Management Review Agenda And Minutes Template Page 4
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6Management Review Agenda and Minutes
ACTIONS TO BE TAKEN,
AGENDA ITEM
OUTCOMES / DECISIONS
COMMUNICATIONS REQUIRED
5. C
i)
Customer complaints …
USTOMER
F
EEDBACK
It was previously noted that not all significant customer
issues may not always be recorded / captured in the
complaints system …… remind all of the importance of
capturing complaints within the management system.
Additional customer feedback / compliments are also
recorded and satisfaction continues to be monitored via
surveys as documented below.
ii)
Customer Satisfaction (CSAT) monitoring and results…
It was noted that the feedback XYZ contract customer
feedback included a comment in relation to the need for
“higher focus on environmental issues and waste
management”.
iii) Customer communication process and feedback received
found to continue be positive. In addition to the satisfaction
monitoring method outlined above, positive customer
feedback continues to be logged.
In general, a good level of customer satisfaction continues to
be perceived with the service and products provided by
MRF
name
. This is also supported by the level of interest in the
utilities market.
Key realization and support processes continue to be noted
6. P
as:
ROCESS
P
ERFORMANCE
P
/
Enquiry management, order win and contract
AND
RODUCT
S
review.
ERVICE
C
Waste collection services.
ONFORMITY
Material recycling services.
Baling and shipment to reprocessors.
Green List waste export.
The performance of the above processes were generally
deemed satisfactory as noted through customer feedback
and internal / external audit.
Process compliance review …
Process compliance monitoring via audit findings
Audit compliance data analysis was conducted for the first 12
to be re-analysed by year-end.
audits completed in 2H 2008 / Q1 2009 – details of this are
Action:
included in section 4 above. Subsequent analysis will be
conducted at the end of 2009 and compliance levels
compared.
Management Review Agenda and Minutes
4
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Parent category: Business