Quality Guideline : TMR&D/QMS/GL/018. Handling Customer Satisfaction Survey For Project, Product and Services

Size: px

Start display at page:

Download "Quality Guideline : TMR&D/QMS/GL/018. Handling Customer Satisfaction Survey For Project, Product and Services"

Vivien Matthews
10 years ago
Views:

1 PROCESS PROFILE Process Name Process Lead Process Author Process Owner Asst. General Manager Strategy Management Asst. General Manager Strategy Management Asst. General Manager Strategy Management Version No 13 Date Created 28/07/2015 Date Approved 28/07/2015 VERSION HISTORY Version Number Effective Date Page No Description of Changes Authorized By Description of change: All All /03/2006 All /09/2006 1, 2 5 Prepared by: Muhammad Erwan Os hara Omar Reviewed by : Mohd Ikram Ishak Approved by: Dr Arbaeyah Yahya 1. Document Format 2. Distribution List 3. Definition / Abbreviation 4. Flowchart 5. Procedure 6. Records 7. Attachment 8. Performance Measure Reviewed by: Zolkifli Ismail Approved by: Ab Rahim Hj Saleh 1. Add new definition 2. Amend the following items: i. Flowchart ii. Procedure iii. Records iv. Attachment v. Performance Measure Reviewed by : Zolkifli Ismail Approved by: Ab Rahim Hj Saleh Controlled Page 1 of 8

General Manager Strategy Management Version No 13 Date Created 28/07/2015 Date Approved 28/07/2015 VERSION HISTORY Version Number Effective Date Page No Description of Changes Authorized By

2 4.0 15/12/2006 All 3. Amend the following items: i. Flowchart ii. Procedure iii. Records iv. Attachment Reviewed by: Zolkifli Ismail Approved by: Rozita Abd Rahman /06/2007 All 1. Replace new survey form for Research Projects Reviewed by: Zolkifli Ismail Approved by: Rozita Abd Rahman All to new Template 6.0 Dec/2011 All Reviewed by: Jaafar Hj Mohamad Abu Bakar Approved by: Jaafar Hj Mohamad Abu Bakar Replace new survey form for all categories /07/2010 All Reviewed by: Jaafar Hj Mohamad Abu Bakar Approved by: Jaafar Hj Mohamad Abu Bakar Amend Flowchart /01/2011 All /07/2011 All /04/2012 All Reviewed by : Mazlan Chik Approved by: Jaafar Hj Mohamad Abu Bakar All Reviewed by : Mohammad Rafidi Ab Rahman Approved by: Jaafar Hj Mohamad Abu Bakar All Reviewed by : Mohammad Rafidi Ab Rahman Approved by: Mohammad Rafidi Ab Rahman Controlled Page 2 of 8

0 Dec/2011 All Reviewed by: Jaafar Hj Mohamad Abu Bakar Approved by: Jaafar Hj Mohamad Abu Bakar Replace new survey form for all categories 7.

3 /06/2013 All /06/2014 All /07/2015 All Description of change: SEPIA format Reviewed by: Mohammad Rafidi Ab Rahman Approved by: Mohammad Rafidi Ab Rahman Description of change: All Prepared by: Edrina Zainal Reviewed by: Nor Zamilah Muhd Ghazali Approved by: Maimunah Reduan Description of change: change of the process owner i.e. from Business Support to Strategy Management Prepared by: Marini Muhammad Reviewed by: Mohamad Zainuddin Ahmad Approved by: Maimunah Reduan Controlled Page 3 of 8

Rahman Description of change: All Prepared by: Edrina Zainal Reviewed by: Nor Zamilah Muhd Ghazali Approved by: Maimunah Reduan

4 TABLE OF CONTENT Title Page PROCESS FILE... 1 VERSION HISTORY PURPOSE SCOPE ABBREVIATION DEFINITIONS BUSINESS RULES RESPONSIBILITIES PROCESS FLOW PROCEDURES PROCESS MEASUREMENT QUALITY RECORDS REFERENCES... 8 Controlled Page 4 of 8

.. 5 6.0 RESPONSIBILITIES... 5 7.0 PROCESS FLOW... 6 8.0 PROCEDURES... 7 9.

