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Author Topic:   Evaluation of your Project/Work/Input
Andy Bassett
Forum Contributor

Posts: 274
From:Donegal Ireland
Registered: Jun 1999

posted 23 August 2000 04:08 AM     Click Here to See the Profile for Andy Bassett   Click Here to Email Andy Bassett     Edit/Delete Message   Reply w/Quote
After stealingly mercilessly from everyones work on this site, maybe i can throw something back.

I was bidding for work from a big customer recently, and i was forced to show the results of previous projects that i had done, so i had to produce a 'Evaluation Form' and get my customers to complete it.

Even though i only did a very simple 10 question form, it actually turned into a very interesting exercise in assessing your own competencies.

For example one of my weak points consistenly appears to be in keeping projects on track, and although i might defend myself by saying that it is the nature of the QMS Beast, i have started to think more about how i keep my projects on track.

If anybody wants this form i will e mail it to you, alternatively i will send it to marc and he can put it in the PDF region.

Marc has said he will put in on at the weekend (He must have a hot date at the moment)

Regards

------------------
Andy B

[This message has been edited by Andy Bassett (edited 24 August 2000).]

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Andy Bassett
Forum Contributor

Posts: 274
From:Donegal Ireland
Registered: Jun 1999

posted 30 August 2000 04:54 AM     Click Here to See the Profile for Andy Bassett   Click Here to Email Andy Bassett     Edit/Delete Message   Reply w/Quote
Marc tells me that this is now posted in his PDF section.

I sent a copy to everyone who requested, i just seemed to have a problem with the email address of Barb and laura, could be a problem my side. Anyway document is now posted on this site.

Regards

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
Registered:

posted 30 August 2000 06:35 AM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
The file name is ABSALP-1.DOC

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Tom W
Forum Contributor

Posts: 18
From:Grand Rapids, Michigan, USA
Registered: Aug 2000

posted 31 August 2000 08:03 AM     Click Here to See the Profile for Tom W   Click Here to Email Tom W     Edit/Delete Message   Reply w/Quote
Is it correct to say that QS requires you to measure customer satisfaction

"4.1.6 The supplier shall have a documented process for determining customer satisfaction, including frequency of determination, and who objectivity and validity are assured. Trends in customer satisfaction and key indicators of customer dissatisfaction shall be documented and supported by objective information..."

and the form you are talking about gives you a strong method to accomplish this. Now when you get into benchmarking, that can get very difficult for highly competitive industries and companies that don't want to share data.

We send out this type of survey to our top 100 customers based on sales volumn and then analyze the data and react to any negitive trends. With benchmarking we try to use what is available, but it gets very vauge. Does anyone have any comment on this?

[This message has been edited by Tom W (edited 31 August 2000).]

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Alf Gulford
Forum Contributor

Posts: 60
From:Portland, OR
Registered: Aug 2000

posted 31 August 2000 01:20 PM     Click Here to See the Profile for Alf Gulford   Click Here to Email Alf Gulford     Edit/Delete Message   Reply w/Quote
How do I get to the PDF files? I've looked around but don't find anything obvious enough for me.

Thanks
Alf

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
Registered:

posted 31 August 2000 02:14 PM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
Elsmar.com/pdf_files

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barb butrym
Forum Contributor

Posts: 637
From:South Central Massachusetts
Registered:

posted 31 August 2000 11:12 PM     Click Here to See the Profile for barb butrym   Click Here to Email barb butrym     Edit/Delete Message   Reply w/Quote
andy...i have a problem with my email as listed (help...marc?) the provider sold the service, so "os.com" doesn't exist anymore it is now bqa@net1plus.com. they were forwarding mail for 6 months, but that has expired.....and I need an update to the profile,,,,

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
Registered:

posted 01 September 2000 06:07 AM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
quote:
Originally posted by barb butrym:
andy...i have a problem with my email as listed (help...marc?) the provider sold the service, so "os.com" doesn't exist anymore it is now bqa@net1plus.com. they were forwarding mail for 6 months, but that has expired.....and I need an update to the profile,,,,
You change your e-mail address in your Profile.

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
Registered:

posted 02 September 2000 04:32 PM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
quote:
Originally posted by Tom W:

Is it correct to say that QS requires you to measure customer satisfaction


Yes...
quote:
"4.1.6 The supplier shall have a documented process for determining customer satisfaction, including frequency of determination, and who objectivity and validity are assured. Trends in customer satisfaction and key indicators of customer dissatisfaction shall be documented and supported by objective information..."

and the form you are talking about gives you a strong method to accomplish this. Now when you get into benchmarking, that can get very difficult for highly competitive industries and companies that don't want to share data.

We send out this type of survey to our top 100 customers based on sales volumn and then analyze the data and react to any negitive trends. With benchmarking we try to use what is available, but it gets very vauge. Does anyone have any comment on this?


Sounds like you're covering the bases.

In the new ISO (8.2.1) customer satisfaction is part of the game.

The following is from: www.isogroup.net

"The ISO 9000:2000 standard now states that you must monitor information on customer satisfaction (and or dissatisfaction) as one of the measurements of performance of your quality system. You must also determine how you are going to obtain and use this information. This is a new requirement in the ISO 9000:2000 standard.

The '94 version of the standard stated that the requirements that it entailed were specified primarily to achieve customer satisfaction. Well, now the standard is taking a different tone to that goal and specifically states that we must monitor customer satisfaction as a requirement of the ISO 9000:2000 standard.

Do a lot of us currently do this now? Well, hopefully so, but it may not be likely. The primary method of monitoring customer satisfaction: "Hey John, did we get the order?", many organizations can be falsely drawn into the conclusion that the customer is completely satisfied merely because they receive repeat business, but this may not be the case...

How many of you have continued shopping at a store which has poor service because it is convenient? Maybe it is close by to your work/home, maybe the store carries a product that you cannot find elsewhere, maybe they are cheap. Whatever the reason, you go back because of some reason other than you are happy with their service, and if given another option you would be more than willing to try it.

Though an exaggeration, this is an example of how repeat business may be false security.

Element 8.2.1 of the ISO 9000:2000 standard is in place to NOT allow this to happen. The standard requires that you define ways of obtaining and using information pertinent to your customer's satisfaction and monitoring this information as a minimum form of measuring quality management system performance. Being proactive and finding out issues before they arise is the idea, how you do it is up to you.

The new ISO 9000:2000 standard helps clarify whose opinion is most important in regards to your Quality System, Your Customer's. The new standard requires the "monitoring" of customer satisfaction information, it does not require the implementation of an entirely new measurement system. The extent that you want to take this is up to you."

[This message has been edited by Marc Smith (edited 02 September 2000).]

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B Butrym
unregistered
posted 04 September 2000 07:44 AM           Edit/Delete Message   Reply w/Quote
Marc i must have had a senile moment...LOL....i had gone into the profile through the link on one of my posts and couldn't change it...DUH>>>. When I saw your post i realized there was another link....sometimes i am brain dead,,,,thats the kind of summer I have had. I typically try to schedule down time cause I hate the heat...BUT i had a marathon schedule with no time to breathe this year. Guess thats a good thing?

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