Monitoring, Auditing, & Measuring Service Quality Procedure

Measuring Service Quality helps close the loop to ensure the QMS, processes, & services are performing well and providing customer satisfaction.

  1. Site Managers survey each of their customers on satisfaction each quarter using the standard Customer Satisfaction Survey Form and store the completed form in ABC’s DCS with Customer Satisfaction keywords in the name (e.g., “AMD Customer Satisfaction Survey” or “Intel 11x ABC Supplier Report Card (customer satisfaction)”).
  2. Site Managers log customer complaints & improvement (change) requests in ABC’s Customer Complaint & Improvement (Change) Requests Tracking System.
  3. Site Managers update the following ABC-corporate logs upon each occurrence & stores in ABC’s DCS with the name shown verbatim:
  4. Site Managers create an evaluation report for each of their critical suppliers prior to doing business and each year thereafter using the standard Supplier Evaluation Report and store in ABC’s DCS with Supplier Evaluation Report keywords in the name (e.g., “Praxair Supplier Evaluation Report 091203”). These evaluations determine whether the critical supplier is included in the Approved Suppliers Log.
    • Initial evaluations focus on Supplier’s QMS. Gold = Has QMS that meets ISO criteria. Silver = Has QMS but doesn’t meet ISO criteria. Bronze = Has no QMS.
    • Follow up evaluations focus on Supplier’s:
      • OTD as logged in the Supplier Late Delivery Log
      • Purchased product nonconformances
  5. Site Managers store supplier action plans (including their nonconforming purchased product action plans) in ABC’s DCS with Supplier Action Plan keywords in the name (e.g., “Praxair Late Delivery Supplier Action Plan” or “Praxair Nonconforming CO2 Bottle Supplier Action Plan”). This action plan is a key factor in whether the purchased product is included in the Approved Purchased Products Log.
  6. Site Managers ensure they or a member of their team audits the safety of their work environment (SMBWA) every year & stores the Safety Audit Report in ABC’s DCS with Safety Audit Report keywords in the name (e.g., “ABC Austin Safety Audit Report 091203”).
  7. Site Managers ensure they or a member of their team performs the scheduled maintenance instructions for their facilities & critical equipment as specified & stores the Maintenance Logs in ABC’s DCS with Maintenance Log keywords in the name (e.g., “ABC Austin Facility Weekly Maintenance Log (WW12)”). Here are facilities maintenance logs (weekly & monthly).
    • Critical equipment will be identifiable (serial number, label, etc).
    • Log will include next maintenance due date.
    • Log will include whether out-of-calibration equipment could have impacted the previous product test and inspection results.
  8. Customer Field Site Managers maintain a KPI Log, Trend Charts, & CAP Summary for each customer & store it in ABC’s DCS with KPI Log Trend Charts CAP keywords in the name (e.g., “Freescale / ABC Austin KPI Log, Trend Charts, & CAP”).
    • KPI’s are typically qty of services provided (e.g., cleans/rebuilds), qty of failures/FOI’s with those services provided, the associated failure rate, lost/damaged, factory shortages, & safety incidents.
    • KPI’s need to be in context:
      • Apply to our performance.  Remove reported failures that aren’t in our area (after customer approves).
      • Be comprehensive (quantity, quality, & cost).
      • Per Volume (failures per volume instead of just failures).
      • Per Target (define with customer).
      • Per Past (need to show trend).
    • KPI’s sometimes won’t capture impact so they are not all that counts (KPI’s have weaknesses in some cases).  For instance, if 1 failure costs a lot of money, it doesn’t matter if the failure rate is still in spec.
    • The CAP should cover all failures identified through formal KPI reporting, complaints, & other informal issues.  It should basically be a comprehensive list of all issues that we are working to solve for that customer.
    • The CAP should often be supported by a separate CAP document that tracks all tasks for determining & correcting the root cause. The separate CAP should consider short-term tasks (e.g., technical bulletin, replace damaged part, etc) to correct the immediate problem & long-term tasks (e.g., revise spec) to prevent recurrence.
  9. ABC Facilities Site Managers maintain a KPI Log, Trend Charts, & CAP Summary for their facility & store it in ABC’s DCS with KPI Log Trend Charts CAP keywords in the name (e.g., “ABC Austin KPI Log, Trend Charts, & CAP”).
    • KPI’s are typically qty of services provided (e.g., cleans/rebuilds), qty of failures/FOI’s with those services provided, the associated failure rate, nonconforming product, lost/damaged, late deliveries, & safety incidents.
    • KPI’s need to be in context:
      • Apply to our performance.
      • Be comprehensive (quantity, quality, & cost).
      • Per Volume (failures per volume instead of just failures).
      • Per Target (define with customer).
      • Per Past (need to show trend).
    • KPI’s sometimes won’t capture impact so they are not all that counts (KPI’s have weaknesses in some cases).  For instance, if 1 failure costs a lot of money, it doesn’t matter if the failure rate is still in spec.
    • The CAP should cover all failures identified through formal KPI reporting, complaints, & other informal issues.  It should basically be a comprehensive list of all issues that we are working to solve.
