QA- Customer Feedback Management

Professional Team, Focus on Service, No Worries.

SETsafe | SETfuse's Approach to Customer Feedback (Product Quality, Delivery Delays/Errors, Pricing Concerns, Inadequate After-Sales Service, etc.):

Key Principles and Characteristics:

Rapid Response:

Preliminary Analysis: Customer feedback acknowledged within 4 hours.

Interim Measures: Temporary solutions provided within 24 hours.

Case Resolution: Closure within 7 business days (unless otherwise agreed upon with the customer due to specific circumstances).

Attentive Listening:

Thorough understanding of the issue description.

Flexible communication channels (email, video conference, telephone, etc.) to accommodate customer preferences.

Analytical Approach:

Cross-functional teams analyze feedback, incorporating relevant data from product design, production, and inspection processes.

Proactive Solutions:

Serious and diligent approach to addressing concerns; avoiding superficial responses.

Integrity and Transparency:

Fact-based evaluation and honest communication throughout the resolution process.

Continuous Improvement:

Confirmed areas for enhancement are systematically addressed through internal procedures and documentation to ensure customer satisfaction.

Effectiveness Monitoring:

Tracking of product performance in subsequent deliveries to validate the efficacy of implemented improvements.

Handling Product Quality Issues:

For products delivered by SETsafe | SETfuse, if a customer identifies non-conformities with agreed-upon specifications (as documented and approved by both parties), they should promptly notify SETsafe | SETfuse. We will then collaboratively verify the issue and determine the appropriate resolution.

Customer-Related Issues:

SETsafe | SETfuse will provide guidance and information to assist customers in resolving issues stemming from their processes (e.g., lightning test failures, non-compliance with Standard Operating Procedures (SOPs), inadequate testing intervals, or deviations from specified welding temperatures).

SETsafe | SETfuse-Related Issues:

SETsafe | SETfuse will furnish the customer with an 8D Report (or an alternative report format as designated by the customer).

8D Report Structure:

D0: Emergency Response Actions

D1: Team Formation

D2: Problem Description

D3: Containment Actions

D4: Root Cause Analysis and Corrective Action Verification

D5: Corrective Action Selection

D6: Corrective Action Implementation and Monitoring

D7: Preventive Measures

D8: Closure

Customer-Specific Reports:

Reports tailored to customer requirements will be provided, with the specific content, format, data, and supporting evidence determined by the nature of the issue.

Event-Driven Reports:

For specific incidents, specialized reports will be generated, taking precedence over generic formats.

For any inquiries, please contact SETsafe | SETfuse at sales@SETfuse.com.