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PRETESH BISWAS
Your Partner in ISO Standard compliance

Steps for ISO Certification ISO 9001:2015 ISO 14001:2015 ISO 45001:2018 ISO 27001:2022 About Pretesh Biswas

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Satisfaction Measurement
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Process in IATF ISO 9001:2015 Quality Management System

 Pretesh Biswas  IATF 16949:2016  June 27, 2023 4 Minutes ISO 14001:2015 Environment Management
System

ISO 45001:2018 OH& S management

Listen system

ISO 27001:2022 Information Security

The following document templates (tool kits) are provided totally complimentary, free of Management System

charge to use as a starting point for Customer Satisfaction Measurement Process in IATF. As each IATF 16949:2016 Automotive Quality
Management System
business is different, additional documents or revisions would be required to meet your
ISO 31000:2018 Risk Management
organization’s specific needs, requirements, context, risk profile, etc. ​If after reading through all Guidelines
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Quality Management System

1.0 Process Approach for Customer Satisfaction Measurement Process API Q1 4 Quality Management System
Requirements

ISO 19011:2018 Guidelines for auditing

management systems

What is Six Sigma?

What is Project Management?

IATF 16946:2016

IATF 16949:2016 Automotive Quality

Management System

Example of IATF 16949:2016 Quality

Manual

IATF 16949:2016 Internal audit checklist

Example of IATF Manufacturing Process

Audit Checklist

Example of IATF Process IA checklist

IATF 16949:2016 Clause 4.3.1 Determining

the Scope of the Quality Management System
and Clause 4.3.2 Customer specific
requirements

IATF 16949:2016 Clause 4.4.1.1

Conformance of products and processes

IATF 16949:2016 Clause 4.4.1.2 Product

safety

IATF 16949:2016 Clause 5.1.1.1 Corporate

responsibility

IATF 16949:2016 Clause 5.1.1.2 Process

effectiveness and efficiency

IATF 16949:2016 Clause 5.1.1.3 Process

owners

IATF 16949:2016 clause 5.3.1

Organizational roles responsibilities and
authorities and 5.3.2 Responsibility and
authority for product requirements and
corrective actions

IATF 16949:2016 6.1.2.1 Risk analysis

IATF 16949:2016 Clause 6.1.2.2 Preventive

Action

IATF 16949:2016 clause 6.1.2.3

Contingency plans

IATF 16949:2016 Clause 6.2.2.1 Quality

objectives and planning to achieve them

IATF 16949:2016 Clause 7.1.3.1 Plant,

facility, and equipment planning

IATF 16949:2016 Clause 7.1.4.1

Environment for the operation of processes

IATF 16949:2016 Clause 7.1.5.1.1

Measurement systems analysis

IATF 16949:2016 Clause 7.1.5.2.1

Calibration/verification records

IATF 16949:2016 Clause 7.1.5.3 Laboratory

requirements

IATF 16949:2016 Clause 7.2.1 Competence

IATF 16949:2016 Clause 7.2.2 Competence

— on-the-job training

IATF 16949:2016 Clause 7.2.3 Internal

auditor competency

IATF 16949:2016 Clause 7.2.4 Second-party

auditor competency

IATF 16949:2016 Clause 7.3.1 Awareness

IATF 16949:2016 Clause 7.3.2 Employee

motivation and empowerment

IATF 16949:2016 Clause 7.5.1.1 Quality

management system documentation
2.0 Turtle Diagram of Customer Satisfaction Measurement Process
IATF 16949:2016 Clause 7.5.3.2.1 Record
retention

IATF 16949:2016 Clause

7.5.3.2.2 Engineering specifications

IATF 16949:2016 Clause 8.1.1 Operational

planning and control

IATF 16949:2016 Clause 8.1.2

Confidentiality

IATF 16949:2016 Clause 8.2.1.1 Customer

communication

IATF 16949:2016 Clause 8.2.2.1

Determining the requirements for products
and services

IATF 16949:2016 Clause 8.2.3.1.1 Review

of the requirements for products and services

IATF 16949:2016 Clause 8.2.3.1.2

Customer-designated special characteristics

IATF 16949:2016 Clause

8.2.3.1.3 Organization manufacturing
feasibility

3.0 CUSTOMER ASSESSMENT SCHEDULE IATF 16949:2016 Clause 8.3.1.1 Design and
development of products and services
NEXT IATF 16949:2016 Clause 8.3.2.1 Design and
development planning
NAME OF PARTS CUSTOMER CUSTOMER
THE BEING SATISFACTION SATISFACTION IATF 16949:2016 Clause 8.3.2.2 Product
SR.NO REMARKS design skills
CUSTOMER SUPPLIED EVALUATED ON EVALUATION DUE
IATF 16949:2016 Clause 8.3.2.3
ON Development of products with embedded
software

