S.C MACROS S.R.

Measurement Customer
Satisfaction

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1. Purpose
1.1 The purpose of this procedure is to establish a documented method for
monitoring
Metal Techno Pod's performance on projects. The major objective of Metal
Techno Pod s quality policy is to satisfy the customer. As a result, this procedure
addresses several methods to ensure that the customer is satisfied and to
identify areas for improvement.

2. Scope
2.1 This procedure applies to all projects at Metal Techno Pod LTD.
2.2 This procedure addresses paragraph 8.2.1 in ISO 9001-2000 Standard
and Section 8.2.1 of the Metal Techno Pod LTD Quality Management Systems
(QMS) Manual.

3. Definitions
Document Owner Person or department responsible for controlling the Quality
Record.
ISO 9001 Quality Management System Requirements Standard
ISO Coordinator
Project lead in the ISO 9001:2000 implementation process
and responsible for establishment, and maintenance of the
corporate QMS
Project Plan (PP) The project work plan developed IAW QSP 7.1-2
QMS Quality Management System
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S.C MACROS S.R.L

Measurement Customer
Satisfaction

Edition 1
Revision 0
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QSF Quality System Form

QSR Quality System Record
QSP Quality System Procedure
QSWI Quality System Work Instruction
QSP 8.2-1 Measurement Customer Satisfaction

4. Responsibilities
4.1 The President
o Responsible for overall customer satisfaction.
4.2 Vice Presidents
o Following up with Project Managers concerning Corrective Action Requests,
Preventive Action Requests and relationship with customers.
4.3 Program Managers
o Responsible for getting feedback from customers about satisfaction of contract
progress.

5. Procedure
5.1 The Executive Vice President is responsible for monitoring the overall
performance of the contract to ensure Metal Techno Pod LTD is providing quality
products and services pursuant to customer requirements. Bay State has three
methods to monitor customer satisfaction: periodic telephone calls, customer
visits and QSF 8.2-1 Customer Performance Evaluation.
5.1.1 Periodically, the Program Manager will visit or call the customer to
discuss progress on the contract. These visits or telephone calls are
scheduled at the discretion of the President, Vice Presidents or Program
Managers. Visits and telephone calls are documented and filed in the
contract file.
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S.C MACROS S.R.L

Measurement Customer
Satisfaction

Edition 1
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5.1.2 Customer performance evaluation forms may be used to document the

customers assessment of contract performance. Program Managers will
determine if the customer desires to complete an evaluation form. The PM may
verbally ask the customer evaluation questions and document them on the form.
Evaluations may be completed on QSF 8.2-1 Customer Evaluation Form.
5.1.3 Customer Complaints are documented on QSF 8.5-1 pursuant to QSP 8.5-

6. Related Documentation and Forms

QSP 4.2-3 Control of Records
QSP 8.5-1 Corrective Action
QSP 8.5-2 Preventive Action
QSF 8.1-1 MAI Planning
QSF 8.2-1 Customer Performance Evaluation Form
QSF 8.5-1 Corrective Action Request

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