Customer Satisfaction Assessment Record英文资料.docVIP

1. PURPOSE The purpose of this procedure is to define guidelines for carrying out periodic assessments of the satisfaction levels of customers of Downer EDI Rail. 2. SCOPE This procedure applies to customer satisfaction assessments carried out by Downer EDI Rail Sales Department and by the Downer EDI Rail Facilities. 3. REFERENCES Downer EDI Rail Management System Manual SPP-321 Management System Review SPP-327 Customer Complaints Handling SPP-405 Tendering SPP-406 Contract Initiation SPP-407 Contract Variations SPP-601 Production Planning and Control – Bathurst SPP-901 Locomotive Maintenance Planning and Control – Kooragang Island SPP-1001 Rail Vehicle Maintenance Planning and Control – MPC Dry Creek SPP-1002 Rollingstock Maintenance at Freight Maintenance Centre - Dry Creek SPP-1003 Rail Vehicle Assembly, Testing Maintenance Planning and Control – Port Augusta SPP-1004 Rail Vehicle Maintenance Planning and Control – Eyre Peninsula SA SPP-1101 Planning Control of Rollingstock Assembly, Testing Maintenance - Cardiff SPP-1201 Millennium Train Maintenance Planning and Control – Eveleigh SPP-1301 Rail Vehicle Maintenance Planning and Control – Newport, Victoria SPP-1401 Rail Vehicle Maintenance Planning Control – EDI Rail-V/Line Maintenance PTY. LTD. - Victoria. 4. DEFINITIONS Customer Refers to internal and external customers. 5. PROCESS FLOWCHART Refer to the flowchart for this process in Appendix 1 of this procedure. 6. PROCESS RESPONSIBILITIES 6.1 Customer Focus 6.1.1 Downer EDI Rail has a commitment to customer focus as stated in the company’s quality policy statement. 6.1.2 Downer EDI Rail has documented procedures (Tendering (SPP-405), Contract Initiation (SPP-406), and Contract Variations (SPP-407)) that ensure accurate determination of customer requirements. The above procedures detail the review required to ensure that the customer requirements are met, through the Standard Practice Procedures (SPP’s) pertaining to the relevant Down