Company Logo Company Name: Document No.

OP/KMPF/015
KALITI METAL PRODUCTS FACTORY
Revision No. 0 Title: Page No.
CUSTOMER SATISFACTION MONITORING Page 1 of 5
& MEUSURMENT PROCEDURE

Revision History
Revision Reason for Revision Compiled by Reviewed by Effective Date
0 Initial release Kibrebal Tegegne Management 11 June 2007
Committee

REFERENCE DOCUMENTS
Document Number Document Title
ISO 9001:2000 Quality Management –clause 7.2.3

CONTENTS
REVISION HISTORY 1
REFERENCE DOCUMENTS 1 FOR DCC USE
1. PURPOSE 1 ONLY
2. SCOPE 1
3. PROCESS OWNER 1
4. DEFINITIONS AND ABREVATIONS 2
5. PROCEDURE 3
6. RECORDS 5
7. RELATED DOCUMENTS 5

1. PURPOSE
The purpose of this procedure is to define the method of monitoring customers’ satisfaction.

2. SCOPE
This procedure is applicable to customer satisfaction monitoring and measurement activities on products
and/or services of KALITI METAL PRODUCTS FACTORY.

3. PROCESS OWNER
Management Representative.

APPROVAL:
________________________ ___________________________ _________________________
(Name) (Signature) (Date)

PLEASE MAKE SURE THAT THIS IS THE CORRECT ISSUE BEFORE USE
 Company Logo Company Name: Document No.:

OP/KMPF/015
KALITI METAL PRODUCTS FACTORY
Revision No. 0 Title: Page No.
CUSTOMER SATISFACTION MONITORING Page 2 of 5
& MEUSURMENT PROCEDURE

4. DEFINITIONS AND ABBREVIATIONS

4.1 Definitions

For the purpose of this procedure in addition to the definition given in ISO 9000:2005, the following
definitions apply.

4.1.1 Opinion: Any idea whether it is supportive or shortcoming which is forwarded by customers.
4.1.2 Supportive Idea: An opinion forwarded by customers about goods and services to continue as it is.
4.1.3 Short Coming : An Opinion forwarded by customers about goods and services to be improved as
much as possible.
4.1.4 Complaints: Any non-Conformity or dissatisfaction forwarded by customer.

4.2 Abbreviations

FLW: Flow chart

D.M: Department Manager
S.H: Service Head.
GM: General Manager
OP: Operating Procedure
OF: Operating form
MR: Management Representative
DCC: Document Control Center
KMPF: Kaliti Metal Products Factory.

APPROVAL:
________________________ ___________________________ _________________________
(Name) (Signature) (Date)

PLEASE MAKE SURE THAT THIS IS THE CORRECT ISSUE BEFORE USE
 Company Logo Company Name: Document No.:

OP/KMPF/015
KALITI METAL PRODUCTS FACTORY
Revision No. 0 Title: Page No.
CUSTOMER SATISFACTION MONITORING Page 3 of 5
& MEUSURMENT PROCEDURE

5. PROCEDURE
5.1 Process Flowchart
Input Process Output Responsibility
1. Customers feed 1. Data acquired M.R.
back registration
Customer feed back
form No.
information (data)
OF/KMPF/264 acquiring
1

Classify the feed back as 2. Classified feed

2. Acquired data
M.R
supportive short comings and back
compliant
2

Is there any
3. Classified complaints?
feed back 3. Complaints are filtered
3
out, If any

Apply compliant
handling Yes
procedure
3a
4. feed back
4. Analyzed feed back M.R

No

5. Analyzed feed
Analyzing the feed back
4
5. Feed back M.R
back Compiled and report
prepared

6. Complied and Compiling the analyzed feed back &

reported customers preparing report 6. conducted M.R
feed back 5 management review
Conducting
management review
6

APPROVAL:
________________________ ___________________________ _________________________
(Name) (Signature) (Date)
13
Settled
PLEASE MAKE SURE THAT THIS IS THE CORRECT
appeals/ ISSUE BEFORE USE
complaints
 Company Logo Company Name: Document No.:

OP/KMPF/015
KALITI METAL PRODUCTS FACTORY
Revision No. 0 Title: Page No.
CUSTOMER SATISFACTION MONITORING Page 4 of 5
& MEUSURMENT PROCEDURE

5.2 Description of process steps

FLW Process steps

1 • Customers feed back (data) shall be acquired using customers’ feed back registration format.

2 Collected feed backs shall be classified or supportive opinion short comings and compliant.
3 • Complaints are filtered out from the collected feed back so as to be handled by complaints
handling procedure.
4 • Feed backs which are sorted as supportive and short comings shall be analized.

5 • Compiling and preparing a report on the analized feed back.

6 • The report shall be reviewed by the management committed appropriated and as per the out

come appropriate Corrective and Preventive measures shall be taken using Corrective and

preventive procedures.

5.3 Additional description to the process step

Additional descriptions are not required for this procedure.

APPROVAL:
________________________ ___________________________ _________________________
(Name) (Signature) (Date)

PLEASE MAKE SURE THAT THIS IS THE CORRECT ISSUE BEFORE USE
Company Logo Company Name: Document No.:

OP/KMPF/015
KALITI METAL PRODUCTS FACTORY
Revision No. 0 Title: Page No.
CUSTOMER SATISFACTION MONITORING Page 5 of 5
& MEUSURMENT PROCEDURE

6 RECORDS

• The Management Representative is responsible to maintain all the necessary records for this process.

7 RELATED DOCUMENTS

Document Number Document Title

OF/KMPF/089 Customers feedback registration form
OP/KMPF/012 Compliant handling procedure
OP/KMPF/006 Management Review Procedure
OP/KMPF/003 Corrective & preventive action procedure
OP/KMPF/010 Date analysis procedure

APPROVAL:
________________________ ___________________________ _________________________
(Name) (Signature) (Date)

PLEASE MAKE SURE THAT THIS IS THE CORRECT ISSUE BEFORE USE