Don't Survey Your Customers!

try2makeit

Quite Involved in Discussions
#31
try2makeit,

16 pages!?! Wow, I think that sets a new record. You made good use of your time in sending it to someone else. I wish you kept a copy, though, so we could have marveled at it. I wonder what they were thinking when they created such a monster...

Craig
I still have it. I only looked at the first 3 pages which consistent basically of Plant information, Personal to contact and so on. I did not even get to see the actual survey...maybe I should take another peek and let you guys decide if all of that is necessary. :D
 
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try2makeit

Quite Involved in Discussions
#32
Ok people, after looking further into this 16 page " Supplier Profile Questionaire" that is what they call it, the first 3 pages as I mentioned consisted about our Personel, Management and then the 4th Page asked about the financial stuff.
Can they ask that? ....wait a minute.....Management Review????

Then on to page 6....Management system....Are we certified?

question 4.1.5 Does the facility have a QM ? Ok, if we are certified, should that just automatically tell them we have one?

question 4.1.8 How are personal assured of the lastest Revision of a document?
.....this is starting to sound like a internal audit......

....my golly I think we are auditing our own Procedures in this questionare...let me check my TS Standard.....OHHHHHHH yeah look...4.2 Data and Document Control.....:biglaugh:

I get a feeling that someone new took over that Position at this company and went overboard.....

..If I only could use this in my own internal audits.....:tg:
 
H

Holly21cn - 2009

#35
try2makeit,

It is suprised to hear there is such a long survey. We replann our system to monitor customer perception and set up a set of data to track our performance at customer site. But suddently, the new QA manager asked us "Did you conduct the survey to customer?" on his first working day. I am so frustrated and sensing the way for change is not easy. I am convinced what i believe and I won't give up easily.


Cheers.
 

try2makeit

Quite Involved in Discussions
#36
try2makeit,

It is suprised to hear there is such a long survey. We replann our system to monitor customer perception and set up a set of data to track our performance at customer site. But suddently, the new QA manager asked us "Did you conduct the survey to customer?" on his first working day. I am so frustrated and sensing the way for change is not easy. I am convinced what i believe and I won't give up easily.


Cheers.
We do surveys on on our Customers, but they are 10 questions easily to comment on on a scale from 1-5 and do them in last quarter of the fiscal year. So far the response has been good.

Your new QA manager is going to have to be convinced that a system is already in place to do all of this. Why do another additional survey? Good luck to you :cfingers:
 
L

lgibson

#38
My company does phone surveys annually. Usually this is done while we have the customer on the phone for other reasons. We get an immediate response and usually a truer response than if mailed. The questions are on a set form, i.e. satisfaction with our service, product, response to concerns, etc.-short but sweet. These are kept on file.
 
C

ccochran

#39
Lgibson:

What you described sounds like a practical, streamlined way to capture feedback. Very nice work.

The only thing I didn't hear you mention is how the feedback is analyzed and action taken, which is obviously the whole point of the exercise. Any thoughts on this?

Craig
 
L

lgibson

#40
The survey is reviewed usually the same day by upper managment. Any issues or concerns are addressed immediately (one advantage of a small company) through our corrective/preventive action system. Overall review of all surveys and the results of any corrective/preventive action is done at our monthly management review meetings.

So far our customers like this system. It's easy for us, easy for them.
 
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