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

T

tcbracing

#1
Report Card to Satisfy Customer Satisfaction

Hi All! :bigwave:

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
 
Elsmar Forum Sponsor
M

mshell

#2
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

Involved - Posts
#3
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

Super Moderator
Staff member
Super Moderator
#4
Bigfoot said:
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.
 
M

mshell

#5
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

Living the Dream...
#6
mshell said:
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.
 
R

Rob Nix

#7
First of all, welcome to the cove tcbracing! :bigwave:

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.
 
T

tcbracing

#8
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

Involved - Posts
#9
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

Super Moderator
Staff member
Super Moderator
#10
bpritts said:
...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.
 
Thread starter Similar threads Forum Replies Date
D EQMS - When the internet or system might not be available ISO 13485:2016 - Medical Device Quality Management Systems 7
L AS9100 - Infrastructure or Product? Inflight internet connectivity network AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 1
M Informational EU-U.S. COOPERATION Exploring trade opportunities, from medical devices to the Internet of Things Medical Device and FDA Regulations and Standards News 3
A Internal Audit - Findings - Recent Internet Audit (Prior to Certification) IEC 27001 - Information Security Management Systems (ISMS) 7
Marc Will you have an Internet Connected (IoT) Toilet? Coffee Break and Water Cooler Discussions 7
Marc DOD, DHS and NASA Are Driving Adoption of Internet of Things Sensors IEC 27001 - Information Security Management Systems (ISMS) 1
Marc Has anyone here gotten Gigabyte Fiberoptics (Internet) to home? Coffee Break and Water Cooler Discussions 3
Marc Over 2,300 MS-DOS games now completely free to play at Internet Archive Coffee Break and Water Cooler Discussions 0
Marc Which Internet Social Groups do you participate in? After Work and Weekend Discussion Topics 58
Marc Deep-sea streaming: 500-mile NEPTUNE cabling brings Internet to the ocean floor After Work and Weekend Discussion Topics 0
Marc Ah, the internet in 2014... Funny Stuff - Jokes and Humour 18
A Generating Purchase Orders - Orders made over the Internet or a Phone ISO 13485:2016 - Medical Device Quality Management Systems 8
Marc Number of People on the Internet in 1996 vs. 2013 After Work and Weekend Discussion Topics 6
M So you want an internet ready car? Coffee Break and Water Cooler Discussions 3
AnaMariaVR2 What the Internet is Doing to Our Brains Coffee Break and Water Cooler Discussions 5
Wes Bucey Slow Internet Connection After Work and Weekend Discussion Topics 3
AnaMariaVR2 FDA takes action against thousands of illegal Internet pharmacies US Food and Drug Administration (FDA) 1
P Options for getting TV/Cable stations programming over the Internet After Work and Weekend Discussion Topics 6
P Internet Medical Device Distribution applied to Internet/Catalog Shops Japan Medical Device Regulations 1
Stijloor Google Chrome Internet Browser - Any Google Chrome users? After Work and Weekend Discussion Topics 21
ScottK The Internet has been a blessing and a curse for Job Hunters Career and Occupation Discussions 8
V Internet Portal for QMS Interface Service Industry Specific Topics 7
L Exhaustive list of quality based magazines and internet sites needed Career and Occupation Discussions 2
Marc Questions about the Internet circa 1994 on NBC's "The Today Show" After Work and Weekend Discussion Topics 1
L Audit for an Internet Marketing Company General Auditing Discussions 3
P Internet service that doesn't cost over $50/month After Work and Weekend Discussion Topics 23
Marc Chattanooga, TN becomes home to 1Gbps internet service - Beats Google After Work and Weekend Discussion Topics 7
arios Online Internet Training question - Has anyone used AccelCert Training - Internal, External, Online and Distance Learning 11
Marc A sort of Automotive Internet World News 3
Marc All Sorts of Stuff! The Internet Archive Book, Video, Blog and Web Site Reviews and Recommendations 1
Ajit Basrur Websites that changed the Internet Coffee Break and Water Cooler Discussions 17
Marc Newsweek admits how wrong they were about the internet After Work and Weekend Discussion Topics 5
Jim Wynne Tech Guy Radio: Woman Wants Help in Getting Her Stolen Internet Connection Back After Work and Weekend Discussion Topics 2
Marc Google Plans Internet That's 100 Times Faster than current Broadband After Work and Weekend Discussion Topics 1
Crusader Company Policy about Internet Usage and Access Coffee Break and Water Cooler Discussions 10
Stijloor Internet Explorer 8 - Annoying Reminder After Work and Weekend Discussion Topics 23
T Webcam Internet Consulting Career and Occupation Discussions 3
Jim Wynne Be Careful What You Say on the Internet Career and Occupation Discussions 27
Ted Schmitt Monitoring Kids Internet surfing After Work and Weekend Discussion Topics 12
Jim Wynne Wilson, NC Establishes Municipal Phone/Internet Service After Work and Weekend Discussion Topics 5
Marc Time Warner - Bandwidth Cap Screw - Beware Internet 'brown-outs'? After Work and Weekend Discussion Topics 2
Stijloor Upgrade to Internet Explorer 8 After Work and Weekend Discussion Topics 11
Marc Online courses and Internet Explorer - The Slowdown and ActiveX After Work and Weekend Discussion Topics 0
M Where to find Medical Software Products on the internet? Software Quality Assurance 3
Colin Cost of Internet connection in hotels Travel - Hotels, Motels, Planes and Trains 55
Marc Telcos: The Internet Will Collapse If The Gov't Doesn't Gives Us Lots Of Money After Work and Weekend Discussion Topics 0
B Opinions on Zone Alarm Internet Security Suite After Work and Weekend Discussion Topics 2
Sidney Vianna Gmail keeps crashing Internet Explorer After Work and Weekend Discussion Topics 11
Ajit Basrur The new FDA internet home page - March 2008 US Food and Drug Administration (FDA) 4
Marc Pre-Internet Blogging Funny Stuff - Jokes and Humour 3

Similar threads

Top Bottom