    • The CAP should often be supported by a separate CAP document that tracks all tasks for determining & correcting the root cause. The separate CAP should consider short-term tasks (e.g., technical bulletin, replace damaged part, etc) to correct the immediate problem & long-term tasks (e.g., revise spec) to prevent recurrence.
  10. ABC’s Service Tracking System creates a WIP log on a real-time basis. measuring service quality, service quality
  11. Internal Quality Auditor audits the QMS against all ISO requirements at least once per year & stores the QMS Audit Questionnaire & Reports in ANSWER Documents with QMS Audit Questionnaire Report keywords in the name (e.g., “ABC Austin QMS Audit Questionnaire & Report 091203 By ABC Quality Auditor”). The audit may be divided into multiple sub-audits. Refer to the Quality Audit (Auditing QMS) Work Instruction.
  12. Director of Finance updates the following ABC-corporate logs upon each occurrence & stores in ABC’s DCS with the name shown verbatim:
  13. Director of Sales updates the following ABC-corporate logs upon each occurrence & stores in ABC’s DCS with the name shown verbatim:
  14. Employees log complaints & improvement (change) requests in ABC’s Employee Complaint & Improvement (Change) Requests Tracking System.
  15. Director of QMS surveys employees on satisfaction bi-annually using the ABC’s Employee Survey System.
  16. By February 1 each year, the Safety Manager reviews the OSHA 300 Log (recordable accidents) for completeness & accuracy of the previous calendar year, corrects any identified errors, creates an Annual Summary of All OSHA 300 Entries, certifies the summary, and posts it until April 30 of that year in ABC’s DCS with Annual Summary OSHA keywords in the name (e.g., “Annual Summary of All OSHA 300 Entries in 2009”). The Annual Summary of All Entries must include total number of workers & total hours worked.
  17. Upon customer request, Safety Manager will provide the Annual Summary of All OSHA 300 Entries to them.
  18. Safety Manager utilizes a Safety Incident Investigation, Action Plan, & Results Report upon each incident & stores the latest update in ABC’s DCS with Safety Incident Report keywords in the name (e.g., “Jim Carson Chemical Exposure Safety Incident Investigation, Action Plan, & Results Report”). Refer to the Handling Safety Incidents (accident, illness/injury, or near-miss) Work Instruction.
  19. Recruiting personnel write a recruiting performance report each quarter and stores the Recruiting Performance Reports in ABC’s DCS with Recruiting Performance Report keywords in the name (e.g., “Recruiting Performance Report 081203”).
  20. Recruiting personnel obtains background reports & medical test reports for potential employees & stores in personnel files located at each site.
  21. Site Managers maintain a Training & Certification Log & store it in ABC’s DCS with Training & Certification Log keywords in the name (e.g., “ABC Training & Certification Log”).
  22. At any time that a Director or Manager becomes aware that an employee is performing above & beyond expectations (outstanding), prepare a formal employee reward report or something of that nature. The Director of Operations must review & approve it first. Then the Director of Finance must review & approve it. Finally, share it with the employee, the employee’s peers, & upper management. Store in ABC’s DCS with Employee Reward Report keywords in the name (e.g., “Jim Carson Employee Reward Report 091203”).
  23. At any time that a Director or Manager becomes aware that an employee is performing poorly, determine if it is due to employee negligence or management negligence (lack of training, documentation, tools, etc). If applicable for this situation due to employee negligence, prepare a formal Employee Performance Improvement Plan (PIP) for the employee. The Director of Operations must review & approve before sharing it with the employee. Store in personnel files located at each site.
  24. At any time that a Director or Manager becomes aware that an employee violated company or customer policy or procedure, discipline the employee. The manager should also discipline if employee fails to follow an Employee PIP & his/her performance remains poor. Depending on the severity of the violation, the discipline could be a verbal or it could be documented on an Employee Discipline Report. EHS violations, final warnings, & terminations must be documented with an Employee Discipline Report. Severe violations may call for immediate termination on the first offense. The Director of Operations must review & approve before sharing it with the employee. Store in personnel files located at each site.
  25. Directors & Managers write Exit Interview Reports upon each termination or resignation, provide to Payroll & Human Resources, & store in personnel files located at each site.


Definitions:

  • CAP = Corrective Action Plan
  • DCS = Document Control System for users to write, approve, publish, find, & read controlled documents.
  • FOI = Failed On Install
  • ISO = Short for International Organization for Standardization. Note that ISO is not an acronym; instead, the name derives from the Greek word iso, which means equal. Founded in 1946, ISO is an international organization composed of national standards bodies from over 75 countries. For example, ANSI (American National Standards Institute) is a member of ISO.
  • KPI = Key Performance Indicator
  • OSHA = Occupational and Safety Health Administration
  • OTD = On Time Delivery
  • PIP = Performance Improvement Plan
  • PO = Purchase Order
  • QMS = Quality Management System
  • SMBWA = Safety Management By Walking Around
  • WIP = Work In Progress

Comments