| 8.2 | MONITORING & MEASUREMENT |
| 8.2.1 | Customer Satisfaction |
8.2 Monitoring and Measurement
8.2.1 Customer Satisfaction
The company monitors and
measures information related to customer’s (doctors, distribution companies,
and patients) perception at defined intervals as to whether the organization
has met customer’s needs and expectations according to customer communication
procedure. Customer feedback provides an early warning of quality problems,
which will be managed through corrective and preventive action system.
Methods
of obtaining and using customer satisfaction and/or dissatisfaction information
may include the following:
Customer complaints
Customer
returns and claims
Questionnaires
and surveys
Direct
customer communication
Recognition
and awards from customers, associations, and consumer
Customer
visit
Repeat
Customer, Referrals and Market Share
1st
article responses
Previous
audit
Corrective action
The
departments associated in gathering customer information are Quality Assurance,
Dispatch and Distribution, Marketing and Sales.
A
documented procedure has been established and is maintained for customer
feedback.
The
results of analysis of customer satisfaction data collected from various
sources are discussed in management review.
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