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KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION
REVISION HISTORY
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KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION
DISTRIBUTION LIST
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KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION
CONTENTS LIST
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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
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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
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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
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KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION
ATTACHMENT 2
CUSTOMER SATISFACTION / FEEDBACK SURVEY
CAST/IV/SM/17-01
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KEPUASAN PELANGGAN
CAST/II/SM/17 08 04 December 2017
CUSTOMER SATISFACTION
ATTACHMENT 3
ANALISA KEPUASAN PELANGGAN
CAST/IV/SM/17-02
% Respon =………
%Response
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
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