HA 1 Stop Rigid Box Manufacturer Sdn. Bhd.

Standard Operation Procedure

Effective
Customer Satisfaction Doc. No. SOP-SL-03 01/03/17
Date
process Revision 00 Pages 1 of 2

Revision History Table

Rev. No. Rev. Date Changes Description Author

- - Initial Release HP Lai

 Customer Satisfaction Document No. SOP-SL-02 Effective Date 01/03/17
process Revision 00 Pages 2 of 2

Responsibilities Process Flow Description Quality Records

1. InitiateInitiate
customer satisfaction survey at least  Customer
onceCustomer
yearly. Satisfaction
Survey [SL-02]
2. Issue Survey
the SL-02 to the selected top 3
customer based from the annual sales
turnover either by fax or email.
Customer Service
Coordinator 3. Follow up for feedback from the concern
customer.
4. The survey is monitored based on the following
aspects;
Quality; On time Delivery; Customer Service; and
Technical Assistance

5. Upon received the survey, analyze the obtain

QMR, Sales/ data and compile into the executive summary  Customer
Marketing Review for presentation during the management Satisfaction
Manager, General review. Survey [SL-02]
Manager 6. Initiate Improvement meeting to identify the  Meeting Minutes
weak point and identify improvement plan

7. Compile the entire analysis outcome and  Customer

Management submit for review during the Management Satisfaction
Review
Sales/ Marketing Review Meeting. Survey [SL-02]
Manager 8. File and maintain all the customer satisfaction
survey form accordingly as per QSP – 02,
Control of QMS Records procedure.

Prepared by Review by Approved by

Date : Date: Date: