TITLE DOC. NO.

REV EFFECTIVE DATE

KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION

REVISION HISTORY

REV DATE DESCRIPTION PREPARED BY REVIEWED BY APPROVED BY

00 07/12/11 First Issued Gunawan Slamet Riyadi Dewi Yuliana
Add period to distribute Customer
01 03/01/12 Gunawan Slamet Riyadi Dewi Yuliana
Satisfaction/Feedback Survey
02 29/11/13 Company Name Changing Muhamad Irfan Bagus Tri Atmoyo Dewi Yuliana
6.1. Add time to distribute Customer
03 23/01/14 Muhamad Irfan Bagus Tri Atmoyo Dewi Yuliana
Satisfaction/Feedback Survey
6.4. Add rule to follow up customer complain
with Corrective Action Report
04 05/12/14 Muhamad Irfan Bagus Tri Atmoyo Dewi Yuliana
Changing Customer Satisfaction/Feedback
Survey Report
05 21/01/2015 Company Logo Changing Muhamad Irfan Bagus Tri Atmoyo Dewi Yuliana
Penambahan format dwi bahasa
06 01/10/2015 Desman Sastra Roby Syahputra Dewi Yuliana
Add bilingual format.
Perubahan pada klausul 6.4 & Penambahan
07 15/03/2017 Attachment Form Analisa Kepuasan Imam mansyur Roby Syahputra Dewi Yuliana
Pelanggan
04
08 December Upgrading ISO 9001:2015 Indah Permatasari Roby Syahputra Dewi Yuliana
2017

THIS PROCEDURE IS INVALID WITHOUT COVER PAGE AND SIGNATURE AND COMPANY STAMP LEFT BLANK.

© PT. CAST INSPECTION & ENGINEERING BATAM Page 2 of 9

CONFIDENTIAL DOCUMENT, ALL RIGHT RESERVED
 TITLE DOC. NO. REV EFFECTIVE DATE

KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION

DISTRIBUTION LIST

DISTRIBUTION NO. STATUS DEPARTMENT PIC

01 Original QHSE QHSE Manager
02 Controlled Copy BD BD Manager
03 Controlled Copy Branch Office Branch Manager

THIS PROCEDURE IS INVALID WITHOUT COVER PAGE AND SIGNATURE AND COMPANY STAMP LEFT BLANK.

© PT. CAST INSPECTION & ENGINEERING BATAM Page 3 of 9

CONFIDENTIAL DOCUMENT, ALL RIGHT RESERVED
 TITLE DOC. NO. REV EFFECTIVE DATE

KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION

CONTENTS LIST

CLAUSE DESCRIPTION PAGE

1.0 PURPOSE/INTRODUCTION 05
2.0 SCOPE 05
3.0 REFERENCE 05
4.0 DEFINITION 05
5.0 RESPONSIBILITY 05
6.0 PROCEDURE 05
7.0 ATTACHMENT 06
8.0 RECORDS 06
ATTCH. 1 Flow Chart: Customer Satisfaction 07
ATTCH. 2 Form Customer Satisfaction / Feedback Survey 08
ATTCH. 3 Form Analisa Kepuasan Pelanggan 09

THIS PROCEDURE IS INVALID WITHOUT COVER PAGE AND SIGNATURE AND COMPANY STAMP LEFT BLANK.

© PT. CAST INSPECTION & ENGINEERING BATAM Page 4 of 9

CONFIDENTIAL DOCUMENT, ALL RIGHT RESERVED
 TITLE DOC. NO. REV EFFECTIVE DATE

KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION

1. PURPOSE/INTRODUCTION
1.1. Untuk memastikan bahwa kebutuhan pelanggan dipantau oleh PT. CAST Inspection and Engineering
dan menjaga pelanggan untuk menyadari kemajuan di PT. CAST Inspection and Engineering dan
membuat organisasi yang focus terhadap pelanggan dan memastikan kepuasan pelanggan
To ensure that customer needs are tracked by PT. CAST Inspection and Engineering and keep
customer aware of development at PT. CAST Inspection and Engineering and make a customer
focused organization assuring customer satisfaction
1.2. Untuk memastikan bahwa setiap keluhan pelanggan diberikan perhatian sepenuhnya dan
memastikan bahwa semua tindakan perbaikan dilakukan.
To ensure that any customer complaint is given utmost attention and that corrective action(s) is/are
ensured.

2. SCOPE
Prosedur ini berlaku untuk mengukur kepuasan pelanggan dalam sistem manajemen mutu.
This procedure is applicable to measuring of customer satisfaction in the quality management system .

