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From: Jeffry Elmer (jeffelmer@eurtrue.com.sg)

To: usmanrastgar@gmail.com;
Date: Thu, July 7, 2011 3:08:15 PM
Cc:
Subject: Bechtel satisfaction

Dear all,
I have recently submitted a customer satisfaction questionnaire to all our cients and I got the results
back from Bechtel today. I was not happy because apparently we have a lot of room for improvement.
They gave Eurtrue a rating and comments and I have taken that information and condensed it to the
following for your review, and personal attention. Each of you must take the responsibility to improve
your knowledge of Bechtels requirements and your own performance.
The following key issues are of concern:
1. You are to read, understand and follow the requirements of the SQ-211 Assignment
Transmittal. This provides a wealth of information which is essential to the successful
completion of the assignment. Recent feedback from Bechtel suggest that this is not being done.
Please re read this and put it to use in your Bechtel activity.
2. Exit calls have not been made by the SQRs prior to leaving the suppliers facility. It is of prime
importance to keep Project informed as to the general status of the SQRs daily activities; its
good to know even if there are no problems. All SQRs shall be familiar with Section 3.03 of
the Quality Surveillance Manual.
3. The Initial Visits or Pre Inspection Meetings are generally poorly reported and would
suggest poorly conducted; the prime reasons being:
a. Lack of assignment Pre-Planning
b. Poor understanding of the Initial Visit requirements
c. Lack of experience in chairing such a meeting; especially if the Client is present.
This is a serious wake up call for us, and something we cannot ignore. I want to develop Bechtel into a
bigger client for us but unless we can improve our performance they will not increase our number of
assignments and could reduce them in response to our continued lack of understanding of their
requirements and mistakes.
We want Bechtel to prefer us to the other inspection agencies. When they have an assignment we want
them to call us first.
Our future is in your hands. Your daily inspection activity and the reports are what Eurtrue will be
judged by and what will decide our fate with Bechtel and all of our clients.
I am counting on each of you to do his part to boost Eurtrues image with our clients.

http://us.mg2.mail.yahoo.com/dc/launch?.gx=1&.rand=24g84uv7hlg85

7/7/2011

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I want to see a reply from each of you that you understand the issues and will make a consistent effort
to improve in the areas where needed. I realize that all the comments do not apply to everyone and
some more than others.
Thank you and regards,

Jeff Elmer - General Manager

........................................................

Eurtrue Overseas Pte Ltd

12 Prince Edward Road
#03-11 Podium B, Bestway Building
Singapore 079212
Tel: (65) 6227 5477
Fax: (65) 6221 3956
.........................................................

http://us.mg2.mail.yahoo.com/dc/launch?.gx=1&.rand=24g84uv7hlg85

7/7/2011