Customer feedback

many may wonder how this impacts safety. But customer feedback has proven to significantly impact how well companies operate, not just outwardly to them, but also internally. Customers can help serve as eyes and ears toward safety, and their feedback improves safety. This section details how customer data are solicited, analyzed, trended, tracked, and then fed back into the SMS. 

Part II of the SSPP is the operational safety requirements, procedures, and plans. Large, complex organizations and operations may wish to publish this as a separate, stand-alone document(s). A small operation can incorporate this into the single program management plan. 

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In order to become a world class producer you may need to reduce nonconformities, improve customer feedback, improve skill training, improve product reliability, reduce quality costs, etc. 

Collect and analyze customer feedback, particularly complaints to target areas for improvement. 

Conduct customer focus meetings to gather opinion and recommendations for action, using data gathered from questionnaires and periodic customer feedback. 

To determine trends in customer satisfaction and dissatisfaction you will need to make regular surveys and plot the results, preferably by particular attributes or variables. The factors will need to include quality characteristics of the product or service as well as delivery performance and price. The surveys could be linked to your improvement programs so that following a change, and allowing sufficient time for the effect to be observed by the customer, customer feedback data could be secured to indicate the effect of the improvement. 

There is also merit in preparing a customer feedback procedure rather than limiting the procedure to complaints. Your staff should be informed of the compliments made by customers as well as the complaints, because it improves morale. 

For a system to work effectively, users must accept it and contribute to its continuous improvement. For this reason you should consider obtaining "customer feedback" on a PSM system after it has been installed and has been operating for a short time. 

Don t rely on informal customer feedback. Deliberately seek out feedback using a structured and professionally designed survey tool. 

This element addresses the interfaces with the ultimate customer from product specification to customer feedback. For ESH/PSM this may include an understanding of the sophistication of the customers in terms of ESH/PSM issues, and their degree of reliance on the supplier for various information and services. 

Monitoring and Measurement (customer feedback, internal audits, process monitoring, finished product release)... 

Changes take place in the laboratory system to take into account customer feedback and/or laboratory and office feedback. This could be after the completion of the work or as a result of the internal audit. Management review will evaluate the whole system and provide resource to enable changes to take place, e.g. 

The agenda of the management review meetings is based on follow-up actions from previous reviews, proposed and planned changes to inculcate further improvement, customer feedback resulted through effective communication and results of the previous audits, and the corrective and preventive action taken. 

Figure 7.1 Customer feedback form Accor Hotels Australia...

At this stage, the team is required to get target customer feedback and/or testing of the product If the project s target customer is a customer of a business, feedback should come from the actual end-user of the product. 

The supervisor is not the only person who can coach an employee. Coworkers, other supervisors, and even customers can often be in a good position to compare the employee s performance to establish standards and then give helpful feedback. Such coaching opportunities can be part of a planned coaching or customer feedback process or can occur spontaneously as a result of the employee asking these people for input. 

Scenario A highly renowned culinary school wants to appeal to future chefs who might not be able to afford going to school full time for two years. It develops a hybrid course that features online instruction for the first and third semesters, with hands-on semesters at the school in between. Prior to launch, the school runs a pilot to work out the kinks in their V-Chef course, and to gather initial customer feedback. 

Input from internal and external stakeholders is also critical to continuous improvement and our continued success. GSK actively seeks stakeholder involvement for its Plan for Excellence and its Corporate Social Responsibility initiatives. In addition, customer feedback is routinely obtained and helps to focus attention on issues that affect the public through the consumption of GSK products. GSK has also published reports of its EHS performance since 1992 and has continued to develop and enhance its reporting to align with many of the features recommended by the Global Reporting Initiative. 

Customer Evaluation Testing. Customer evaluation testing allows the testing and receiving laboratories (the expected customers) to check whether a method performs adequately for its intended purpose. This evaluation should consider the specific country s compliance requirements with respect to the analytical methods. The customer evaluation permits direct customer feedback to the development lab prior to validation studies. 

Usually information about customer needs may be delivered by sales and marketing. Typically, they rely on analyses of customer feedback and predictions for the future. These remain important sources of information for new product development. From this kind of information, the company may redesign existing products or decide to develop a new one. The design effort has to take place concurrently, with many experts involved representing various areas of expertise and parties that collaborate through the system. The supply chain companies may also participate if necessary. 

The Pareto chart is a tool to help focus quality improvement efforts. It is useful whenever general classifications of problems, errors, defects, customer feedback, and so on can be classified for further study and actions. Often a few (the vital few ) classifications dominate the problem of interest while all the rest (the useful many ) contribute only a small proportion. To improve a process, it is important to find out which are the vital few problem areas. 

Top management shall review the quality management system at prescribed intervals to ensure its continuing effectiveness. These reviews shall include results of audits, customer feedback, process performance and product conformance, status of corrective and preventive actions, and changes that could affect the quality management system. 

Promotional Plan based on internal data and customer feedback... 

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