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What is Customer Satisfaction: -



Foundation of a quality management approach is customer satisfaction.

The level of customer satisfaction decides a company's performance. It serves as a crucial sign of corporate monitoring. Customer satisfaction is given a remarkably high preference in the quality management system in accordance with IATF 16949. So how do you handle it? The response can be found below.



Where does customer satisfaction begin from?


Customer orientation is one of the pillars of the concept of Total Quality Management (TQM). Meaning that exceeding customer standards while also meeting customer requirements is the main objective of quality management.


As the company gains and upholds the confidence of clients and other stakeholders, its success is maintained. Every facet of a customer interaction offers a chance to increase the value of the relationship with the customer. Understanding the client's and other stakeholders' present and future requirements helps the organization maintain long-term success.


This is actually about how your company will develop in the future. Customers are satisfied with your products and services. Future business prospects will also be determined by it. Critical issues include Clause 10.2.5 warranty, Clause 10.2.6 Customer complaint, and Clause 10.2.7 Field Failure Test Analysis. They are consequently included in this conversation. Since post-delivery actions are a component of the services, they are also covered here.



1) 9.1.2 Customer Satisfaction (ISO9001)


The company will keep track of how satisfied customers feel their requirements and expectations have been met. The company will choose the procedures for collecting, studying, and evaluating this data.


Some best practice compliance:-
  • The clause emphasizes on how customers understand the success of the company.


  • Although other methods are permitted and are listed in the NOTE of Clause Description, customer satisfaction evaluations are still the most popular technique used.


  • In the automotive sector, customer scorecards are typical and more accurate than customer satisfaction surveys. You can do a side on the survey of customer satisfaction if you have scorecards.


  • You create a feedback form for a customer satisfaction survey that asks questions about quality, delivery, response, and pricing. Since we only need a hint, it shouldn't be overly specific. Follow-up on points of concern can be done via phone, email, or in-person meetings.


  • The returns must be examined and accepted. The profits must also be averaged and added up. Appreciation should be shown in response to compliments. Negative feedback must be examined, communicated with, and addressed until resolved. In every audit, an IATF auditor will take a look at this region.


2) 9.1.2.1 Supplemental Customer Satisfaction (IATF 16949)


To ensure adherence to the product and process specifications as well as other customer requirements, the company must continuously assess internal and external performance indicators. The following are just a few examples of performance indicators that must be supported by factual data:


Delivery schedule performance, including incidents of premium freight, is measured by the following factors:

  • Delivery plan performance,

  • Delivered component quality performance

  • Customer issues

  • Field returns, recalls, and warranty (where relevant)

  • Customer reports regarding quality or delivery issues, which includes special conditions.


Some best practice compliance:-
  • There are three additional measures of customer happiness, a) Customer disturbance (such as line downs and storage holds), b) Special shipping, and c) Special notices on particular statuses. They are extremely harsh.


  • While some of these data are a) and b) monitored internally, c) is provided by the customer or through their portals.


  • The best way to monitor these statistics internally is as KPI. Additionally, since they are so important, actions can be done right away if any score is below standard.


  • Feedback from scorecards and customer portals has been noted. The authorized person must monitor and assess performance statistics and take appropriate action as needed.


  • One of the feedback items defined in the clause, process review, is typically carried out once a year by production and presented in management reviews.


IATF 16949: What is it?


The IATF 16949 standard provides a roadmap for businesses and organizations that strive for constant product quality and satisfy customer requirements. Additionally, it assists in their ongoing process approach improvement for higher quality and customer happiness. Typically, the ISO standards listed below are used in combination with the IATF 16949 standard.


  • IATF 16949 - Includes additional specifications related to automotive quality management systems.

  • ISO 9001- Provides an overview of specifications for a quality management system.


The IATF 16949 standard has been specially modified to address issues with the automotive industry's many models, intricate designs, escalating competition, and demanding compliance standards. They can concentrate on preventing defects and reducing waste in the worldwide supply chain while still adhering to legal and regulatory requirements. As a result, within a short period of time, automotive businesses saw a steady growth from 56% to 82%.










