ISO9001：2015客户满意度管理程序英文版.pdfVIP

BMS.0912 R0 Business Management System - Client Satisfaction Page 1 of 2 1 Purpose 1.1 The purpose of this section is to define MAS Solutions ’ relating to client perception, and the use of this information to determine whether our products and services have met client expectations, including those that sometimes exceed contractual requirements. 2 General 2.1 MAS’ Management Representative shall be responsible for the collection and analysis of client feedback information. 2.2 MAS’ primary method of measuring client satisfaction is through the use and analysis of both Client Meeting Reports (Form QSD.005) and Project Closeout Reports (Form QSD.006), which are distributed by MAS to clients on a per-meeting or per-project basis respectively, usually by the assigned consultant or auditor. 2.3 Other methods used to determine client perception / client satisfaction include other direct communications with the client, including recommendations, awards and complaints. Feedback from project closeout review meetings, with both client and major subcontractors in attendance may also be considered as part of this measurement. 3 Collection 3.1 Client feedback is logged by the Office Manager and reviewed by the Management Representative upon receipt, with reporting on feedback results performed on a quarterly basis. These reports are then used to initiate action(s) as necessary to either remedy client dissatisfaction or further improve client satisfaction. 3.2 A summary of these reports is also included as part of MA