Post Sales Customer Feedback - A COP (Customer Oriented Process)?

[GoKats78]

We are struggling with this as a suggested COP. We would greatly appreciate any ideas about how to handle this.

Examples of Turtle Diagrams and Process Maps would be very helpful!

[Sam]

AIAG definitiion of a COP:
"Internal/External interface bwtween an organization and a customer."

AIAG examples of COP's:

Market Analysis/Customer Requirements
Bid/Tender
Product and Process Design
Product and Process Verification/Validatiion
Product Production
Delivery
Payment
Warranty/Service
Post Sales/Customer Feedback

Do a search. There is plenty of information pertaining to turtle diagrams and process maps on this site.

[GoKats78]

We have done quite a few searches on this subject - and come up empty. There are plenty of Turtles out there and some process maps, but there are none, that we can find, relating to this particular subject.
This is really the only process with which we are struggling.

[Sam]

We have designated our custmer feeback process as "Customer Service". Included in that process is OEM order status, ASN requirements and customer returns.

I have attached a form that I use as an auditing tool along with instructions for the process audit. You should be able to develop a turtle diagram and process map from these inputs.

[GoKats78]

Sam - Thanks this will be helpful in developing the audits for processes.
What I really need is an example of a turtle diagram and process map for Post Sales Customer Feedback.

[CBJ Hockey Fan]

Does anyone else out there think that the process: "Post Sales/Customer Feedback" is the Automotive world's polite way to name your "Customer Complaint" process with a positive spin, or is it just me? I think this causes some confusion.

If you don't agree, does that mean that your organization has identified two separate processes for TS2. One for Customer Complaints and one for Post sales Customer Feedback. Please share your thoughts.

[D.Scott]

Welcome to the Cove Hockey Fan.

I think an auditor would find a problem with only including complaints in customer feedback. There should be a cross of many responses good and bad. Typically, the customer feedback at our company comes from a different source than the complaints.

I thnk you will find most systems have seperate processes although they certainly both serve as inputs to overall customer satisfaction.

Dave

In Reply to Parent Post by D.Scott

Welcome to the Cove Hockey Fan.

I think an auditor would find a problem with only including complaints in customer feedback. There should be a cross of many responses good and bad. Typically, the customer feedback at our company comes from a different source than the complaints.

I thnk you will find most systems have seperate processes although they certainly both serve as inputs to overall customer satisfaction.

Dave

I Go with Dave on this. There is a fine line between Customer Complaints and negative Customer Feedback. Deciding if its good or bad feedback can be challenging. Like, "your prices could be lower"!