1 of 4 CUSTOMER SATISFACTION

DOCUMENT NUMBER CLASSIFICATION DOCUMENT LEVEL REVISION NUMBER ISSUE DATE PREPARED BY APPROVAL
TECHNICAL ADVISORY MFG
GL-WFT-SC-L4-38 CONTROLLED L4 Process Realization A 10 March 2017
COMMITTEE FOR MFG APPROVAL BOARD

TABLE OF CONTENTS

Part Description
1.0 Purpose
2.0 Scope
3.0 Responsibilities
4.0 Procedure
5.0 References and Records
6.0 Document Change Record

©2016 WEATHERFORD ALL RIGHTS RESERVED PROPRIETARY AND CONFIDENTIAL.

THIS DOCUMENT IS COPYRIGHTED AND CONTAINS VALUABLE PROPRIETARY AND CONFIDENTIAL INFORMATION, WHETHER PATENTABLE OR UNPATENTABLE, OF
WEATHERFORD. RECIPIENTS AGREE THE DOCUMENT IS LOANED WITH CONFIDENTIAL RESTRICTIONS, AND WITH THE UNDERSTANDING THAT NEITHER IT NOR THE
INFORMATION CONTAINED THEREIN WILL BE REPRODUCED, USED OR DISCLOSED IN WHOLE OR IN PART FOR ANY PURPOSE EXCEPT AS MAY BE SPECIFICALLY AUTHORIZED
IN WRITING BY WEATHERFORD.
 2 of 4 CUSTOMER SATISFACTION
DOCUMENT NUMBER CLASSIFICATION DOCUMENT LEVEL REVISION NUMBER ISSUE DATE PREPARED BY APPROVAL
TECHNICAL ADVISORY MFG
GL-WFT-SC-L4-38 CONTROLLED L4 Process Realization A 10 March 2017
COMMITTEE FOR MFG APPROVAL BOARD

1.0 Purpose

The purpose of this procedure is to document the procedure for measuring customer satisfaction.
This procedure addresses the frequency of measurement, obtaining customer feedback, key
performance indicators (KPIs), and other information that Weatherford uses to determine whether
the organization has satisfied customers in meeting identified requirements.

2.0 Scope

The requirements described in this procedure apply to Weatherford manufacturing locations with
API Q1 certification and/or API Product Licensure and can be used by other facilities to evaluate
customer satisfaction.

3.0 Responsibilities

The global quality assurance management group is responsible for ensuring this procedure is
maintained. The site top management and the site management representative are responsible
for ensuring this procedure is implemented, understood, complied with, and communicated.

3.1 Definitions:

Customer Satisfaction: Customer’s perception of the degree to which the customer’s

requirements have been fulfilled.

Customer Satisfaction Survey: Process of discovering whether or not a company's customers

are happy or satisfied with the products or services received from the company.

KPI (Key Performance Indicator): a type of performance measurement an organization may

use to evaluate its success, or to evaluate the success of a particular activity in which it is
engaged.

4.0 Procedure

4.1 Translation of customer’s (internal and external) needs and expectations can be accomplished
but not limited via the following:
 Sales Orders
 Contract Review
 Contact with Customer for clarification
 Engineering Drawings
 Quality Plans
 Work Orders
 Customer Satisfaction Surveys (including customer complaints)

©2016 WEATHERFORD ALL RIGHTS RESERVED PROPRIETARY AND CONFIDENTIAL.

THIS DOCUMENT IS COPYRIGHTED AND CONTAINS VALUABLE PROPRIETARY AND CONFIDENTIAL INFORMATION, WHETHER PATENTABLE OR UNPATENTABLE, OF
WEATHERFORD. RECIPIENTS AGREE THE DOCUMENT IS LOANED WITH CONFIDENTIAL RESTRICTIONS, AND WITH THE UNDERSTANDING THAT NEITHER IT NOR THE
INFORMATION CONTAINED THEREIN WILL BE REPRODUCED, USED OR DISCLOSED IN WHOLE OR IN PART FOR ANY PURPOSE EXCEPT AS MAY BE SPECIFICALLY AUTHORIZED
IN WRITING BY WEATHERFORD.
 3 of 4 CUSTOMER SATISFACTION
DOCUMENT NUMBER CLASSIFICATION DOCUMENT LEVEL REVISION NUMBER ISSUE DATE PREPARED BY APPROVAL
TECHNICAL ADVISORY MFG
GL-WFT-SC-L4-38 CONTROLLED L4 Process Realization A 10 March 2017
COMMITTEE FOR MFG APPROVAL BOARD

