Contract Management Process: Customer …Feedback+Procedure.pdfContract Management Process: Customer Feedback Procedure Initial Release: N1 6 May 2015 Scope: This procedure applies

Contract Management Process: Customer Feedback Procedure

Initial Release: N1 6 May 2015

Scope: This procedure applies to customer feedback from any customer.

ISO Standard

Compliance:

7.2.3 – Customer Communication

8.2.1 – Customer Satisfaction

End State:

Achieve customer satisfaction.

Maintain awareness of customer perception in order to take action to improve it, if

necessary.

Definitions:

Action Tracker Log: An excel spreadsheet that logs all Correction Actions (CA), Preventative Actions

(PA), and Continuous Improvements (CI)

Management Team:

The PFS President, Senior Program Manager, Program Managers, Quality Control

Manager and Deputy Quality Control Manager. (other representatives as required or

requested [e.g. Human Resources, Contracts Manager, Project Leads, etc.])

CDR: Contract Discrepancy Report

Contract: Refers to any type of awarded work to which the company has an agreement to

provide a product or a service (e.g.: contract, task order, purchase order).

Feedback: Information customers provide regarding their concerns, compliments and

complaints regarding products and/or services.

QMS: Quality Management System

QMS Tracking

Sheet:

An excel spreadsheet the Quality Control Manager and Deputy Quality Control

Manager uses to track Quality Control requirements.

Policies:

1.

The Management Team stresses the importance of clearly defined customer expectations during the

development of the Proposal (outsourced component). The Senior Program Manager, Program

Manager and/or Project Lead will ensure these requirements are documented and defined during the

review of the awarded contract during the Kick-Off Meeting with the client.

2.

Customer Feedback Forms are sent to the clients at the 50% and 100% mark of the contract period of

performance.

Note: Customer Feedback may be collected other than at the 50% mark. Some deliverables are not

evenly distributed over the POP for all contracts. At 6 months, for example, is not always the best time



for a 50% customer feedback form. We attempt to hit the “center point” in the work effort and to give

the client something meaningful to comment upon.

3.

The customer sometimes may not be able to fill out a Customer Feedback Form due to restrictions

from Contracting Headquarters or other designated officials. The customers sometime refuse to

complete the Customer Feedback Form. If a customer does not complete the form, for whatever reason,

the Senior Program Manager, Program Manager or Project Lead will verbally ask the customer about

performance and/or product satisfaction and document the comments, to the best of their ability, on the

Customer Feedback Form and sign it. If no feedback is given the Senior Program Manager, Program

Manager or Project Lead wil notify the Quality Control Manager or Deputy quality Cotnrol Manatger

for documenting on the QMS Tracking Sheet.

4.

The Management Team reviews all feedback results quarterly during the Management Review.

Management will determine if action is taken or necessary on any negative feedback and/or any score

on the Customer Feedback Form below an 8. Note: See the Management Process for information on

Management Reviews.

5. It is the responsibility of each Program Manager and Project Lead to inform the Quality Control

Manager or Deputy Quality Control Manager of any feedback they receive (positive or negative).

Monitoring and

Measuring:

Customer Feedback Scores

Customer Concerns & Complaints

Forms: Customer Feedback Form

Records:

Management Review Minutes & Management Review Slides

Customer Feedback Forms

Action Tracker Log and Correspondence Files

Procedures:

Formal Customer Feedback on Contract Performance

# Activity Responsibility Record

1.

The Customer Feedback Form will be used to obtain Customer

Feedback twice during the year at the 50% & 100% mark of

Period of Performance (POP). If a contract is less than 6 months

the Customer Feedback is requested at the 100% of the Period

of Performance (POP).

Senior Program

Manager,

Program

Manager,

Project Leads

Customer

Feedback Form,

QMS Tracking

Sheet



2.

If any question on the Customer Feedback Form obtains a score

of less than an 8 (or if negative feedback is given in another

form) Management will determine if an action should be

assigned. The action will be issued into the Action Tracker Log

by the Quality Control Manager and/or the Deputy Quality

Control Manager (from go to the Quality Management Process

– Corrective Action, Preventative Action, and Continuous

Improvement Procedure).

Management

Team, Quality

Control

Manager,

Deputy Quality

Control

Manager

Customer

Feedback Forms,

QMS

Management

Review

Slides/Minutes

3.

The Quality Control Manager and/or the Deputy Quality

Control Manager will compile the Customer Feedback Form

information (including written comments) on a quarterly basis.

This information will be discussed during the Management

Review.

Quality Control

Manager,

Deputy Quality

Control

Manager

Customer

Feedback Forms,

QMS

Management

Review

Slides/Minutes

Customer Complaints/Contract Discrepancy Reports (CDRs)

# Activity Responsibility Record

1.

If during a meeting, phone conversation, In-Progress Review

(IPR), or other customer contact, a concern is expressed or a

Contract Discrepancy Report (CDR) is given, this issue will be

immediately sent via email (for documentation purposes) to the

Quality Control Manager and/or the Deputy Quality Control

Manager. It will be entered into the Action Tracker Log and

assigned an action number for further monitoring and assigned

an action individual (from here go to the Quality Management

Process – Corrective Action, Preventative Action, and

Continuous Improvement Procedure).

Anyone,

Quality Control

Manager, the

Deputy Quality

Control

Manager

Action Tracker

Log

2.

All correspondence from the customer concerning the issue will

be provided by the assigned action individual to the Quality

Control Manager and/or the Deputy Quality Control Manager

for input into the Action Tracker Log and documentation

purposes.

Anyone,

Quality Control

Manager, the

Deputy Quality

Control

Manager

Action Tracker

Log



Customer Feedback Procedure

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Complete Customer

Feedback Form at

50% and 100% mark

of the contract.

If any question is

rated below an 8

take Preventive

Action

Review Customer

Feedback in

Action Tracker &

Customer

Feedback Forms

in Management

Review.

Communicates a

complaint or issues a

CDR

Communicates issue

and all

documentation to the

Quality Control

Manager

Documents in Action

Tracker Log and

assigns action

individual

Issue flows to Quality

Management

Process (Corrective

Action, Preventative

Action, and

Continuous

Improvement

Procedure)