3. REFERENCE
3.1. ISO 9001: 2015
3.2. QM-09 Performance Evaluation
R8
3.3. CAST/II/SM/05 Corrective and Preventive Action
3.4. CAST/II/SM/03 Management Review

4. DEFINITION
4.1. NDT : Non Destructive Testing
4.2. HT : Heat Treatment
4.3. QHSE : Quality, Health, Safety and Environment

5. TANGGUNG JAWAB / RESPONSIBILITY

5.1. QHSE Manajer harus memastikan tahap ini telah diimplementasikan dan diulas. Membawa
informasi tentang survei kepuasan / umpan balik pelanggan dibahas dalam Manajemen review
Meeting. Dan menutup setiap keluhan pelanggan (jika ada) dan kembali kepada survei kepuasan
pelanggan. QHSE Manajer harus memastikan bahwa Survey Pelanggan dianalisis dan diukur untuk
perbaikan berkesinambungan. Memantau persepsi pelanggan, review dan mengambil tindakan
perbaikan guna Perbaikan peningkatan kualitas.
QHSE Manager shall be ensure this stage has been implemented and review. Bring the information
about customer satisfaction/feedback survey in Management Review meeting. And close any
Customer Complain (if available) in returned customer satisfaction/feedback survey. QHSE Manager
shall be ensured that the Customer Survey is analyzed and measured for future improvement.
Monitoring customer perception, review and taken action to promote the quality improvement.
5.2. Development Manager harus memastikan "Survey Kepuasan Pelanggan" telah diberikan kepada
semua pelanggan, diisi dengan baik sebelum mengirim kembali ke PT. CAST Inspection and
Engineering. Pastikan bahwa pengiriman tepat waktu dan kembali sebelum jadwal ulasan
mangemen berikutnya. Pengiriman dan menindaklanjuti proses bisa didelegasikan kepada Staff
Marketing.
Business Development Manager shall be ensure “Customer Satisfaction/Feedback Survey” have
been deliver to all Customer, filled properly before send back to PT. CAST Inspection and
Engineering. Make sure that delivery is on time and back before next management review schedule.
Delivery and follow up process could be overhanded to Marketing Staff.
5.3. Staff pemasaran membantu Business Development Manager untuk memberikan " Survey Kepuasan
Pelanggan " kepada Klien dan menindaklanjuti pengisian dengan informasi yang benar dan
Menindaklanjuti untuk mengirim kembali ke PT. CAST Inspection and Engineering sebelum jadwal
Ulasan manajemen berikutnya
Marketing Staff help Business Development Manager to deliver “Customer Satisfaction/Feedback
Survey” to the Client and follow up to filling it with proper information. Follow up to send back to PT.
CAST Inspection and Engineering before next management review schedule

THIS PROCEDURE IS INVALID WITHOUT COVER PAGE AND SIGNATURE AND COMPANY STAMP LEFT BLANK.

© PT. CAST INSPECTION & ENGINEERING BATAM Page 5 of 9

CONFIDENTIAL DOCUMENT, ALL RIGHT RESERVED
 TITLE DOC. NO. REV EFFECTIVE DATE

KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION

6. PROCEDURE
6.1. Business Development Manager menyampaikan formulir CAST / IV / SM / 17-01 " Survey Kepuasan
Pelanggan" kepada pelanggan untuk mendapatkan persepsi dari klien. Pengajuan dilakukan minimal
dua (2) bulan sebelum manajemen review meeting.
Business Development Manager submits to client CAST/IV/SM/17-01 “Customer Satisfaction/
Feedback Survey” to get perception from client. Submission minimum two (2) month before next
management review meeting conducted.
6.2. Business Development Manager akan menindaklanjuti kepada klien tentang mengisi dari CAST / IV /
SM / 17-01 "Survey Kepuasan / Saran Pelanggan" melalui email, telepon atau tatap muka pertemua.
Business Development Manager shall follow up to client about filling of CAST/IV/SM/17-01
“Customer Satisfaction/Feedback Survey” via email, telephone or face to face meetin.
6.3. Business Development Manager bertanggung jawab untuk mendapatkan informasi kepuasan
pelanggan / umpan balik (mengisi formulir yang disampaikan) maksimal 1 bulan setelah (CAST / IV /
SM / 17-01 "Survey Kepuasan / Saran Pelanggan" disampaikan kepada klien. Pastikan bahwa tanda
tangan klien dan cap diidentifikasi dalam formulir dan kembali sebagai bukti bahwa formulir diisi
oleh Klien bukan oleh pihak-pihak lain.
Business Development Manager responsible to get the information of customer satisfaction/
feedback (filled in the delivered form) maximum 1 month after it (CAST/IV/SM/17-01 “Customer
Satisfaction/Feedback Survey” submitted to client. Ensure that client signature and stamp identified
in the returned form as an evident that form is filled by Client not the other parties.
6.4. Setelah dikembalikan, Business Development Manager membuat analysa dengan mengisi
“formulir Analisa Kepuasan pelanggan” “CAST/IV/SM/17-02 dan harus menyerahkan "Survey
Kepuasan / Saran Pelanggan" dan “formulir Analisa Kepuasan pelanggan” kepada QHSE
manager.
After return, Business Development shall update form customer satisfaction survey
CAST/IV/SM/17-02 Manager shall submit returned Customer Satisfaction/ Feedback Survey and
analysa to QHSE Manager.
6.4.1. JIka ada keluhan dari pelanggan, QHSE manager harus bertindak mengikuti Corrective and
Preventive Action Procedure CAST/II/SM/05 untuk menyelesaikan dan menutup
Corrective Action Report (CAR). Menyebutkan nomor CAR. Pada “Customer
Satisfaction/Feedback Survey” untuk referensi.
If any complain from customer, QHSE Manager shall follow Corrective and Preventive
Action Procedure CAST/II/SM/05 to close Customer Complain and issue Corrective Action
Report (CAR). State CAR no. in returned Customer Satisfaction/Feedback Survey for
reference.
6.5. Semua informasi yang diambil dari pegembalian “Customer Satisfaction/Feedback Survey”
dimonitor di ulas selama management Review Meeting.
All of information taken from returned Customer Satisfaction/Feedback Survey are monitored and
reviewed during the Management Review meeting.

