Customer Relation

1. Purpose

This procedure is to ensure that all of our customers are always satisfied with FAAS's products and services.

2. Scope

This procedure is to cover all technical related activities for products and services.

3. Abbreviation

  1. CMM - Component Maintenance Manual
  2. COO - Chief Operating Officer
  3. DO – Delivery Order
  4. LOD - Lead of Department
  5. OEM - Original Equipment Manufacturer
  6. PO – Purchase Order
  7. QA/CD - Quality Assurance/Control Department
  8. QA/CE - Quality Assurance/Control Executive
  9. QA/CM - Quality Assurance/Control Manager
  10. QAP – Quality Assurance Personal

4. Definition

Non-Conformance items are:

  1. Items that do not meets its designed specification as stated in item specification note or purchase order
  2. Items that have not being serviced as required in it is maintenance manual or work scope agreed by both parties.

5. Acceptance Process

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6. Customer Complaint Investigation Process

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7. Documents and Forms

  1. Form A: Discepancy Report
  2. Form B: Customer Complaint Form
  3. Form C: Customer Satisfaction Survey Rating
  4. Form D: Service Tag/Equipment Tag

8. Reference

  1. ISO 9001:2015 - Clause 8.2.1 Customer Communication
  2. ISO 9001:2015 - Clause 9.1.2 Customer Satisfaction
  3. ISO 9001:2015 - Clause 9.1.3 Analysis and Evaluation