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  CUSTOMER SATISFACTION

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Author Topic:   CUSTOMER SATISFACTION
TEMPLAR
Lurker (<10 Posts)

Posts: 3
From:RANCHO DOMINGUEZ CALIFORNIA
Registered: Apr 2001

posted 13 April 2001 01:11 PM     Click Here to See the Profile for TEMPLAR   Click Here to Email TEMPLAR     Edit/Delete Message   Reply w/Quote
NEED HELP ON SETTING A SYSTEM TO CONTROL CUSTOMER SATIFACTION, OUR PROCESS DOES NOT ALLOW US TO SHIP COMPLETED ORDERS, WE ARE ALLWAYS SHIPPING PARTIAL SHIPMENT DUE TO THE LARGE QUANTITIES THAT OUR CUSTOMER REQUIRES, WE RECEIVE A PURCHASE ORDER THAT COVERS A FULL YEAR, SO WE DO NOT HAVE DUE DATES FOR THIS ORDERS.
ANY HELP WILL BE APPRECIATED

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Al Dyer
Forum Wizard

Posts: 622
From:Lapeer, MI USA
Registered: Oct 2000

posted 13 April 2001 01:24 PM     Click Here to See the Profile for Al Dyer   Click Here to Email Al Dyer     Edit/Delete Message   Reply w/Quote
Does your blanket P.O. state the amount of product required and when?

Do you have a contract review process?

Sounds like the bigger problem is with management not having an effective system for quoting, contract review, product launch etc.....

The horse is already out of the barn, sit down with the customer and hash it out.

ASD...

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TEMPLAR
Lurker (<10 Posts)

Posts: 3
From:RANCHO DOMINGUEZ CALIFORNIA
Registered: Apr 2001

posted 16 April 2001 11:04 AM     Click Here to See the Profile for TEMPLAR   Click Here to Email TEMPLAR     Edit/Delete Message   Reply w/Quote
THANKS AL FOR YOUR PROMPMT RESPONSE, WE HAD TRY TO HAVE OUR CUSTOMER CHANGE THEIR ORDERING SYSTEM, BUT IT WILL BE MUCH EASIER FOR ME TO TRY TO FIND A WAY TO CONTROL CUSTOMER SATISFACTION AND I BELIEVE I WILL BE ABLE TO MODIFY A CHART TO MEET THE REQUIREMENTS IF SOMEONE IS KIND ENOUGH TO PROVIDE ME ONE TO LOOK AT IT. THANKS AGAIN AL

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Al Dyer
Forum Wizard

Posts: 622
From:Lapeer, MI USA
Registered: Oct 2000

posted 16 April 2001 05:45 PM     Click Here to See the Profile for Al Dyer   Click Here to Email Al Dyer     Edit/Delete Message   Reply w/Quote
Templar,

What are the current measurements that the customer uses to evaluate your company and is delivery one of them?

There are many other measurements that are available and it can be as easy as using some type of scored customer follow-up sheet.

I'll send you a copy of the one we use. It can be modified as you see fit.

ASD...

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Kevin Mader
Forum Wizard

Posts: 575
From:Seymour, CT USA
Registered: Nov 98

posted 17 April 2001 09:09 AM     Click Here to See the Profile for Kevin Mader   Click Here to Email Kevin Mader     Edit/Delete Message   Reply w/Quote
Templar,

I keep stumbling on the word ćControlä before Customer Satisfaction. Maybe it is just Tuesday.

The customer is always right: a common enough clichˇ. Your job is to provide the Customer what he wants, when he wants it. You apparently know what he wants, but not how much or when he wants it. It appears that you have tried to determine release information from the customer in the form of release dates against a blanket PO, but have failed for some reason. This is confusing to me. It sounds like the Customer does not know when or how much he might need at a given point but expects you to know this. Perhaps you could establish a sort of Kanban approach between you both.

See if it is possible that they trigger replacement product by sending you back a notice (either physical or by other media) that allows you to issue product on a fixed quantity. Determine how long it will take your organization to produce a given amount, add a soft cushion, and use that as the issue quantity. For instance, if it will take you 3 days to produce and deliver a 1000 units, then have the kanban get back to you when they are down to 1500 units. You could produce against the PO and deliver product just as they need it.

Well, these are my thoughts on a possible method for providing a higher level of satisfaction. You will still need to determine how you will measure it (should it be necessary).

Regards,

Kevin

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Trakman
Lurker (<10 Posts)

Posts: 9
From:Markham, Ontario, Canada
Registered: Jun 2001

posted 14 June 2001 12:32 PM     Click Here to See the Profile for Trakman   Click Here to Email Trakman     Edit/Delete Message   Reply w/Quote
Sounds like a scheduling problem; my company would address this via the Project Manager (or other primary customer contact person). Have a delivery schedule set up and agreed to during contract review. Don't forget that contract review can also occur after the contract is accepted - it is called amendments or Contract Changes (CC's)Keep in mind that it is very common for shipments to be split up over time. Keep being inventive. Trakman.

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