Internet Report Card to Satisfy Customer Satisfaction - Delivery Performance, PPM

[tcbracing]

Report Card to Satisfy Customer Satisfaction

Hi All!

Found this board about a week ago and have been disseminating information to help with my company's transition from QS to TS2. I am the MR and have been given a 12-15 month requirement for certification from my management. This group is definitely on the top of my resource list!

My company is an Automotive Tier 2/3 supplier (with one direct part to GM - hence the TS requirement). We manufacture Interior Trim Components and Assemblies.

I scanned through a lot of the threads and could not find an answer to this question, so I thought I'd use it for the subject of my first post:

We receive and can acquire from the Internet "Report Cards" from our Customers. I'm sure everyone is familiar with the contents - Delivery Performance, PPM, Cost Savings, Flexibility, etc. My question is (finally ) can the tracking of these "Report Cards" satisfy Customer Satisfaction (8.2.1 and 8.2.1.1)?

Thanks,
Tom Bejma

 

[mshell]

Try searching "How to measure customer satisfaction" You should find some information there.

The report cards are a good measure of customer satisfaction and they also indicate what aspects of service are important to your customer.

Hope this helps.

Mshell

 

[Bigfoot]

The report cards are a means of showing that your Customers are not dis-satisfied with your performance. The registrars I've worked with in the past have all been very firm on this kind of an interpretation. Many of them only reviewed the scorecards to verify you have the ability to interact with the customer in their prescribed format of electonic exchange and check your "pulse", so to speak.

How do you determine Customer's perception aspect of the Customer satisfaction requirement 8.2.1?

 

[Cari Spears]

The report cards are a means of showing that your Customers are not dis-satisfied with your performance...
...How do you determine Customer's perception aspect of the Customer satisfaction requirement 8.2.1?

I've heard this said before and I just don't understand how a customer provided report card is not information relating to customer perception...

Report cards, PPM reports, cost to own ratings, etc. do indeed show cutomer dis-satisfaction as well as satisfaction. If my daughter's report card has a bunch of C's and D's, I'm dis-satisfied. If it is full of A's and B's, I'm quite satisfied. In the same manner, if our cost to own multiplier goes up, my customer is showing recent dis-satisfaction.

Someone correct me if I'm wrong.

 

[mshell]

I agree Cari. If a customer gives your organization a rating of 100% then their perception of you as a supplier is pretty darn good (I would think). If their perception were bad then the rating would be low. Maybe I am just way off here but it seems simple.

 

[Tom W]

I agree Cari. If a customer gives your organization a rating of 100% then their perception of you as a supplier is pretty darn good (I would think). If their perception were bad then the rating would be low. Maybe I am just way off here but it seems simple.

I think this would depend on the system they have set up. I have seen customers that give low ratings, yet love our work. They say the low ratings don't refelect their perception becuase they now that their hands are tied sometimes by the system when calculating the rating. But in general if you are getting high marks or 100% then you would think that the perception is high as well.

 

[Rob Nix]

First of all, welcome to the cove tcbracing!

The customer report card is indeed an excellent measure of satisfaction. I agree with Cari and Mshell. Sorry Bigfoot but your registrar's reasoning is faulty.

However, it is not the ONLY measure of customer perceptions. You should use a number of different methods to acquire that information (and then USE IT to make improvements). Some we utilize in our organization are: Voice of the Customer (QFD), customer satisfaction surveys (to several "layers" of the customer), top mgmt good will interviews, customer complaints, and any special correspondence - whether kudos or gripes. FWIW IMHO TTFN.

 

[tcbracing]

Thanks everyone for the responses! Great discussion! So, basically, I'm going to use the Report Cards but I'm not going to give up on surveys and other types of feedback. Sounds good! (chomp) [sound of one of the pieces of the elephant being eaten]

TB

 

[bpritts]

I would support the comment that the report cards are most certainly one
important input to customer satisfaction. I might even go further to say that
the organization should focus on the specific measures that the customer
measurement system uses as their priorities.

Having said that I have an automotive client who has had excellent customer scorecards
but is shrinking. (This is due to several factors, primarily migration of their
commodity to low cost manufacturing overseas, alas!) So we started using
new job win rate as another customer satisfaction measure. Yes, it also
measures a bunch of other factors, but if you don't sell new jobs you eventually
won't have any customers to satisfy. In my mind this is an "acid test" measure.

Regards,

Brad

 

[Cari Spears]

...I have an automotive client who has had excellent customer scorecards but is shrinking. (This is due to several factors, primarily migration of their commodity to low cost manufacturing overseas, alas!)...

This is a shame - we're seeing a lot of that ourselves.