Title QUALITY MEASUREMENT

PROCEDURE

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Document Title:

QUALITY MEASUREMENT PROCEDURE

Document Number:

XXX-QMS-PR-XXX

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 Title QUALITY MEASUREMENT
PROCEDURE

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Page
TABLE OF CONTENTS Number
1.0 PURPOSE 3
2.0 SCOPE 3
3.0 DEFINITIONS 3
4.0 RESPONSIBILITIES 3
5.0 PROCEDURE DETAILS 3
5.1 General 3
6.0 RECORDS 4
7.0 FORMS 4

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1.0 PURPOSE

This document aims to establish a method of procedure to document and monitor the quality of work
that COMPANY undertakes. Likewise, this will also help determine if the quality objectives are met
in relation to the work performed by the company to achieve total customer satisfaction.

In order to verify the quality of our service to the customers the company will rely on the following
sources of information:
a. Review of contractual requirements
b. Regular Satisfaction feedback monitoring (Customer feedback and complaints)

2.0 SCOPE

This procedure applies to all customers of COMPANY.

3.0 DEFINITIONS

None

4.0 RESPONSIBILITIES

Engineering Manager/ It is the responsibility of the Process Owner to ensure the compliance
Process Owner of the procedure and review the contractual requirements received
from the customers to determine and guarantee that the customer’s
needs and expectations will be met.

5.0 PROCEDURE DETAILS

5.1 General

5.1.1 All customers purchase order will be reviewed and contract review will be conducted
to ensure that the customer’s requirements are determined and addressed.

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The review will confirm the following criteria:

a. Whether the contract is able to satisfy proposed technical and logistical
requirements.
b. Applicable government regulatory requirements
c. Terms and conditions of payment.
d. Target Costs

5.1.2 If appropriate, after every completion of a project or a contract, the Project Manager
can request the customer to complete a Customer Feedback Form. Aimed to obtain
the feedback with regards to performance and satisfaction for the services rendered
to the customer.
5.1.3 COMPANY will review customer quality data (corrective actions, customer feedback
and complaints) to monitor the quality of work or service we offer to our customers.
5.1.4 All customer raised complaints will be resolved and appropriate action will be taken
to correct the issue. Likewise, all of these actions and complaints will be documented.
5.1.5 Alternatively, correspondence from emails, meeting minutes, punch-list monitoring
and others where praise and complaints are present relevant to the service and
personnel of our company will also be kept to assess the client’s satisfaction.
5.1.6 Any request by the customer which involves improvement to our services will be
forwarded to the General Manager and Quality Management Representative for
review.

6.0 RECORDS
Customer complaints will be documented in the Customer Complaints Form. The storage and
retention period of these records will be in accordance to the Control of Quality Records Procedure
COMPANY-QMS-PR-001.

7.0 FORMS

a. COMPANY-QA-FM-08 - Customer Feedback Form

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