7. ATTACHMENT
7.1. Attachment 1. Flow Chart: Customer Satisfaction.
7.2. Attachment 2. Form Customer Satisfaction/Feedback Survey.
7.3. Attachment 3. Form Analisa Kepuasan Pelanggan.

8. RECORDS
RETENTION
NO. DESCRIPTION LOCATION
(Year)
1. Customer Satisfaction/ Feedback Survey, QHSE/DC 3
Contains information about Client’s perspective
about PT. CAST Inspection and Engineering’s
performance.
2 Analisa Kepuasan Pelanggan QHSE/DC 3

THIS PROCEDURE IS INVALID WITHOUT COVER PAGE AND SIGNATURE AND COMPANY STAMP LEFT BLANK.

© PT. CAST INSPECTION & ENGINEERING BATAM Page 6 of 9

CONFIDENTIAL DOCUMENT, ALL RIGHT RESERVED
 TITLE DOC. NO. REV EFFECTIVE DATE

KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION

ATTACHMENT 1
CUSTOMER SATISFACTION FLOW CHART

START

DISTIRBUTE
CUSTOMER
SATISFACTION/
FEEDBACK SURVEY
FORM TO CLIENT, 2
MONTH BEFORE
NEXT
MANAGEMENT
REVIEW

FOLLOW UP TO
CLIENT TO SEND
BACK, MAX. 1
MONTH AFTER
SUBMITTED

AFTER RETURN, BD
MANAGER SUBMIT
TO QHSE MANAGER
CUSTOMER
SATISFACTION/
FEEDBACK SURVEY
ANY NO
CUSTOMER
COMPLAIN?

YES

CONTINUE TO
CORRECTIVE &
PREVENTIVE ACTION
PROCESS CAST/II/
CORRECTIVE ACTION SM-01/04
REPORT

REVIEW (AS AN
INPUT) IN
MANAGEMENT
REVIEW MEETING

FINISH

THIS PROCEDURE IS INVALID WITHOUT COVER PAGE AND SIGNATURE AND COMPANY STAMP LEFT BLANK.

© PT. CAST INSPECTION & ENGINEERING BATAM Page 7 of 9

CONFIDENTIAL DOCUMENT, ALL RIGHT RESERVED
 TITLE DOC. NO. REV EFFECTIVE DATE

KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION

ATTACHMENT 2
CUSTOMER SATISFACTION / FEEDBACK SURVEY
CAST/IV/SM/17-01

THIS PROCEDURE IS INVALID WITHOUT COVER PAGE AND SIGNATURE AND COMPANY STAMP LEFT BLANK.

© PT. CAST INSPECTION & ENGINEERING BATAM Page 8 of 9

CONFIDENTIAL DOCUMENT, ALL RIGHT RESERVED
 TITLE DOC. NO. REV EFFECTIVE DATE

KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION

ATTACHMENT 3
ANALISA KEPUASAN PELANGGAN
CAST/IV/SM/17-02

ANALISA KEPUASAN PELANGGAN

CUSTOMER SATISFACTION FORM

Jumlah Responden =………

Total of Respondents

Jumlah Respon Responden =……..

Total of Response Respondents

% Respon =………
%Response

Indikator Akumulasi Respon Akumulasi (%)

Indicator Accumulation Response Respon (%)

Kualifikasi Personnel
Personnel Qualified
Performance of Personnel
Performance of Personnel
Pengiriman tepat waktu
On Time Delivery
Fasilitas dan peralatan sesuai dengan kebutuhan
Facilities and Equipment are fit to requirement
Kesehatan dan Keselamatan dan lingkungan Kerja yang baik
A good concern in health, safety and environment aspect
Harga yang bersaing
Competitive Price
Legend: ≤ 50%: CAR Issued, 51% -70%: Need Improvement, 71%-100%: Excellent

Kesimpulan :
Conclusion

Saran perbaikan :
Suggestion of Improvement

Prepared by: Verified by: Acknowledge by:

Date: Date: Date:

THIS PROCEDURE IS INVALID WITHOUT COVER PAGE AND SIGNATURE AND COMPANY STAMP LEFT BLANK.

© PT. CAST INSPECTION & ENGINEERING BATAM Page 9 of 9

CONFIDENTIAL DOCUMENT, ALL RIGHT RESERVED