Monitoring, Measurement, Analysis and Evaluation

January 2018

Biodata monitors and measures a range of criteria to ensure customer satisfaction. The targets against which measured values are compared are listed here

1. Achievement of delivery time quoted
2. Number and type of customer complaints
3. Number and type of Concessions
4. Non-conformance count
   
5. Number and reason for Service returns for part failures
   
6. Number of Post-delivery updates
7. Customer satisfaction surveys
8. Customer support requests

All these issues are considered at the Management Review Meeting and the measurements compared to our targets. Corrective and preventative action is also discussed at the meeting. When a need for improvement is identified, the solution is passed to the Quality Manager who implements and monitors the process change.

Each non-conformity and customers' post-sales communication is recorded by the Sales Department.

(Clause 2015:9)

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