Contract Management Process: Customer Feedback Procedure
Scope:
ISO Standard
Compliance:
This procedure applies to customer feedback from any customer.
7.2.3 – Customer Communication
8.2.1 – Customer Satisfaction
Achieve customer satisfaction.
End State:
Maintain awareness of customer perception in order to take action to improve it, if
necessary.
Definitions:
Action Tracker Log:
Management Team:
CDR:
Contract:
Feedback:
QMS:
QMS Tracking
Sheet:
An excel spreadsheet that logs all Correction Actions (CA), Preventative Actions
(PA), and Continuous Improvements (CI)
The PFS President, Senior Program Manager, Program Managers, Quality Control
Manager and Deputy Quality Control Manager. (other representatives as required or
requested [e.g. Human Resources, Contracts Manager, Project Leads, etc.])
Contract Discrepancy Report
Refers to any type of awarded work to which the company has an agreement to
provide a product or a service (e.g.: contract, task order, purchase order).
Information customers provide regarding their concerns, compliments and
complaints regarding products and/or services.
Quality Management System
An excel spreadsheet the Quality Control Manager and Deputy Quality Control
Manager uses to track Quality Control requirements.
Policies:
1.
The Management Team stresses the importance of clearly defined customer expectations during the
development of the Proposal (outsourced component). The Senior Program Manager, Program
Manager and/or Project Lead will ensure these requirements are documented and defined during the
review of the awarded contract during the Kick-Off Meeting with the client.
2.
Customer Feedback Forms are sent to the clients at the 50% and 100% mark of the contract period of
performance.
Note: Customer Feedback may be collected other than at the 50% mark. Some deliverables are not
evenly distributed over the POP for all contracts. At 6 months, for example, is not always the best time
Initial Release: N1 6 May 2015
Contract Management Process: Customer Feedback Procedure
for a 50% customer feedback form. We attempt to hit the “center point” in the work effort and to give
the client something meaningful to comment upon.
3.
The customer sometimes may not be able to fill out a Customer Feedback Form due to restrictions
from Contracting Headquarters or other designated officials. The customers sometime refuse to
complete the Customer Feedback Form. If a customer does not complete the form, for whatever reason,
the Senior Program Manager, Program Manager or Project Lead will verbally ask the customer about
performance and/or product satisfaction and document the comments, to the best of their ability, on the
Customer Feedback Form and sign it. If no feedback is given the Senior Program Manager, Program
Manager or Project Lead wil notify the Quality Control Manager or Deputy quality Cotnrol Manatger
for documenting on the QMS Tracking Sheet.
4.
The Management Team reviews all feedback results quarterly during the Management Review.
Management will determine if action is taken or necessary on any negative feedback and/or any score
on the Customer Feedback Form below an 8. Note: See the Management Process for information on
Management Reviews.
5.
It is the responsibility of each Program Manager and Project Lead to inform the Quality Control
Manager or Deputy Quality Control Manager of any feedback they receive (positive or negative).
Monitoring and
Measuring:
Forms:
Customer Feedback Scores
Customer Concerns & Complaints
Customer Feedback Form
Management Review Minutes & Management Review Slides
Records:
Customer Feedback Forms
Action Tracker Log and Correspondence Files
Procedures:
Formal Customer Feedback on Contract Performance
#
Activity
Responsibility
Record
1.
The Customer Feedback Form will be used to obtain Customer
Feedback twice during the year at the 50% & 100% mark of
Period of Performance (POP). If a contract is less than 6 months
the Customer Feedback is requested at the 100% of the Period
of Performance (POP).
Senior Program
Manager,
Program
Manager,
Project Leads
Customer
Feedback Form,
QMS Tracking
Sheet
Initial Release: N1 6 May 2015
Contract Management Process: Customer Feedback Procedure
2.
If any question on the Customer Feedback Form obtains a score
of less than an 8 (or if negative feedback is given in another
form) Management will determine if an action should be
assigned. The action will be issued into the Action Tracker Log
by the Quality Control Manager and/or the Deputy Quality
Control Manager (from go to the Quality Management Process
– Corrective Action, Preventative Action, and Continuous
Improvement Procedure).
Management
Team, Quality
Control
Manager,
Deputy Quality
Control
Manager
Customer
Feedback Forms,
QMS
Management
Review
Slides/Minutes
3.
The Quality Control Manager and/or the Deputy Quality
Control Manager will compile the Customer Feedback Form
information (including written comments) on a quarterly basis.
This information will be discussed during the Management
Review.
Quality Control
Manager,
Deputy Quality
Control
Manager
Customer
Feedback Forms,
QMS
Management
Review
Slides/Minutes
Customer Complaints/Contract Discrepancy Reports (CDRs)
#
Activity
Responsibility
Record
1.
If during a meeting, phone conversation, In-Progress Review
(IPR), or other customer contact, a concern is expressed or a
Contract Discrepancy Report (CDR) is given, this issue will be
immediately sent via email (for documentation purposes) to the
Quality Control Manager and/or the Deputy Quality Control
Manager. It will be entered into the Action Tracker Log and
assigned an action number for further monitoring and assigned
an action individual (from here go to the Quality Management
Process – Corrective Action, Preventative Action, and
Continuous Improvement Procedure).
Anyone,
Quality Control
Manager, the
Deputy Quality
Control
Manager
Action Tracker
Log
2.
All correspondence from the customer concerning the issue will
be provided by the assigned action individual to the Quality
Control Manager and/or the Deputy Quality Control Manager
for input into the Action Tracker Log and documentation
purposes.
Anyone,
Quality Control
Manager, the
Deputy Quality
Control
Manager
Action Tracker
Log
Initial Release: N1 6 May 2015
Contract Management Process: Customer Feedback Procedure
Senior Program
Quality Control
Manager, Deputy Manager, Program
Manager, Project
Quality Control
Lead
Manager
Customer
Customer Feedback Procedure
Initial Release: N1 6 May 2015
Communicates a
complaint or issues a
CDR
Complete Customer
Feedback Form at
50% and 100% mark
of the contract.
Communicates issue
and all
documentation to the
Quality Control
Manager
If any question is
rated below an 8
take Preventive
Action
Review Customer
Feedback in
Action Tracker &
Customer
Feedback Forms
in Management
Review.
Documents in Action
Tracker Log and
assigns action
individual
Issue flows to Quality
Management
Process (Corrective
Action, Preventative
Action, and
Continuous
Improvement
Procedure)