5 1.0 PURPOSE The purpose of this guideline is to ensure that the personnel in Strategy Management Unit will be able to manage Customer Satisfaction Survey activities. 2.0 SCOPE Customer Satisfaction Survey will be conducted on TMR&D s research projects, products and services that have been used/sold to customer. 3.0 ABBREVIATION 3.1 GMSBM General Manager Strategy & Business Management 3.2 AGMSM Assistant General Manager, Strategy Management 3.3 SMU Strategy Management Unit 3.4 TM R&D Telekom Research & Development Sdn Bhd 4.0 DEFINITIONS Customer Process Owner Process Lead Process Author Internal customer (TMR&D staff) & External customer(tm or other companies outside TM) The designated function which holds accountability to drive the operational process ownership, manage performance and process change control The designated function which is responsible to support process owners and ensure effective processes execution. He/she shall be responsible to review on process change control The designated function which holds the responsibility to create new process and/or update existing process documentation 5.0 BUSINESS RULES Non-applicable 6.0 RESPONSIBILITIES 6.1 AGMSM has the overall responsibility to ensure that the personnel of SMU is able to carry out his/her duties well for TMR&D s customer satisfaction survey. 6.2 AGMSM shall ensure that the procedures are clearly understood and able to implement the procedures correctly. 6.3 SMU and Insight Team is responsible to handle customer satisfaction survey, do analysis and provide feedback to process owner as to improve quality of standard of customer service. Controlled Page 5 of 8

1 GMSBM General Manager Strategy & Business Management 3.2 AGMSM Assistant General Manager, Strategy Management 3.3 SMU Strategy Management Unit 3.4 TM R&D Telekom Research & Development Sdn Bhd 4.

6 7.0 PROCESS FLOW Survey for Project, Product & Customer Insight Team/System Strategy Management Start 1. Determine the coverage of the survey 2. Determine sets of questionnaire 3. Distribute relevant questionnaire to customer 4. Receive the survey form and provide feedback 6. Compile CSI analysis report and table at Management Review Meeting 5. Insight system will analyze & generate CSI analysis report Yes Receive completed survey form? 7. Reminders will be sent on a monthly basis via Insight system No Yes Receive completed survey form? End No Controlled Page 6 of 8

Receive the survey form and provide feedback 6. Compile CSI analysis report and table at Management Review Meeting 5.

7 8.0 PROCEDURES Step Detail Description Person In- Charge Documents/ Records 1 SMU shall determine the coverage/in-depth of the survey that includes categories of survey to be conducted, area, sample size, target group and others. 2 SMU shall determine the sets of questionnaires. The sets of survey questionnaire consist of questionnaires specifically catered for Research Project, Product/Software/System, Consultancy/Testing & Training. SMU SMU Survey Forms 3 The relevant questionnaire will be distributed to customer via Insight system (based on the target customer list given by SMU) 4 Customer shall receive the survey form and provide the feedback. Insight Team/ System SMU Category of Survey form: 1) Project 2) Product/ Software/ System 3) Consultancy/Test ing 4) Training Via online system Survey form via Online system 5 Insight system shall analyze and generate CSI Analysis report. Insight Team CSI Analysis Report 6 SMU shall further analyze the CSI result and Analysis Report for Project, Product/Software/System, Consultancy/Testing & Training which shall be tabled in the Management Review Meeting for further actions and improvement plans. SMU CSI Analysis Report 7 For any incomplete survey, a reminder using the Insight system will be sent on a monthly basis. Insight Team/ System Controlled Page 7 of 8

The sets of survey questionnaire consist of questionnaires specifically catered for Research Project, Product/Software/System, Consultancy/Testing & Training.

8 9.0 PROCESS MEASUREMENT Process Activity Customer CTQ Operations Definition Measurement Defect To complete Customer Satisfaction Survey Form and Quarterly CSI Analysis Report Process Cycle Time Cycle time to prepare Quarterly CSI Analysis Report To submit quarterly CSI analysis report on 15 th of April (for Q1), Jul (for Q2), Oct (for Q3), Jan (for Q4) QUALITY RECORDS No Record Name Retention Period Maintained by 10.1 Customer Satisfaction Survey 3 years SMU 11.0 REFERENCES No References Document No 11.1 Quality Manual TMR&D/QP/QM 11.2 Document & Data Control TMR&D/QP/ Customer Satisfaction Survey Form for Project Customer Satisfaction Survey Form for Product/Software/System Customer Satisfaction Survey Form for Consultancy/Testing TMR&D/QMS/FM/081 TMR&D/QMS/FM/091 TMR&D/QMS/FM/092 Controlled Page 8 of 8

0 QUALITY RECORDS No Record Name Retention Period Maintained by 10.1 Customer Satisfaction Survey 3 years SMU 11.0 REFERENCES No References Document No 11.1 Quality Manual TMR&D/QP/QM 11.

Quality Procedure : IT Helpdesk Services. Process Lead Head of IT Unit Version No 9.0. 1.0 06/06/2006 All Original Document DCA. The current process

Quality Procedure : IT Helpdesk Services. Process Lead Head of IT Unit Version No 9.0. 1.0 06/06/2006 All Original Document DCA. The current process PROCESS PROFILE Process Name IT Helpdesk Services Process Lead Head of IT Unit Version No 9.0 Process Author Executive IT Unit Date Created 15/05/2014 Process Owner CFO Finance Division Date Approved 03/06/2014