Management System and Accreditation
COMPLAINT HANDLING PROCEDURE
a) Complaint Reception and Recording
Complaint Reception: Complaints from customers are received via phone, email, website, or face-to-face interactions.
Recording: Received complaints are meticulously recorded by customer service or the relevant department. Information such as the type of complaint, complainant details, date, and time are noted.
b) Preliminary Review and Evaluation
Review: The details of the complaint are examined, and an initial assessment is made. At this stage, the urgency and priority of the complaint are determined.
Feedback: The customer is informed that their complaint has been received and evaluated. If necessary, additional information or documentation is requested.
c) Referral to Relevant Department
Referral to Department: The complaint is directed to the relevant technical or administrative department. For example, if there is a technical issue, it is forwarded to the engineering or quality control department.
Assignment of Responsibility: A responsible person or team is assigned to resolve the complaint.
d) Detailed Review and Analysis
Root Cause Analysis: A detailed analysis is conducted to identify the root cause of the complaint. This may involve product inspections, quality control tests, or field assessments.
Solution Development: Possible solutions for the identified problem are developed and evaluated.
e) Solution Implementation and Follow-Up
Solution Implementation: Agreed-upon solution steps are implemented. This may include product repair, replacement, or providing a specific service.
Follow-Up and Verification: The effectiveness of the solution is monitored. The customer is informed that the solution has been implemented and the issue has been resolved. Customer feedback is obtained to ensure satisfaction.
f) Documentation and Reporting
Documentation: All processes and actions taken are meticulously documented. All steps from the initiation of the complaint to its resolution are recorded.
Reporting: Periodic reports are prepared regarding complaints and their resolutions. These reports are analyzed within the quality management system framework, and opportunities for improvement are assessed.
g) Continuous Improvement
Feedback Evaluation: Customer feedback and complaint analyses are regularly reviewed. Continuous improvement in systems and processes is ensured.
Staff Training: Staff are continuously trained and educated to prevent complaints and handle them effectively.
TEST SERVICES
The following tests are conducted in our laboratory:
Resistance measurement
Rate of change measurement
Insulation resistance measurement
Oil penetration voltage measurement
Applied voltage test
Induced voltage test
No-load operation test
Short-circuit loss measurement