In accordance with paragraph 8.2.1 of ISO 9001:2000, the company periodically collects relevant information on the subject of customer satisfaction. This involves pertinently more than only the registration and follow up of complaints. Litecad B.V. has implemented its method for retrieving and processing the relevant information with respect to customer satisfaction as follows.
Policy concerning means and work environment
General
The policy of Litecad B.V. is aimed at meeting as much as possible the demands and wishes of its employees with respect to the availability of means and a working environment that are necessary in order to obtain conformity of products, customer satisfaction, commitment of the employees and continual improvement.
Besides the many informal conversations between the director of Litecad B.V. and the clients, where usually the current affairs are discussed and any existing problems are solved, a formal structure for discussions exists as well.
The director of Litecad B.V carries out an inspection of the work location at least once a year, where the client and the employee are both present. During such a meeting all matters, relating to the work can be discussed. The client as well as the employee can address points of contention. During the inspection of the work place it may be concluded that the next inspection will take place within a few months rather than in a year's time. This will only happen if a plan of action was defined with the corresponding planning.
Additionally, an evaluation meeting is always held at the end of each contract period between the director of Litecad B.V. and the client. In this meeting any possible points of improvement, but also future wishes can be raised.