Magneti Marelli UM Electronic Systems Private Limited Doc. No.

: MKT-PR-02
Rev. No.: 01
Issue date: 08/04/2010
PROCEDURE FOR CUSTOMER SATISFACTION ASSESSMENT
Rev date: 21/05/2014
Page: 01 of 02
1.0 PURPOSE: To establish, implement and maintain a documented procedure for determining customer satisfaction level and
taking actions to enhance satisfaction level.
2.0 SCOPE: This procedure is applicable for all the Customer of the Company.
3.0 RESPONSIBILITY: HOD Sales and Marketing is overall responsible for implementation of this procedure. Respective process
owners / HODs are responsible for implementing actions to enhance customer satisfaction level.
4.0 DEFINITIONS/ABBREVIATIONS:
SQR Supplier Quality Rating
CFT Cross Functional Team
5.0 PROCEDURE / PROCESS
INPUT(S) PROCESS / ACTIVITY FLOW OUTPUT(S)

Customer Start
Satisfaction
feedback rating
from customer Collect the data in "Customer Satisfaction Report " consisting of at
least Product Quality; Delivery; Field Failures/ Warranty; Line
rejections/ Problems; Customer Notifications on Quality / Delivery
Receive factual & other CSR requirements.
data on Quality;
Delivery & other
parameters from Calculate Customer Satisfaction index on Yearly Basis
concerned
departments
Based on SQR, Feedback received from customer and internal
every month
calculation of CSI if anything below good, action plan needs to
be in place,corrective action initiated by QA team.

Customer Quality
Rating feedback
on monthly basis
as applicable
Compile Customer Satisfaction Index for all customers and
compare with Targets as decided by the Management in
Management Review / Business Plan Objectives

Identify key Dis-satisfaction Indicators based on evaluation done

Receive Annual and comparing with Dept Performances through Internal
Targets based on discussions
Management
Review, Business
Plans, objectives,
Competitors
Bench Mark (if No Customer Yes
available) from Clarifications
Top Management required ?

Meets No Discuss with Customer and

Defined clarify the doubts
Target?

Yes Call a meeting of CFT to decide the

Discuss in Management
Review Meeting for
progress on Action Plans
and also deciding either
fresh CSI targets or
sustenance for the future
specified period
cause of Problems / Dis-satisfaction
using Root Cause Analysis on
repeat problems / dis-satisfaction
indicators.
C

ISO/TS 16949:2009 APPROVED BY ISSUED BY CONTROL STATUS

Clause: 8.2.1 HEAD MARKETING MANAGEMENT REP. CONTROLLED COPY