4.2 Customer Satisfaction Measurement

Measurement of Customer Satisfaction can be accomplished by one or more of the following:

4.2.1 Customer Satisfaction Surveys shall be distributed, collected, and analyzed on an annual basis
as a minimum in accordance with procedure GL-WFT-SC-L4-37 Analysis of Data. This
information is used as key performance indicator (KPI) to determine that the Weatherford site has
satisfied the customer’s requirements based on the customer’s perception.

4.2.2 Repetitive Customer Orders.

4.2.3 On-Time-Delivery.

4.2.4 Number of Customer Complaints (including customer perception from Customer Satisfaction
Surveys).

4.2.5 Warranty cost / PONC / cost of failures;

4.2.6 Other measurable information relating to customer satisfaction.

4.2.7 The organization will monitor the requirements listed within this procedure through KPIs,
surveillance and internal management system audits.

4.3 Records

Records of the results of customer satisfaction information shall be documented, maintained and
included in the Management Review.

5.0 References and Records

5.1 References

 GL-WFT-SC-L4-26 Control of Records Procedure

 GL-WFT-SC-L4-37 Analysis of Data
 GL-WFT-SC-L4-27 Corrective Action Procedure
 GL-WFT-SC-L4-28 Preventive Action Procedure
 Weatherford’s Performance Tracking System

5.2 Records

Records of customer feedback and customer satisfaction shall be controlled and maintained in
accordance with procedure GL-WFT-SC-L4-26 Control of Records.

©2016 WEATHERFORD ALL RIGHTS RESERVED PROPRIETARY AND CONFIDENTIAL.

THIS DOCUMENT IS COPYRIGHTED AND CONTAINS VALUABLE PROPRIETARY AND CONFIDENTIAL INFORMATION, WHETHER PATENTABLE OR UNPATENTABLE, OF
WEATHERFORD. RECIPIENTS AGREE THE DOCUMENT IS LOANED WITH CONFIDENTIAL RESTRICTIONS, AND WITH THE UNDERSTANDING THAT NEITHER IT NOR THE
INFORMATION CONTAINED THEREIN WILL BE REPRODUCED, USED OR DISCLOSED IN WHOLE OR IN PART FOR ANY PURPOSE EXCEPT AS MAY BE SPECIFICALLY AUTHORIZED
IN WRITING BY WEATHERFORD.
 4 of 4 CUSTOMER SATISFACTION
DOCUMENT NUMBER CLASSIFICATION DOCUMENT LEVEL REVISION NUMBER ISSUE DATE PREPARED BY APPROVAL
TECHNICAL ADVISORY MFG
GL-WFT-SC-L4-38 CONTROLLED L4 Process Realization A 10 March 2017
COMMITTEE FOR MFG APPROVAL BOARD

6.0 Document Change Record

Revision Parts
Effective Date Responsible Change Description
Number Affected
Approval
A 10 March 2017 All New Standardized Global Procedure
Board for Mfg.

©2016 WEATHERFORD ALL RIGHTS RESERVED PROPRIETARY AND CONFIDENTIAL.

THIS DOCUMENT IS COPYRIGHTED AND CONTAINS VALUABLE PROPRIETARY AND CONFIDENTIAL INFORMATION, WHETHER PATENTABLE OR UNPATENTABLE, OF
WEATHERFORD. RECIPIENTS AGREE THE DOCUMENT IS LOANED WITH CONFIDENTIAL RESTRICTIONS, AND WITH THE UNDERSTANDING THAT NEITHER IT NOR THE
INFORMATION CONTAINED THEREIN WILL BE REPRODUCED, USED OR DISCLOSED IN WHOLE OR IN PART FOR ANY PURPOSE EXCEPT AS MAY BE SPECIFICALLY AUTHORIZED
IN WRITING BY WEATHERFORD.