REF NO PT/02

DIGVIJAY INDUSTRIES PROCESS TURTLES REV NO 00

DATE 11.01.2016

MARKETING PROCESS
Material Resources Process Risks for Human Resources/ Competency
Communication Channel with customer email,
telephone etc. Company, System, Product, Interfaces Product & process Knowledge,
Computer Network Marketing Process Marketing skills
Product Catalogue Instrument and Equipment Failure Communication Skills
Failure of network, Presentation Skills
wrong analysis, failure of communication channel, Negotiation Skills

lack of knowledge about customer Spec. Requirement,

Training ineffectiveness,
Dissatisfied customer,
Increase in quality cost,
Increased response time,
unsatisfied customer ratings
Inputs Number of repeted issues. Outputs
Market analysis report Delay in delivery New Orders & OA
Customer new enquiry / Quotation / Purchase Order failure in previous revision status Manufacturing plan,
Customer specific requirements No corrective action plan Increased demand
Customer schedules No proper communication Dispatch plans,
Ensure adherence to customer specific requirement Approval for acceptance of PO
Process, Effectiveness, Efficiency Indicators Documentation, Records, Tools
Customer delivery rating Specification
Customer satisfaction New Enquiry feasibility
Customer complaints Product catalogue

DESIGNATION Prepared by MARKETING Approved by MP

SIGNATURE
 REF NO PT/05
DIGVIJAY INDUSTRIES PROCESS TURTLES REV NO 00
DATE 11.01.2016

CUSTOMER SATISFACTION
Material Resources Process Risks for Human Resources/ Competency
Data Analysis Tools Company, System, Product, Interfaces Product & process knowledge
Computer, Communication Channel Communication channel
Customer Satisfaction
Failure of network,
wrong analysis, failure of communication channel,
lack of knowledge about customer Spec. Requirement,
Training ineffectiveness,
Dissatisfied customer,
Increase in quality cost,
Inputs Increased response time, Outputs
Competitor information unsatisfied customer ratings Customer delight
Ensuring fulifilment of Customer Specifc req. Management Decisions
Query handling Customer feedback mail
Ensuring quick response Changes in action report
Resolution of customer complaints
Customer feedback
Process, Effectiveness, Efficiency Indicators Documentation, Records, Tools
Customer delivery rating Risk Assessment chart
Customer satisfaction Customer Satisfaction survey report
Customer Feedback Customer complaints
Customer Complainants Customer Supplier rating

DESIGNATION Prepared by MARKETING Approved by MP

SIGNATURE
 REF NO PT/04
DIGVIJAY INDUSTRIES PROCESS TURTLES REV NO 00
DATE 11.01.2016

CUSTOMER COMPLAINT HANDLING

Material Resources Process Risks for Human Resources/ Competency
Correspondence Company, System, Product, Interfaces Skill matrix of personnel
Computer network, Communication skills
Customer complaint handling
Data Analysis Tools, Product & Process knowledge
Communication chanel eg: E-mail, Phone Call,
unsatisfactory customer ratings

Failure of network,
Wrong analysis, failure of communication channel, lack
of knowledge about customer Spec
Requirement
training ineffectiveness
Dissatisfied customer
Increase in quality cost
Inputs Increase response time Outputs
Defective parts, Management decisions
Customercomplaint /rejection & analysis Review records,
record,
Ratings from customer Corrective action reports,
Corrected documents, counter measure
report,
Customer delight

Process, Effectiveness, Efficiency Indicators Documentation, Records, Tools

Customer satisfaction Customer specification

Customer complaints Procedure for customer complaint handling
Control NC product procedure
CA procedure
Product calalogue

DESIGNATION Prepared by MARKETING Approved by MP

SIGNATURE