PP097 V01 Customer Focus Procedure

    PP097 V01 CUSTOMER FOCUS PROCEDURE


    DOCUMENT BRIEFING
    PP097 V01 CUSTOMER FOCUS PROCEDURE

    The following Policies/Procedures are detailed within this briefing:

  • PP097 V01 CUSTOMER FOCUS PROCEDURE

    • Line Managers shall brief their team as soon as possible on the relevant information contained within these documents, as required.

    Once briefed, all individuals shall then record read & understood receipt through the internal briefing process.

    This procedure has been included into the ECS Integrated Management System.

    The purpose of this procedure is to ensure that ECS have arrangements in place to manage and record customer feedback. Customer feedback also includes complaints and is used to share any lessons learnt or best practice from previous projects to help support ECS’s journey of continuous improvement.

    This procedure applies to ECS and its contractors and places responsibilities on the following:

    DIRECTORS:

  • Ensure that sufficient resources are provided for the implementation of this procedure and its review.
  • Ensure that any feedback received is evaluated, recorded and any areas of improvement, lessons learnt or best practice is shared and implemented throughout ECS.

    • HEAD OF SAFETY & ASSURANCE:

  • Ensure compliance with the requirements of this procedure.
  • Shall discuss any positive/negative feedback received at the Monthly HSEQ Meeting for the sharing of best practice/lessons learnt.
  • Shall summarise the feedback within the Monthly HSEQ Performance Dashboard Report.
  • Complete/maintain the Customer Feedback Register.
  • Maintain all Customer Feedback/Complaint Forms received for record/reference.

    • PROJECT MANAGER:

  • Monitor feedback received during the project and shall communicate with Site Managers/Supervisors to understand any issues raised.
  • Discuss the feedback form with the Client Representative at project completion and input the feedback into the Project Close Out Register.
  • Provide completed feedback forms to the Head of Safety & Assurance for review/analysis of trends.

    • SITE MANAGERS/SUPERVISORS:

  • When receiving feedback from customers/partners during the project, shall do so in a courteous & positive manner.
  • Record feedback from the customer/partner and advise the appointed Project Manager & Head of Safety & Assurance, as soon as possible.
  • Discuss and support with determining and implementing corrective actions to eliminate and prevent reoccurrences of the non-conformities.
  • Establish effective communication links with the customer/partner to promote an excellent professional business image.

    • The procedure explains the process for the completion of the Customer Feedback Form, including the scoring system. The process for if complaints are received is also detailed within the procedure.

    REFERENCE DOCUMENTS:

  • Customer Feedback Form – PF076.0
  • Complaint Form – PF076.1
  • Customer Feedback & Complaints Register – PF076.2
  • Project/Contract Close Out Register (located on the ECS shareddrive) – PF076.3


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