Pudge said:
Hello,
I just recently finished a Customer Satisfaction Survey Analysis at my company. Overall our customers are pleased with our services, eventhough 13 out of 20 rated us a below average or worse on On-Time Delivery. Our CMS states one of our objectives being Complete Customer Satisfaction, so is a Corrective Action Request needed?
I just recently finished a Customer Satisfaction Survey Analysis at my company. Overall our customers are pleased with our services, eventhough 13 out of 20 rated us a below average or worse on On-Time Delivery. Our CMS states one of our objectives being Complete Customer Satisfaction, so is a Corrective Action Request needed?
HOWEVER, all things are relative. The standard does allow for appropriate action. So if there are other issues that are a bigger threat to your organization you shoudl work on those. I specifically write in to my procedure(s) on corrective action that management will review and assign the appropriate level of action. These decisions are documented (A steerign committee, MRB, Quality Council, Operations Review, Management Review are typical forums for this with meeting notes maintained...)
Writing in a specific trigger level for corrective action could result in too many corrective actions for your resource levels and eventually would result in no actions as you improve past the trigger point. The general statement of review and prioritization (pareto) avoids these issues.
I would take an action for the one´s below the average at least.