H
We are a small aerospace job shop. We don't make anything complete, we merely perform in-process operations on customer-supplied product. The company president and the general manager (top management) talk directly to customers on a daily basis. Quoting, scheduling, clarifying, and firefighting.
I would guess that most small shops have top management just like ours, making decisions in attempt to satisfy customers every day and hearing about it when they fail. Data, on the other hand, may not be as easy to come by. If we had to make notes after every phone call or e-mail, we wouldn't get anything else done. AS9100 Section 8.4 requires "Analysis of Data ". We need to "analyze appropriate data to demonstrate the suitability of the quality management system…analysis of data shall provide information relating to …customer satisfaction."
What we do day-to-day keeps us in business.
Question 1: How much of this satisfies the requirement to monitor and measure customer satisfaction?
I understand that the requirement of section 8.4 relates to the effectiveness of the QMS. We log and track customer complaints. This data is used during Management Reviews. We also have adopted a method of monitoring customer satisfaction suggested by Craig Cochran in his book, "Customer Satisfaction: Tools, Techniques, and Formulas for Success", making "Call Reports". To make a call report, we ask a few "big picture" satisfaction related questions during normal customer interactions (See this article for a brief description: http://www.qualitydigest.com/sept06/articles/06_article.shtml). These are recorded (CAPA when immediate attention is required) and categorized, then used as input during management review.
Question 2: Is this adequate to satisfy the requirements of AS9100 Section 8.4 for evaluating the QMS regarding customer satisfaction?
Question 3: For small shops like us, is there something else we could or should do? Something that would add value?
Thank you
I would guess that most small shops have top management just like ours, making decisions in attempt to satisfy customers every day and hearing about it when they fail. Data, on the other hand, may not be as easy to come by. If we had to make notes after every phone call or e-mail, we wouldn't get anything else done. AS9100 Section 8.4 requires "Analysis of Data ". We need to "analyze appropriate data to demonstrate the suitability of the quality management system…analysis of data shall provide information relating to …customer satisfaction."
What we do day-to-day keeps us in business.
Question 1: How much of this satisfies the requirement to monitor and measure customer satisfaction?
I understand that the requirement of section 8.4 relates to the effectiveness of the QMS. We log and track customer complaints. This data is used during Management Reviews. We also have adopted a method of monitoring customer satisfaction suggested by Craig Cochran in his book, "Customer Satisfaction: Tools, Techniques, and Formulas for Success", making "Call Reports". To make a call report, we ask a few "big picture" satisfaction related questions during normal customer interactions (See this article for a brief description: http://www.qualitydigest.com/sept06/articles/06_article.shtml). These are recorded (CAPA when immediate attention is required) and categorized, then used as input during management review.
Question 2: Is this adequate to satisfy the requirements of AS9100 Section 8.4 for evaluating the QMS regarding customer satisfaction?
Question 3: For small shops like us, is there something else we could or should do? Something that would add value?
Thank you