INTEGRATED INDUSTRIES L.L.C Doc. Ref.

No : 2I-SMF-QSP-11

(SMF Division) Rev.No & Date :00/ 10.06.13

Procedure for Customer Issue No & Date :01/ 10.06.13

Satisfaction and Customer Page 1 of 5

Complaint

Procedure for Customer Satisfaction and

Customer Complaint
In Compliance With ISO 9001:2008 QMS

Copyright
The copyright of this procedure, together with all confidential information contained herein is the sole
property of Integrated Industries L.L.C ( SMF).

It may be copied in full or in parts only by the Management / personnel and only for the purpose of
Company related activities. Disclosure of any information contained within this procedure to any person
(s) outside the employee of company without written permission of the General Manager or the MR is
strictly prohibited.

Prepared By Reviewed By Approved By

Mr. Javid Hussain Mr. Senthil Mr. Bilal

Sales Manager Management Representative General Manager

 INTEGRATED INDUSTRIES L.L.C Doc. Ref. No : 2I-SMF-QSP-11

(SMF Division) Rev.No & Date :00/ 10.06.13

Procedure for Customer Issue No & Date :01/ 10.06.13

Satisfaction and Customer Page 2 of 5

Complaint

REVISON MATRIX

Current
Latest Approved
Revision Date Nature of Revision Reviewed by
Revision no By
Number
00/01 10.06.13 Original Issue 00 MR GM
 INTEGRATED INDUSTRIES L.L.C Doc. Ref. No : 2I-SMF-QSP-11

(SMF Division) Rev.No & Date :00/ 10.06.13

Procedure for Customer Issue No & Date :01/ 10.06.13

Satisfaction and Customer Page 3 of 5

Complaint

CONTENTS

1 PURPOSE

2 SCOPE

3 DEFINITIONS & ABBREVIATIONS

4 RESPONSIBILITIES

5 PROCEDURE

6 REFERENCES / RELATED DOCUMENTS

7 RECORDS
 INTEGRATED INDUSTRIES L.L.C Doc. Ref. No : 2I-SMF-QSP-11

(SMF Division) Rev.No & Date :00/ 10.06.13

Procedure for Customer Issue No & Date :01/ 10.06.13

Satisfaction and Customer Page 4 of 5

Complaint

1.0 Purpose
The purpose is to increase customer satisfaction & resolve customer complaints. It describes the
methods for measuring, monitoring and interpreting customer expectation to determine whether 2I-SMF
is meeting customer requirements.

2.0 Scope
This procedure applies to all customer-related communication and correspondence regarding projects
and service provisions.

3. 0 Definitions and Abbreviations

SM – Sales Manger
GM- General Manager

4.0 Responsibility
SM is responsible for the overall communication and ultimate satisfaction of the customer. GM is also
responsible to explore business, in coordinating with other departments while interacting with
customers from order inquiry to task accomplishments.
Sales department is responsible for getting Customer Feedback, follow-up of orders up to their
satisfaction level.

5.0 Procedure

5.1 Customer Feedback

Sales department send the customer satisfaction form to all major the customers to acquires their
feedback at the end of every project or at least once in a Year for continual improvement of the
project/ product/process/service quality, lead/transition time (delivery status). Such feedback is
recorded in Customer Appraisal Form.
The Customer Appraisal Form consists of various parameters classified on basis of Quality, Delivery,
Price and Service. Each parameter carries mark for 1 to 10, the higher the Number, the Higher the
Value. Customer select a suitable Number based on 2I-SMF’s overall service to them and also gives
suggestion in the suggestion column of the Customer Appraisal Form.
 INTEGRATED INDUSTRIES L.L.C Doc. Ref. No : 2I-SMF-QSP-11

(SMF Division) Rev.No & Date :00/ 10.06.13

Procedure for Customer Issue No & Date :01/ 10.06.13

Satisfaction and Customer Page 5 of 5

Complaint

Any or negative remarks or feedback regarding product/service quality, communication level and
delivery status are considered as non-conformities and are dealt as per Procedure for Corrective &
Preventive Action- 2I-SMF-QSP-014.

5.2 Analysis of Customer Feedback

The analysis of customer feedback is done by the Sales Development department with the help of GM/
MR through categorically evaluation and the analysis will be recorded in the Customer Appraisal Form.
Customer feedback are analysed using Bar / Line charts on both Parameter and Customer wise to get
the information on Strength and Weakness. The overall higher valued Parameter is considered as the
Strength of 2I-SMF. The overall lower valued parameter is considered as weakness/ Threat for 2I-SMF
and a new Objective will be set on this parameter to improve further in future.
Customer Feedback and resultant analysis are regularly discussed as the agenda of Management
Review Meetings.

5.3 Customer Complaint receipt & CAPA

Customer complaints received during projects are received by the Sales Department and recorded in
the Customer complaint & Analysis Report. All modes of customer complaints are recorded in
Customer complaint & Analysis Report and the necessary evidence for the receipt of complaints are
maintained. Major complaints are taken into the notice of GM, while minor and small complaints are
resolved by SM.
Proper root cause will be identified by the concerned department and necessary corrective action and
preventive action will be taken as per the procedure 2I-SMF-QSP-014, to eliminate such complaints in
future. The effectiveness of the corrective and preventive actions (CAPA) is verified by GM/SM before
closing of the complaints. The complaint will remain open, if the effectiveness of the CAPAP found not
satisfactory, and will be closed after achieving the effectiveness. Status of customer complaints are
being monitored and discussed in the Management Review meeting.

6.0 References / Related Document

• Procedure Corrective & Preventive Action – 2I-SMF-QSP-14

7.0 Records
• Customer Appraisal Form – Form MKT/04
• Customer Complaint Register –Form MKT/05