CustomerCustomer RelationshipRelationship

ImplementationsImplementations in in QualityQuality

ManagementManagement SystemSystem

Results of customer satisfaction that constitute

inputs to all processes operate within the

Institution feed the system to render quality

service.service.

New arrangements are made to provide service

in accordance with the expectations of customers

by understanding the requirements of them.

Summary of System OperationSummary of System Operation

1. Complaint Follow-up Screen

2. Forwarding Demand and Complaints to

Quality Management System

3. 100% Customer Satisfaction Surveys

4. Company Visits

5. Improvements

11

Complaint FollowComplaint Follow--up Screen up Screen

Complaints concerning the services rendered byOstim OSB are followed-up and analyzed byregistering on a programme operated online.

System that we call as Complaint Follow-up

Screen ensures to follow-up the troublesScreen ensures to follow-up the troublesemerge in visible environment during serviceoffer and led the responsibles to provide solutionto the customers in a reasonable period of time.

Complaints, View Records [id:567]Switch to Complaints ListClick to view users’ messages�Complaint date of arrival : February 12, 2009Company Name : TÜZÜN TEL ÖRGÜ, EMGECustomer Name : Mr. Đsmail, Mrs. MügeAddress Info : 5. SOK NO: 15, 1211 SOK NO: 14Telephone : 3540584, 3549271Mobile Phone : Matter of Complaint : Ostim Gazette is not delivered to the Company. Relevant Department : Press and Public Relations Relevant Department : Press and Public Relations Related Persons : KEMAL ÇEKÜÇDate of assignment : History : Both companies state that the gazette was not delivered to their companiesafter the February issue was sent. Customer Demand :Department delivery date : February 12, 2009Solution Offer 1 :Solution Offer 2 :Solution Offer 3 : Complaint termination Date :Observation : Result :Chairman Comment :

Transmitting Demand and Compliants Transmitting Demand and Compliants

2

into Quality Management System into Quality Management System

ComplaintDemand Screen

Registry

Complaint resolved

Corrective-

Complaint not resolved

Records

Corrective-PreventiveActivity

Follow-up

Records

Coordination between Customer Relations

and QualityQuality ManagementManagement SystemSystem

� System supervision,� System supervision,

� Ensuring its improvement in accordance

with the customer.

OSTĐM REGIONAL DIRECTORATE OF ORGANIZED INDUSTRY

Document No OSB.FR.8.5.01.01

Revision No 02

Revision Date 20.11.2008

CORRECTIVE-PREVENTIVE ACTIVITY FORM

Date of issue 01.05.2002

Page No. 1

Page Number 1

Date: 11.03.2009 Form No:

CORRECTIVE ACTIVITY █ PREVENTIVE ACTIVITY ARELATED DEPARTMENT ON INCOMPLIANCE: Directorate of Natural Gas Management and MaintenanceMaintenanceESTABLISHER OF INCOMPLIANCE: Bekir AktürkSIGNATURE : DEFINITION OF INCOMPLIANCE: When Natural Gas Technicians went to subscribers to installcounter, it is understood in the accountancy that the counter has been installed with “ index since indexinformation of the counter was not written on the contract. We kindly submit to your information thatsubscriber contract should be revised.

RELATED DEPARTMENT:

REASON OF INCOMPLIANCE:

3

100 % 100 % Customer Satisfaction Surveys Customer Satisfaction Surveys

Service data of all departments are collected at onepoint and customer satisfaction survey is imposed tocertain amount of service areas in telephone.Department satisfaction curves that are regularlytransferred into graphics each month are in a way themechanisms in which department behaviors as well asmechanisms in which department behaviors as well assolution capabilities are crosschecked.

The reasons why the curves are fallen as well as themeasurements taken are all transmitted to the Boardof Management and all departments together with thegraphic monthly. As long as the Board of Managementis kept informed about the troubles, this would leaddepartments to ensure rapid problem solving.

100% 100% 100% 100%

88%

100% 100% 100% 100%

88%

100% 100% 100% 100%

73%

94%

100% 100% 100%

83%

100%

86%

100% 100%

87%

100% CUSTOMER SATISFACTION RATES

Blue:January Red:February Green:March Purple: April Hellblue:June

ELECTRICITY SUBSCRIPTION ELECTRICITY BREAKDOWN NATURAL GAS SUBSCRIPTION NATURAL GAS

BREAKDOWNENVIRONMENT CLEANING AND SECURITY

Total number of

survey;

2345

Satisfaction; 2059

2008-2010 Number of Surveys

Dissatisfaction; 286

0 0,5 1 1,5 2 2,5 3 3,5

Not satisfied; 286

2008 2008 -- 20102010

Satisfied; 2059

4

Company Visits Company Visits

Weekly visits

Companies that are newly going to action are visited eachWednesday.

Annual Visits

Company visits are continuously realized in 2 months of theCompany visits are continuously realized in 2 months of theyear.

Demand and complaints obtained as a result of visits are reported. Measuments taken by Quality Management Agency and Coordinatorship of Customer Relationship towards the results obtainedare implemented by getting the approval of Regional Manager andthe Administration.

Why company visits?

The quality-trouble of any service could not be

measured appropriately without considering frommeasured appropriately without considering from

the point in which the service is rendered.

5. IMPROVEMENT CASES5. IMPROVEMENT CASES

40%12%

8% 4%

Subscriptions of the year 2010 was not increased

All manholes in the region was cleaned

The number of cleaning teams increased; a new cleaning program was implemented by renting a sweeper

Information given

28%

8%

The number of teams was increased, in-service training was organized

All occupations recorded were accepted to the park

All street names of Ostim were changed by Metropolitan Municipality. Complaints began to be taken concerning address confusion since the previous of street names are already new.are already new.

Solution:

8 luminous maps (in which new/previous street names could be found) were assembled in the region.

After a while fixed maps became insufficient that 5000 pocket maps were designed and distributed to the region.

POCKET MAPS POCKET MAPS

It is considered that since service items of Ostim OSB is quite wide in number, our members are

not informed about all our services. Thus, service booklets, which do not occupy a large place

and which seem to be a guidance, were designed and distributed to all our members.

It is considered that the sentence of “I am awaiting my turn in banks so long” are frequently repeated in survey results.

Solution:

ATM devices in which electricity and natural gas loadings could be realized were assembled in the institution garden.

BEFOREBEFORE AFTERAFTER

CONCLUSIONCONCLUSION::