1. Purpose
The purpose of this procedure is to enhance customers' reliability by taking proper actions before and after
selling products in order to satisfy customers and by getting rid of customers' difficulties.
2. Scope
This procedure applies to customer managements.
3. Terms and definitions
1) Before service; B/S
(Before customers' complaints on products, visiting customers and finding out inconvinience
and things to be improved
2) After service; A/S
(Resolving customers' complaints on our products)
3) 클레임 (Claim)
(Customers' complaints on defects in our products. Claims also includes reparation for complaints
4. Responsibility and authority
1) An approver or the CEO
(1) A final approval of B/S plans
(2) An approval of countermeasures for customers' complaints
(3) An approval of verification of customer satisfaction index
2) Sales department
(1) Preparing B/S plans
(2) Registering A/S and complaints. Collecting and informing them to quality control department
(3) Reviewing B/S plans when needed
(4) Reporting countermeasures for complaints to customers
(5) Measuring customer satisfaction index every year
3) Q.C
(1) Collecting and controlling A/S and customers' complaints
(2) Supervising preparations for countermeasures for quality defects
(3) Follow-up control in company with sales department
(4) Supervising consultations on countermeasures with customers
(5) Supervising and controlling carrying out of countermeasures
4) Production department
1) Registering A/S and complaints from customers
2) After registering, transferring them to sales and quality control departments
3) Cooperating with other departments to prepare countermeasures
5. Work Process
1) Preparing plans for customer satisfaction investigation
(1) The sales department prepares plans for customer satisfaction investigation
(2) Prepare plans for B/S in the beginning of each year
(3) Prepare customer satisfaction index sheet
(4) Set a date for visiting customers