IATF 16949:2016 Clause 8.3.3.1 Product

design input

IATF 16949:2016 Clause 8.3.3.2

Manufacturing process design input

IATF 16949:2016 Clause 8.3.3.3 Special

characteristics

IATF 16949:2016 Clause 8.3.4.1

Monitoring

IATF 16949:2016 Clause 8.3.4.2 Design and

development validation

IATF 16949:2016 Clause 8.3.4.3 Prototype

programme

IATF 16949:2016 Clause 8.3.4.4 Product

approval process

IATF 16949:2016 Clause 8.3.5.1 Design and

development outputs

IATF 16949:2016 Clause 8.3.5.2

Manufacturing process design output

IATF 16949:2016 Clause 8.3.6.1 Design and

development changes

IATF 16949:2016 Clause 8.4.1.1 Control of

externally provided processes, products and
services-General

IATF 16949:2016 Clause 8.4.1.2 Supplier

selection process

IATF 16949:2016 Clause 8.4.1.3 Customer-

directed sources (also known as “Directed–
Buy”)

IATF 16949:2016 Clause 8.4.2.1 Type and

extent of control

IATF 16949:2016 Clause 8.4.2.2 Statutory

and regulatory requirements

IATF 16949:2016 8.4.2.3 Supplier quality

management system development

IATF 16949:2016 Clause 8.4.2.3.1

Automotive product-related software or
automotive products with embedded software

IATF 16949:2016 Clause 8.4.2.4 Supplier

monitoring

IATF 16949:2016 Clause 8.4.2.4.1 Second-

party audits

IATF 16949:2016 Clause 8.4.2.5 Supplier

development

IATF 16949:2016 Clause 8.4.3.1 Information

for external providers

IATF 16949:2016 Clause 8.5.1.1 Control

plan

IATF 16949:2016 Clause 8.5.1.2

Standardised work — operator instructions
and visual standards

IATF 16949:2016 Clause 8.5.1.3 Verification

of job set-ups and 8.5.1.4 Verification after
shutdown

IATF 16949:2016 Clause 8.5.1.5 Total

productive maintenance

IATF 16949:2016 Clause 8.5.1.6

Management of production tooling and
manufacturing, test, inspection tooling and
equipment

IATF 16949:2016 clause 8.5.1.7 Production

scheduling

IATF 16949:2016 Clause 8.5.2.1

NOTE:- CUSTOMER SATISFACTION EVALUATION TO BE CARRIED ONCE IN A YEAR Identification and traceability

IATF 16949:2016 Clause 8.5.4.1

Preservation

4.0 Customer Satisfaction Assessment Form IATF 16949:2016 Clause 8.5.5.1 Feedback
of information from service

Customer Name : Period Under Review: IATF 16949:2016 Clause 8.5.5.2 Service
agreement with customer

Rating IATF 16949:2016 Clause 8.5.6.1 Control of

changes
1 2 3 4 5 Comments IATF 16949:2016 Clause 8.5.6.1.1
Sl. Criteria Description
(If any) Temporary change of process controls
# Fully
Dissatisfied IATF 16949:2016 Clause 8.6.1 Release of
Satisfied products and services

IATF 16949:2016 Clause 8.6.2 Layout

1 Quality inspection and functional testing

IATF 16949:2016 Clause 8.6.3 Appearance

Consistency in Product Quality to items
1.1 meet specified requirement /
IATF 16949:2016 Clause 8.6.4 Verification
needs and acceptance of conformity of externally
provided products and services
a) Chemical Properties IATF 16949:2016 Clause 8.6.5 Statutory and
regulatory conformity
b) Mechanical Properties IATF 16949:2016 Clause 8.6.6 Acceptance
criteria
c) Dimensional
IATF 16949:2016 Clause 8.7.1.1 Customer
authorization for concession
d) Draw Ability
IATF 16949:2016 Clause 8.7.1.2 Control of
nonconforming product — customer-
e) Appearance specified process and Clause 8.7.1.6
Customer notification
f) Product Performance
IATF 16949:2016 Clause 8.7.1.3 Control of
suspect product
Knowledge about the products
1.2 IATF 16949:2016 Clause 8.7.1.4 Control of
being supplied reworked product

