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The marketing team did the customer survey by requesting our customers to fiil up the "Customer Satisfactory Survey Form". There is a column in the form "suggestion for improvement". Our marketing dept has received quite a number of suggestion asking us to "speed up delivery time" or "upgrade the goods quality", etc. Of course, on the top portion of the form, the customer will have to grade us according to a few survey criteria (exp : price competitiveness, documentation)
Now the question is, How do the marketing team handle the "improvement" part? Some suggested issuing CAR for those related department for failing to satisty the customers. Some even suggested PAR, identify the root cause, and followed by preventive action. One suggested only holding a meeting with the concerned personnel asking them to buckle up.
For your information, we have five objectives and "100% delivery on time" and "100% good quality" are two of them.
Now the question is, How do the marketing team handle the "improvement" part? Some suggested issuing CAR for those related department for failing to satisty the customers. Some even suggested PAR, identify the root cause, and followed by preventive action. One suggested only holding a meeting with the concerned personnel asking them to buckle up.
For your information, we have five objectives and "100% delivery on time" and "100% good quality" are two of them.