025: CLAUSE 4.14 & 4.15
3.3 ISO 9000:2005, Quality Management Systems- Fundamentals and
vocabulary.
3.4 ISO 9001:2008, Quality Management Systems Requirements.

4.0 TERMS USED

4.1 The terms used in Quality manual, GMP corporate Quality procedures
shall apply.
4.2 Customer: Individuals or companies that require testing services of the
laboratories
4.3 Customer enquiry: Any query by the customer with regard to the test
requirements, turn around times and price quotations.
4.4 Customer feedback: Comments regarding features, characteristics, and
performance of testing services.
4.5 Customer satisfaction: Customer’s perception of the degree to which the
customer’s requirements have been fulfilled.

5.0 PRINCIPLA RESPONSIBILITIES

5.1 The Laboratory Manager (LM) is responsible for the implementation of
this procedure.
5.2 Head sample receiving point is directly responsible for ensuring that this
procedure is followed.
5.3 The testing management review meeting shall be responsible for review of
the adequacy of this procedure and other customer service performance
indicators.

6.0 PROCEDURE
6.1 Customer Service

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customer Satisfaction

6.1.1 The Head of sample receiving point (HSRP) shall accord

customers the opportunity to clarify their request as defined in
QM.
6.1.2 The HSRP shall then forward to the relevant HOL such
customer’s enquiries by use of customer contract
review/enquiry form Appendix A. The HOL shall acknowledge
receipt by writing in the form the action to be taken and signing
it.
6.1.3 Telephone enquiries shall be forwarded to the relevant HOL
for action after which the records are made.
6.1.4 All customer enquiries will be taken forward into discussions
to define the requirements and agree on a response on the
appropriate test method and/or turn around time and/or prices
or any requirement as appropriate.
6.1.5 Enquiries received in any form and which replied to in writing
shall be documented in the enquiries file were the date of
enquiry, customer reference and nature of enquiry will be
logged .
6.1.6 Customers shall be informed immediately through the HSRP if
work cannot be completed within the estimated time and
budget, and/or any causes of delay. A revised timing and
budget will be agreed with the customer.

6.2 Customer Surveys

6.2.1 Information or data pertaining to customer satisfaction shall be
collected from the following sources;
6.2.1.1 Customer feedback: Customer complaints,
spontaneous expressions of satisfaction and other
unsolicited customer feedback are collected through the
Management.
6.2.1.2 Repeat customer: The HSRP shall collate records
from customer details from different testing services to
identify repeat customers and track frequencies and
patterns of their use of testing services. This shall be
recorded in the repeat customer register (Appendix B).
6.2.1.3 Service feedback form: This proforma- type
questionnaire prepared for use to solicit feedback from
customers (Appendix C). This shall be attached test
report certificates to be sent to customers. From the
Sample receiving point. The frequency will be one in
every twenty reports.
6.2.2 Receiving service feedback forms
6.2.2.1 A file shall be opened at SRP, titled “service feedback
forms”.

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Title: Customer Service and Monitoring Page 4 of 4
customer Satisfaction

6.2.2.2 Service feedback forms shall be returned by customers

through SRP office, post, e-mail or fax.
6.2.2.3 On receipt, the SRP shall file the form and record,
reference number (YY/XXX; YY for year and XXX for
sequential number allocated from the register), Name of
customer/company, Date of feedback and category
classification (whether feedback only or with a
complaint).
6.2.2.4 If a complaint is received with the feedback, a
complaints form shall also be filled in accordance to the
procedure (GMP/OP/…)
6.3 Monitoring Customer Satisfaction
6.3.1 At the end of every quarter, the HSRP shall forward, records of
customer repeats to the LM for information.
6.3.2 At the end of every quarter the LM shall analyze all service
feedback forms for trends.
6.3.3 A report of this shall be forwarded to heads of laboratories..
6.3.4 Each HOL shall extract what affects them from the report for
discussion at the laboratory management review meetings.
7.0 FLOW CHART
This procedure has no flowchart.
8.0 APPENDICES ( Appendices to be provided later )
8.1 Appendix A: Customer Contract Review /Enquiry form.
8.2 Appendix B: Repeat Customer register.
8.3 Appendix C: A typical Service feedback form

9.0 ASSOCIATED DOCUMENTS

References are provided in clause 3.0.

Revision: 00 Date: 24 July-09