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Our 9000 consultant let us set qulity objectives and key indicators. it was said that the 'customer complaint' must be taken into consideration, such as zero customer complaint per year, etc. but the key problem for us is how to identify the information from client/customer is a complaint? how to distinguish a query or consultation with a complaint? and how to confirm it do a complaint or do not a complaint due to usually a complaint be found is just a misunderstanding or not caused by us after investigation.
by the way, let me give a brief introduction about our company, which provide Automation Control System. There are so many interfaces between various departments of our client and of our company e.g. our salesman and/or marketing generally contact with the buyer of client on the T&C of contract; our engineer should cooperate with technican of client on the system installation, test and acceptance; our service team should contact with the operator of client; our instructor is in charge of training our client, etc.
Could you share your experience or sample. thanks.
by the way, let me give a brief introduction about our company, which provide Automation Control System. There are so many interfaces between various departments of our client and of our company e.g. our salesman and/or marketing generally contact with the buyer of client on the T&C of contract; our engineer should cooperate with technican of client on the system installation, test and acceptance; our service team should contact with the operator of client; our instructor is in charge of training our client, etc.
Could you share your experience or sample. thanks.
