ISSN 2594-5297
41º Seminário de Laminação, Processos e Produtos Laminados Revestidos — vol. 41, num.41 (2004)
Title
DOI
Downloads
Abstract
Ensuring that customers are satisfied means more than merely fulfilling the technical requirements in an order contract. In terms of ISO 9001:2000 cus- tomer satisfaction is a process undergoing continuous improvement. There are specific facts such as price, technical requirements and delivery time but prob- lem-solving competence in general customer service, innovation and develop- ment are increasingly necessary to achieve customer satisfaction. Long before the ISO 9001:2000 revision was introduced ESW started to implement the tech- nical basis for analysing data by introducing a database. Every form of input from customers throughout all stages of production and testing is docu- mented, stored and is available for evaluation. The last stage in this procedure was the creation of a customer-specific database containing all relevant factual information. Extensive statistical processing is undertaken and is explained by the different applications within the database.
Ensuring that customers are satisfied means more than merely fulfilling the technical requirements in an order contract. In terms of ISO 9001:2000 cus- tomer satisfaction is a process undergoing continuous improvement. There are specific facts such as price, technical requirements and delivery time but prob- lem-solving competence in general customer service, innovation and develop- ment are increasingly necessary to achieve customer satisfaction. Long before the ISO 9001:2000 revision was introduced ESW started to implement the tech- nical basis for analysing data by introducing a database. Every form of input from customers throughout all stages of production and testing is docu- mented, stored and is available for evaluation. The last stage in this procedure was the creation of a customer-specific database containing all relevant factual information. Extensive statistical processing is undertaken and is explained by the different applications within the database.
Keywords
Quality Inspection, CUSTOMER SATISFACTION
Quality Inspection, CUSTOMER SATISFACTION
How to refer
BRANDNER, DIPL. ING. MICHAEL.
THE WAY FROM QUALITY INSPECTION TO CUSTOMER SATISFACTION
,
p. 111-120.
In: 41º Seminário de Laminação, Processos e Produtos Laminados Revestidos,
Joinville - SC,
2004.
ISSN: 2594-5297
, DOI 10.5151/2594-5297-0012
