1. SCOPE
To ascertain that customer needs are correctly understood, documented, and communicated to all concerned for necessary action.
2. PURPOSE
This procedure ensures that the customer requirements are determined and met with the aim of enhancing customer satisfaction.
3. REFERENCE DOCUMENTS
3.1 XXX Quality Manual,
3.2Customer Related Processes.
3.3 Procedure for Correction and Corrective Action.
3.3 Procedure for Control of Documented Information
3.4 Procedure for Manufacturing.
3.3 Procedure for QA
3.4 Procedure for Monitoring and Measurement of customer satisfaction.
4.TERMS & DEFINITIONS
4.1 Customer – is defined as the organization or its employee(s), regardless of the person’s title, who issued the order to our Company. This is also the organization that makes payments to our Company for services/products delivered.
5.0 RESPONSIBILITY AND AUTHORITY
The sales manager is responsible for recording, acting upon, and communicating to the customer on all complaints received. PROD, QA, PD, and all other concerned Depts are responsible to assist the sales Dept when required.
6.0 DETAILS OF PROCEDURE
6.1 Contract Review is carried out before submission of an offer, again after receipt of order, before its acceptance, and in case of any amendments.
6.2 REVIEW AT OFFER STAGE
6.2.1 On receipt of verbal / written inquiry, HOD SALES scrutinizes the same and assigns it to an individual or group for study, if necessary.
6.2.2 Enquiry is studied with the help of the quotation form for ensuring the availability of complete information on the following:
- Technical requirements.
- Commercial requirements.
- Infrastructure and capability to meet specified requirements.
- Extent of traceability, if specified.
- Applicable Indian / International regulatory requirements.
- Records requirements.
- Requirement not stated but expected by customer.
Note: Quotation form may change with respect to customer requirements.
6.3.3 If in the study, the customer’s specifications are found to be unclear or incomplete, clarifications are sought.
6.3.4 If specifications are complete and all required information is available with sales, a techno-commercial offer, clearly bringing out the deviations, if any, from customer specification, is prepared and submitted by sales.
6.3.5 If any information which is required to submit a clear offer is not available with sales, it obtains a clarification from concerned depts like PD, ADMN, QA, PROD either by consultation or a formal meeting or internal correspondence before submission of the offer. Records of agreements received are recorded by sales in the customer file.
6.3.6 Revisions to specified requirements or offered terms are effected either through MOM, correspondence or revised offer.
6.3.7 In case of inquiries from regular or repeat customers, above steps may not arise.
6.4 REVIEW AT ORDER STAGE.
6.4.1 When a verbal / documented order is received, it is scrutinized with reference to quotation with the help of a Sale Order / Work Order to ensure that it is in line with the commitments made.
6.4.2 If any deviations are found which are not acceptable, they are resolved with the customers and amendments obtained.
6.4.3 Where necessary, dept/inter-dept reviews are again conducted to reconfirm all points.
6.4.4 Acknowledgment of order (AO) is released to the customer.
6.5 If any modification to the original order is received from the customer the contract review is again done to the extent necessary and agreed with the customer through order amendment acceptance (OAA).
6.5.1 AO and OAA may change with respect to customer requirements. Accepted changes are conveyed to the concerned department by issuing amended work order containing applicable remarks.
6.6 Verbal orders are accepted for urgent requirements from regular, known customers at the discretion of HOD.
6.6.1 When accepting verbal orders it is ascertained that the customer’s requirements are clearly understood and this is recorded and communicated to the customer in the form of AO.
6.7 Monthly delivery schedule is prepared by the first working day of each month and issued to PROD Dept. concerned departments. Day-to-day operational changes are thereafter conveyed verbally / through notes and record copies are updated regularly.
6.8 The deliveries affected to the customer are reviewed regularly and changes, if any, are communicated to the customer, where applicable
6.9 Records of contract review are maintained by sales in customer-wise files.
6.10 Sales Dept maintains a customer’s directory giving details of name, address (office & works), and contact details like name and mobile numbers of chief executive and contact persons. This directory is continuously updated.
7.0 RETAINED DOCUMENTED INFORMATION
7.1 Sale / Works Order – ( QMS F 060)
7.2 Acknowledgment of Order – ( QMS F 061)
7.3 Order Amendment Acceptance – ( QMS F 062)
7.4 Customer’s Directory – ( QMS F 063)
7.5 Quotation – ( QMS F 064)
7.6 Monthly Delivery Schedule – ( QMS F 065)
