Customer Communication Procedure
The purpose of this procedure is to formally review, that Customer requirements can be achieved within the factory.
This procedure applies to all contracts accepted by the UK Commercial Director, General Manager, Country Manager.
RESPONSIBILITY AND AUTHORITY
The UK Team, UK Commercial Director, Country Manager, General Manager, Finishing Manager, Merchandising & Purchasing Manager, Planning Manager, Pattern Technical Manager, Quality Assurance Manager, Fabric Technologist are responsible for ensuring this procedure is adhered to.
Customer: Customer will refer both to the UK Head Office and to the final customer Marks & Spencer (M&S).
CCS: Contract Control Sheet
|What Is Customer Communication Procedure?|
1.5.1 UK Risk Assessment Meeting
The UK Management team will do the Risk Analysis for all styles and forward results to the factory for review.
Responsibility - Technical Director
1.5.2 Customer Liaison
All direct contact with the final customer will be done through the UK team with reference to contract review. The UK team will liaise with the final customer and feed back information to factory. This process of communication will be in the form of e-mail or telephone conference. Responsibility - UK Team
The relevant Department Heads will communicate with their Subordinators in the factory.
1.5.3 Contract Review
Contract review of the Customer order will be discussed with the UK Commercial Director or his nominated representative and the General Manager to agree the Critical Path for the product.
Responsibility - UK: Commercial Director or nominated representative
Factory: General Manager, Merchandising Manager & Planning Manager
1.5.4 Customer Complaints
All Customer complaints will be handled by the Country Manager, General Manager, Operation Manager, Merchandising Manager, Pattern Technical Manager, Quality Assurance Manager and Fabric Technologist. Corrective action regarding the complaint will be sent back to the UK team to discuss and liaison with the customer. Responsibility - General Manager & Country Manager
Customer complaints are communicated through the following documents,
- Audit Failures,
- Firewall Failures,
The UK Team communicate this information to the Quality Assurance Manager.
1.5.5 Customer Feedback
All Customer feedback on complaints will be handled by the Country Manager, General Manager, Operation Manager, Merchandising Manager, Planning Manager, Pattern Technical Manager, Quality Assurance Manager and Fabric Technologist. Corrective action regarding the feedback will be communicated to all ensuring customer satisfaction. Responsibility - General Manager & Country Manager
1.5.6 Product Amendment
Any pattern amendments to styles are received to the Accumark department and copied to the Pattern Technical Manager. It is responsibility of Pattern Technical Manager to ensure all relevant personal receive the relevant information.
Responsibility - Pattern Technical Manager
Amendments to pattern must be authorised by the UK Technical Team. The UK Team will communicate these amendments to the Pattern Technical Manager for the attention.
1.5.7 Contract Amendment
This process applies to all contracts when an amendment is required. When colouring, quantities or ratio’s change a revised Merchandising Contract (CCS) will be issued from the Head Office. The new Merchandising Contract noting the change is distributed to the Departments concerned. A record of amendment is kept on file. Responsibility - Merchandising Manager & Planning Manager
Engr. Kh. Mashiur Rahman Email: firstname.lastname@example.org