CUSTOMER PROCEDURE

1.0 OBJECTIVE: Evaluation of customer complaints and satisfaction at Kaplan Transformer Energy Laboratory

2.0 SCOPE: Experiment, Quality Management System

3.0 RESPONSIBLE: All Staff

4.0 PROCEDURE DETAIL:

4.1 Customer – Internal Customer

There are two types of customers in the laboratory.

Customer; Any company/person requesting an experiment to Kaplan Transformer Laboratory.

internal customer; Kaplan Transformer Energy ITH. IHR. INDUSTRY AND TRADE. LTD ŞTİ and the transformers produced within the company are tested in accordance with the Laboratory Service Agreement.

4.2 Customer Satisfaction and Complaints

4.2.1 The Complaint and Suggestion Form is used to evaluate the positive or negative feedback that may be received from the customer regarding the situations that may occur during the laboratory operation, during the experiment, and during the delivery of the necessary documents to the customer after the experiment.

4.2.2. In cases where the customer considers negative as a result of laboratory studies, the customer uses the Complaint and Suggestion Form and reports his/her complaint in writing and the Laboratory Manager evaluates the complaint. The same is done for the suggestion.

4.2.3 If a complaint is received from the customer regarding the tests performed, the Laboratory Supervisor re-checks the test result and in case of nonconformity, necessary studies are carried out in accordance with the Control of Inappropriate Test Work Procedure.

4.2.4 As a result of the evaluations, the customer is notified if the test is required to be repeated. In case of non-compliance, the customer is notified in writing with the reasons.

4.2.5 In case of any disagreement during the repetition of the experiment with the Laboratory Supervisor and the Experiment personnel, the situation is recorded on the Complaint / Suggestion Form. Then, the experiment is repeated in a third Laboratory to be agreed with the Customer, and the decision is made after its evaluation. The trial fee is paid by the unfair party.

4.2.6 In case the test results are different in the repeated experiments; Considering the effect of the other services where the same test is applied, procedures are applied according to the Laboratory Control Procedure for Unsuitable Test Work and the Procedure for Test Methods and Quality Assurance.

4.3 Customer complaints through the Accreditation Agency and other interested parties

4.3.1 Complaints from the Accreditation Agency are handled by the Laboratory Manager and the Laboratory Supervisor.

4.3.2 Process is initiated by the Laboratory Supervisor with the Complaint and Suggestion Form.

4.3.3 The accreditation body is informed in writing about the solution.

4.4 Customer Service

4.4.1 The request of the customer or his representative to be an observer during the experiments is evaluated by the Laboratory Manager and the General Manager and an appointment is made.

4.4.2 In line with the request of the customer or his representative, the Laboratory Supervisor will meet with the Experiment Personnel who will carry out the experiments. Considering the workload in the relevant department, the appropriate date is determined for the service to be given to the customer or his representative. The determined date is notified to the customer in writing by the Laboratory Manager.

4.4.3 Before the visit of the customer or his representative, making the necessary arrangements in the laboratory within the framework of the principle of confidentiality and reliability; Provided by the Laboratory Manager.

4.4.4 After the customer or his representative is accepted in accordance with the Laboratory Visitor Confidentiality and Liability agreement; The Laboratory Supervisor is informed about the confidentiality of the activities carried out in the laboratory, and is not allowed to enter the irrelevant part. Laboratory Visitor Confidentiality and Responsibility Agreement is applied to prevent other customers from seeing their experiments or test results while they are in the laboratory.

4.4.5 If the customer or his representative requests it during his stay in the laboratory, test methods, measurement and test devices etc. All necessary information is given by the Laboratory Supervisor.

4.4.6 Proprietary and non-proprietary rights that the customer wishes to remain confidential are specifically protected by all laboratory personnel. The results of the customer are kept in printed media and delivered to the customer in a sealed envelope. The test results are communicated to the customers electronically, if the customer requests it in writing.

4.4.7 Kaplan 1 Transformer Laboratory Quality Management by making use of positive and/or negative feedback from customers

For the continuous improvement of the system, practices are carried out according to the Corrective Action Procedure and the Preventive Action Procedure.

4.5 Customer Survey

4.5.1 A survey is conducted with customers in order to improve laboratory services and learn customer expectations.

4.5.2 The Laboratory Supervisor decides on the customers to whom the survey will be conducted and the questions to be included in the survey.

4.5.3 The laboratory takes the necessary corrective and preventive actions by considering the results of the survey. Surveys are recorded by the Laboratory Quality Management Representative.

4.5.4 Records of the survey results are presented to the Management Review Meeting by the Laboratory Quality Management Representative, and at the meeting, the evaluation of the laboratory service performance and the studies that can be done to increase customer satisfaction are reviewed.

4.6 Customer Notification

4.6.1 The laboratory manager shall first meet with the customer for the test requests from internal and external customers and inform them about the Decision Rule and the Declaration of Conformity.

4.6.2 After informing the responsible personnel, he asks the customer to state his request in the field specified for the Decision Rule in the Experiment Request Form.

4.6.3 In case of changes in the test standards, the customer is informed and requests are received after the notification.
4.7 All records of customer complaints; It is recorded by the Laboratory Supervisor in accordance with the Records Control Procedure. At the end of the evaluations, current situation determinations are made and evaluated within the framework of the Laboratory Management Review Procedure.

5.0 Related Documents

6.0 Revision

1- 13.07.2021

Laboratory customer service and complaint resolution procedure (KPL/LKS/PRO/7) and customer complaint, suggestions and survey procedure (KPL/LKS/PRO/18) have been combined. It is numbered PRO-05.

2- 3.12.2021

4.6 Informing Customers clause has been added.