customer service

PB-Nr
: S11

Customer Service


Issued by Date of Release Version Page
Ing. Mathe 00
1/4



Process ownerr: Hr. Ing. Mathe
Prozess purpose and
target:
Rapid and competent handling of technical customer
inquiries and technical complaints

Schnittstellen

Supplier: Document Process input
Customer inquiry data

Customer: Document Process output
Customer Document of process

Überwachung/Kennzahlen

Quality Average machining time

Environment



PB-Nr
: S11

Customer Service


Issued by Date of Release Version Page
Ing. Mathe 00
2/4



Mmonitoring/characteristic numbers


PB-Nr
: S11

Customer Service


Issued by Date of Release Version Page
Ing. Mathe 00
3/4

Request + first answer

Responsibility
Documents
Filing of complaint
Find cause
Finalize the complaint
Type of question
Complaint
Kundendienst
Verkauf
Kundendienst
Sales reps
Sales reps
Sales reps
Sales reps
Complaint handling
Sales report
Technical consulting
Customer
Customer
S11.02
S11.02
Complaint handling
Sales report
Complaint
Return goods
Eleminate cause
Complaint handling
Internal failure
Compensation
Compensation

Sales





PB-Nr
: S11

Customer Service


Issued by Date of Release Version Page
Ing. Mathe 00
4/4






Receipt
At least following data are to be determined by the customer:
Customer, partner, article, load (so far possible), detailed inquiry.

Accommodation of the complaint
Apart from the input into the data base also the immediate measures stated in the
form are to be initiated so far necessarily and meaningfully.

Cause determination

To serve cause determination:
- check of the quality recordings
- check of the stocks commodity (product audit)
- of attempts locally and in the house
- other activities
Over the cause of the complaint the customer is to be informed in writing or verbally.

Cause recovery
Smaller correction and preventive measures are discussed directly with the
departments and processes concerned and over the complaint handling
documented.
Larger correction and preventive measures become in accordance with. M07 -
improvement handled.

Termination of the complaint
For the termination of the complaint must be processed the possible rear wall AR. A
possible credit note by addition costs is to be determined in co-operation with the
sales, whereby the sales must lead the negotiations.
Afterwards the complaint with the final creation of the complaint handling can be
locked.

The entire statistical allocation of the complaint data and credit notes is made by the
credit note code (M10.01)

Applicable documents
Tiger cockpit
M07 – Improvement
M10.01 - credit note
code EDV