INFORMATION (Procedures, WHO participates in this process?

methods, forms, information, and so on)  Customer service representative

 QP-03—Customer satisfaction  Sales manager (distributes
data surveys)
 Customer survey form  Quality manager (reviews results,
 Customer score cards initiates action where required,
 Customer visit reports from sales tracks status of associated CARs)
 Analysis of returned goods  Management review team
(reviews customer satisfaction
data)

OUTPUTS:
 Improvement in our ability to
PROCESS:
meet customer requirements
Customer satisfaction
RECORDS:
OWNER:
 Customer survey results
Sales manager
 Sales representatives’ customer
visit reports
 Customer score card ratings
 Customer complaints
 Associated CARs

With WHAT? (Machines, tools, parts,

equipment, hardware, software, and so
on) What METRICS are maintained to
 Website used to gather customer determine process effectiveness?
surveys  Customer satisfaction ratings
 Software used to track corrective  Customer complaints
action  Warranty costs
 Repeat business