IATF 16949:2016 Clause 8.7.1.5 Control of

Response time for attending
repaired product
quality problems and timely
1.3 IATF 16949 Clause 8.7.1.7 Nonconforming
corrective action taken for product disposition
avoiding recurrences IATF 16949:2016 Clause 9.1.1.1 Monitoring
and measurement of manufacturing processes
Line Disruptions / Stoppage due to
1.4 IATF 16949:2016 Clause
Quality / Delivery problems 9.1.1.2 Identification of statistical tools and
Clause 9.1.1.3 Application of statistical
concepts
1.5 Field Returns / Warranty Issues
IATF 16949:2016 Clause 9.1.2.1 Customer
Supplies are mostly cleared for satisfaction
1.6
direct use IATF 16949:2016 Clause 9.1.3.1
Prioritization
Any Notification / Penalty IATF 16949:2016 Clause 9.2.2.1 Internal
audit programme
1.7 imposed due to Quality / Delivery
Problems IATF 16949:2016 Clause 9.2.2.2 Quality
management system audit

2 Cost IATF 16949:2016 Clause 9.2.2.3

Manufacturing process audit
Fair pricing / transparency in IATF 16949:2016 Clause 9.2.2.4 Product
2.1 audit
dealings
IATF 16949:2016 clause 9.3.1.1
Competitive prices and minor Management review, Clause 9.3.2.1
Management review inputs and Clause
2.2 inflation’s absorbed through 9.3.3.1 Management review outputs
productivity IATF 16949:2016 Clause 10.2.3 Problem
solving
3 Delivery
IATF 16949:2016 Clause 10.2.4 Error-
proofing
Supplies are made as per customer
3.1 IATF 16949:2016 Clause 10.2.5 Warranty
releases management systems

Products supplied as per agreed IATF 16949:2016 clause 10.2.6 Customer

3.2 complaints and field failure test analysis
packing norms.
IATF 16949:2016 Clause 10.3.1 Continual
improvement
3.3 Supplies are properly identified.
Example of documentation template for HR
process in IATF
Defective supplies/ rejections are
3.4 Example of documentation template for
negligible.
process of Dispatch of Finished products in
IATF
Response to customer’s
3.5 Example of documentation template for
production schedule changes process of customer complaint handling in
IATF
3.6 Correctness of documentation.
Example of documentation template for
process of Contract Review in IATF
3.7 Timely receipt of documentation
Example of documentation template for
Customer Satisfaction Measurement Process
Timely information (Delivery in IATF
3.8
status) Example of documentation template for
Advanced Product Quality Planning (APQP)
3.9 Premium freight paid if any in IATF

Example of documentation template for

4 Management Control of drawing including ECN and ECR
in IATF
Supports customer’s vision and Example of documentation template for
4.1
goal Production Part approval Process (PPAP) in
IATF
4.2 Solution oriented approach Example of documentation template for
Process of Identification of special
characteristics in IATF
Attitudes of our employees to
4.3
your needs Example of documentation template for
Process of Product Safety in IATF

4.4 Accessibility of key personnel Example of documentation template for

Process of Facility Planning & Deployment
in IATF
Positive management attitude to
4.5 Example of documentation template for
your needs
Process to Manage the use of alternate control
methods in IATF
5 Any other, (Please specify) RANK
Example of documentation template for
Information Technology Process in IATF
A (Top ) B C D E (Poor )
Example of documentation template for
How do you rank Our Company Calibration of Equipment Process in IATF

6 as compared to other similar Example of documentation template for Lab

Management Process in IATF
Suppliers?
Example of documentation template for
Layout Inspection in IATF
If our rank as is lower, please
6.1 Example of documentation template for Plant
suggest areas for improvements
Maintenance process in IATF

7 Any other suggestions? Example of documentation template for

Production process in IATF

Kindly specify any Specific Dis-satisfaction Indicators or Improvements required by you Example of documentation template for
Process of Supplier Selection, Evaluation and
Monitoring.
Dis-satisfaction Indicators (Suggested Dis-satisfaction Indicators observed above (If no
by Customers) indicators are suggested by Customer ) Example of documentation template for
Process of Purchasing and Supplier Quality
System Development.

Example of documentation template for

Process for Incoming Inspection
Signature: Name: Andrew Wilson
Example of documentation template for
Date: 06/04/2019 Designation: Quality Lead Tech Process for In-process and Final Inspection

Example of documentation template for

Thanks you for sparing your valuable time Process for Measurement System Analysis
(MSA)

Example of documentation template for

Process of Validation of Process
5.0 Internal Assessment For Customer Satisfaction
Example of documentation template for
Process of Handling, Storage, Preservation
Customer Name : and Issue of Material
Assessment Year :-
—