CH. 4 Professional Engineering Service
65
CTCI maintains a 'dedicated engineering to satisfy clients'
vision, and stringently requires internal staff to be responsible for
the quality of their work from design, execution, to maintenance.
Additionally, according to the 'Procedures on Strengthening
Customer Service,' we carefully handle any feedback from external
clients. Hence, the Company has purposely added this procedure
into the project execution proposal, so clients are able to provide
precious suggestions at any time, so that we may carefully
categorize, analyze, handle, and to respond to these feedback.
Besides passively taking in customer feedback, the Company
also proactively seeks for public opinion. First of all, we have
formed a cross-departmental 'customer opinion unit,' headed
by our General Manager, and the team will conduct customer
satisfaction survey for projects underway and within warranty
period every 6 months. We undertake a scientific, methodical
analysis and propose recommended improvements, then the
General Manager will supervise each department to implement
solutions to ensure that the quality of our engineering matches
customer's trust and expectations.
Compile the survey list
Flowchart for Customer Satisfaction Enhancement
Administration & General Service Dept.
Marketing & Sales Units
Project Divisions
Other Divisions/Colleagues
Export the list of projects
Select projects under execution or within
the warranty period to be reviewed by the
head of business operations
Visit the customers of large-scale EPC
projects on a periodic basis and
document the visit results in the “List of
Customer Visit” to be submitted to the
heads of business operations
Check information of the list in
the questionnaire
Questionnaire Design, delivering and
tracking
Track the results
Fill in the Comments/Solution Report
within the specified time ordered by
the head of business operations *
Properly mark the Regulation in the
Project Execution Plans
Fill in the Comments/Solution Report
within the specified time ordered by
the head of business operations *
Record the awards received from
customers, including certificate of
merits, medals and trophies based
on GCP-306-E
Review and record the cause for
failure of return
Trouble-shooting
Fill in the Notice of Customer’s
Feedback to be reviewed by the head
of business operations
Send Thank-you letters upon obtaining
the President’s signature
Make meeting minutes
Upload the survey results and meeting
minutes to EIS
Information compiled and uploaded to
CCC
Compile statistics and
relevant information,
and then convene the
Customers
Services Feedback
Group Meeting
Questionnaire
return
Customer
complaint
Customer
Complaint
Questionnaire
return
No
No
Yes
Yes
Yes
No
No
Yes
Report the opinions of customers for
routine operations to head of business
operations
Client Satisfaction
4.4
