SPI/QSP/15/CFH

QUALITY SYSTEM PROCEDURE Issue: C

Rev. No: 01
Date: 30.12.2020
CUSTOMER COMMUNICATION AND SATISFACTION
Page 1 of 3

1.0 Purpose
This procedure provides SRI PANDIYAN INDUSTRIES will maintain a focus on its customers, the
very foundation of our business. We will strive to meet or exceed customer expectations,
and ensure that there is clear communication between the customer and SRI PANDIYAN
INDUSTRIES Requests for information or complaints will be promptly responded to.
2.0 Application
This procedure applies and to communicate and improve the customer satisfaction
level
3.0 Responsibility
Roles, Responsibility and Authority for various activities of ‘Customer Support team and
new product team, quality control executive.

4.0 Terms and definitions

Nil
5.0 Procedure:
5.1 Product information will be presented through a public web site, from which
customers may download product information and announcements and request
samples; through visits to customers or visits by customers; or by direct mailings
or telephone contact.
5.2 Any employee who has direct communication with customers will be aware of the
formal complaint handling systems (Customer Corrective Action Requests) and the
returned material authorization (RMA) system.
5.3 The RMA system will be documented. The QA department shall produce reports to
track complaints and cycle times of responses to customers. See SPI/QSP/21 for
detailed requirements.
5.4 Corrective action requests from customers shall take priority over other planned
activities and must receive immediate attention.
5.5 All customer requests for specification reviews will be handled using the formal
specification review system described in the Contract Review Procedure.
SPI/QSP/21/CR.
6. Product changes requiring customer notification will be handled through the formal
Product Change Notification procedure before shipments are made.
7. The Customer Support department is chartered to handle all requests from
customers regarding placement of orders, changes to orders, status of orders,
delivery issues, customer disruptions including returns, or general queries for
information.

SRI PANDIYAN INDUSTRIES

 SPI/QSP/15/CFH
QUALITY SYSTEM PROCEDURE Issue: C
Rev. No: 01
Date: 30.12.2020
CUSTOMER COMMUNICATION AND SATISFACTION
Page 2 of 3

8. Data pertinent to customer satisfaction or dissatisfaction will be tracked by the

Customer Support and/or Customer Quality Department and used as opportunities for
continual improvement. Such data will form a part of the input to the Quality
Management Review. Departments/employees involved in customer satisfaction or
dissatisfaction will be informed of details for proper corrective and preventive action
9. Customer score card/Customer satisfaction report to be followed every month.
Responsibility Qms coordinator by mail or by visit before 15 th on the month for
particular month.
6.0 Associate Procedure
2) Corrective Action Procedure
4) Customer Returns Analysis Procedure
7.0 Changes

Required changes of this Procedure have to be directed in writing to the team leader of
this Procedure. Such change requests will be discussed within the team and in case of
improvement implemented into the Procedure. The changes have to be described in the
revision sheet. Responsible for documentation and change of the Procedure on the sheet
“Revision” is the team leader.

8.0 Distribution
After release by the QMS Co-Ordinator this Quality System Procedure will be released with
controlled copy to related department as per the distribution list of documents by QMS
Co-Ordinator.
9.0 Revisions
Sl:
Revision Date Description of change
No
1 C/00 01.12.2018 New Release for IATF 16949:2016 Standard

2 C/01 30.12.2020 Page No 2 of 2 Revised.

Revisions authorized by:

Prepared: _____________________________ _______________________________________________________________________________________________________________

Date QMS Co-Ordinator

Approved: ___________________________ _______________________________________________________________________________________________________________

SRI PANDIYAN INDUSTRIES

 SPI/QSP/15/CFH
QUALITY SYSTEM PROCEDURE Issue: C
Rev. No: 01
Date: 30.12.2020
CUSTOMER COMMUNICATION AND SATISFACTION
Page 3 of 3

Date Proprietor

SRI PANDIYAN INDUSTRIES