Customer/ Buyer Feedback Process
Customer/ Buyer Feedback Process
PURPOSE:
To confirm our conversation/correspondence, this introduction letter is to give you some background information to a Audit (Auto Members Ethical Trade Audit).
A is a widely used and accepted audit methodology and report format. It has 3 elements:
- A common Best Practice Guidance on conducting ethical trade audits
- A common audit report format
- A common corrective action plan format.
To ensure that customer requirements are determined and are met with the aim of enhancing customer satisfaction.
SCOPE:
These are available to both Auto members and non-members on the public section of the GARMENTSPEDIA is designed to encompass multiple customer requirements and thus reduce duplication of effort in ethical trade auditing. Therefore if your site has had a GARMENTSPEDIA audit in the last 12 months, it is possible your customers will not require another audit immediately. If this is the case, we recommend that you contact your customers to discuss whether a new GARMENTSPEDIA audit is necessary.
This procedure applies to use of customer feedback for processes improvement.
DEFINITIONS:
Customer Feedback: It refers that are customers satisfied our product, service & other activities.
RESPONSIBILITY:
Production Manager, Manager Quality Control and Chief Quality Controllers.
PROCEDURE:
Customer feedback will be informed to all concerned departments.
Customer survey will be conducted yearly by sending questionnaire.
Customer Feedback for Running Style
Customer feedback for running style will be received by Production
Customer feedback shall be immediately directed to Chief Quality
Controller.
According to the customer satisfaction questionnaire(F-OFMA-09),
answer out of 12 questions then it will be indicate Strongly pass, if the
degree of agreement 3,2 & 1 comes 6 or 7 times answer out of 12
questions the it will be indicate fail.
When comes the degree of agreement 3, 2 & 1, which is showing the
fail criteria, then Managing Director will communicate that customer to
seek suggestion for rectifying or improving bad/worse situation or
Auto Garment will initiate action to improve the situation.
Chief Quality Controller shall study all the comments and shall inform
Production Manager to take necessary action.
Chief Quality Controller shall prepare a follow-up schedule for the
corrective action taken by the production and quality department. Result
of follow-up shall bring to Production Manager notice.
Corrective action plan with customer comments shall be submitted to
Manager Quality Control or Production Manager for approval.
Review/Check
It is normal that the most appropriate person to be our main contact is the Production Manager, Health & Safety Manager, or HR manager. These people, wherever possible, should attend the opening meeting along with any union and/or worker representatives, and these same people should attend the closing meeting at the end of the audit. Production Manager and Quality Control Manager shall review the proposed
corrective action and may prepare new action if they found that the proposed
action may not be effective.
A customer satisfaction questionnaires will be send to buyers or buyer’s representative once a year to check the satisfaction level of buyers.
Action
If you do not have a recent audit of your site, we encourage you to investigate whether all of your customers are prepared to accept a GARMENTSPEDIA audit. You may find that one audit will satisfy all. If you find that you wish to proceed with a GARMENTSPEDIA audit, the enclosed information should help you prepare. Improvement action plan shall be prepared after analyzing satisfaction Questionnaire.