Customer satisfaction by using IATF 16949 QMS:-


It takes careful planning and process streamlining to build a quality management system that complies with IATF 16949 standards and improves client satisfaction. These kinds of established procedures ensure that you make an effort to fulfil customer standards. Higher retention rates brought on by higher client satisfaction will increase your chances of receiving repeat business. Always bear in mind that keeping customers satisfied is essential to maintaining a loyal following.


As the primary objective, customer satisfaction


It's critical to keep in mind that the IATF 16949 is an automotive quality management system, and that the standard is owned by IATF 16949 member OEM (Original Equipment Manufacturer) businesses. One of the criteria that apply to both ISO 9001:2015 and IATF 16949:2016 is customer-specific requirements. Customer satisfaction is the primary objective of the standard, which is achieved through continuous development, defect prevention, and a decrease in waste and variation.


Customer-specific requirements are simple to identify if an organization's customers are OEMs who are IATF 16949 members. For other customers, however, it is necessary to clearly inquire as to whether they have a unique manual or procedure for their particular needs.



Framework for a QMS about customer-specific requirements






A brief on Understanding the Customer Specific Requirements:-


Understand the definition of customer specific requirements, how they vary from customer requirements, their components and focus areas, how an operations platform can assist you in achieving quality and the highest level of customer satisfaction.


What are the CSR (Customer Specific Requirements)?

Customer Specific Requirements (CSRs) are specifications that the customer develops or provides in accordance with the vendor or manufacturer. These help companies in the automotive sector ensure customer fulfilment. It's crucial to realize that the IATF 16949 Quality Management System (QMS) standard, which the International Automotive Task Force (IATF) developed for the automotive industry, is a crucial part of customer-specific criteria.


What is the difference between Customer Requirements and CSRs?

Customer requirements are those that concentrate on or are particular to the order or product, whether or not they are connected to the IATF 16949 standard, and that are only unique to a customer, according to the International Automotive Oversight Bureau (IAOB).


The IATF 16949 standard or any requirement or clause mentioned therein may be supplemented by customer-specific requirements, which are those that originate from Original Equipment Manufacturers (OEMs). As a result, requirements for customers in general consist of customer-specific requirements.



QMS components for the automotive industry






CSRs:-Organizations have to consider customer-specific requirements as a major source of data and considerations when developing a QMS. Monitoring CSR updates is also essential, particularly given that they are seen as external documents that support the IATF 16949 standard.


Documentation: - A quality manual is a requirement for any automotive company that adheres to a QMS standard like the IATF 16949. It should also include a document that details the QMS's components that handle the customer-specific requirements, such as a table, matrix, or list.


Audit: - Using a checklist or audit plan, an organization's procedures are thoroughly examined when auditing a QMS. In this instance, a section devoted to the customer-specific criteria must be included to ensure implementation and compliance.



Five areas of emphasis for customer-specific requirements:

  • Advance Product Quality Planning (APQP)

  • Failure Mode Effect Analysis (FMEA)

  • Statistical Process Control (SPC)

  • Measurement System Analysis (MSA)

  • Production Part Approval Process (PPAP)







According to the IATF 16949 standard, the following emphasis areas are frequently included in customer-specific requirements:


APQP is crucial when developing new products, particularly those that are safety-critical, and reducing risks because it is used to direct suppliers in creating product quality plans.


It is recommended to perform FMEAs on manufacturing components at least once a year. Here is where vendors can identify problems and promise to resolve them.


Statistical Process Control (SPC)

Suppliers can use statistical techniques to ensure quality when putting CSRs into practice for process control and continuous development.


Measurement Systems Analysis (MSA) –

Suppliers must perform an experimental and mathematical analysis of measurement methods called MSA to determine how much variation exists.


The PPAP is a set of 18 steps that OEMs and suppliers can follow to make sure they fully understand CSRs and that their manufacturing process yields conforming parts at the estimated output rate.










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