Work Instruction / Number: MS-0003056
Revision:21.0
Effective date: 2017-04-25
Author:Steven Luo / Wing Lee
Owner:Dr. Keiter
Handling of Customer Voice
Legal Scope: Legal entity
Business Scope: Business field
Process Scope: Process level
- Objectives
This work instruction describes the detail steps regarding receiving, recording, first response to customer, analysis and responsibilities assignment, investigation and correction, response to customer, check with customer, root cause analysis and corrective action, follow up and records disposal for handling and processing of customer voice (Appeal / Certificate related complaint / Commercial Complaint / Complaint / Dispute / HSE Aspect / Incident / Negative Comments / Praise / Suggestion) that are related to the TÜV Rheinland Greater China in order to improve the service quality.
- Scope of Application
TÜV Rheinland Greater China (Here below referred as TRGCN)
- Terms and Abbreviations
Abbreviations: See MS-0013990 Abbreviation in Greater China
Term / DefinitionAppeal / Written request by a party (appellant) who has worked with TRGCN on services and activities, including but not limited to Testing, Inspection, Certification, New standard and/or normative document development, Certification scheme development and operation, for reconsideration by TRGCN of a decision made regarding the provided services and activities. (derived from ISO/IEC 17000 clause 6.4)
Such decision includes: rejection of application for testing / inspection / certification service, rejection for continuing testing / inspection / certification task, request for corrective actions, withdraw certificate/report, suspend or withdraw certification, adoption or removal of a proposed criterion in a standard and/or normative document, approval or disapproval of a draft standard/normative document, adoption or removal of a proposed function/activity/element in a certification scheme etc.
Certificate Related Complaint / All inquiries by end users, authorities, importers, traders, etc. about certified products that have been placed or are about to be placed on the market with regard to the conformity of the product with specified requirements or to defects that compromise the compliance with certification requirements.
Commercial Complaint / A commercial complaint is a process which as a rule, directly or indirectly references an invoice sent to a customer and is clearly differentiated from cases regarding trade receivables.
Facts related to accounts receivables (e.g., customer wants delayed payment, installment payments, retroactive reminder notice because invoice was not deliverable and bad debt, etc.) are not commercial complaints. Here, the regulations covered by QM-process instructions for management of trade receivables are applicable.
Strictly speaking, complaints caused by behavior and service are not commercial complaints, but can later trigger commercial activities (credit memos, cancellation, etc.) when complaints are handled. Complaints based on behavior and services are not recorded in SAP Z-COMPLAINT, those handling shall comply with “Handling of Customer Voice”.
Complaint / Expression of dissatisfaction made to TRGCN from External and Internal, related to its provided services, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected. (derived from ISO 10002 clause 3.2)
Dispute / <Dispute resolution> disagreement, arising from a complaint, submitted to a provider that supplies and operates a dispute resolution process, external to TÜV Rheinland Greater China. (excerpt from ISO 10003 clause 3.6)
HSE Aspect / Services / products / activities that can interact with the environment or health and safety to create impacts are called HSE Aspects.
Incident / An "Incident" that requires action within the framework of this procedure is defined as follows:
a) Any malfunction, failure or deterioration in the characteristics and/or performance of a device, as well as any inadequacy in the labeling or the instructions for use which, directly or indirectly, might lead to or might have led to the death of a patient, or user or of other persons or to a serious deterioration in their state of health;
b) Any technical or medical reason in relation to the characteristics or performance of a device for the reasons referred to in subparagraph (a), leading to systematic recall of devices of the same type by the manufacturer. (excerpt from IVDD, article 11)
Negative Comments / Words come from customer for presenting their experience or concerning on services which behind the expectation, no official reply asked.
Praise / Words come from customer for presenting their appreciation on our services. No response asked.
Suggestion / Words come from external parties for presenting their future expectation on our services, including service scope, service procedure, etc. No response asked.
- Activities
- Inbound Channel
Customer may send their voice to TRGCN via GC service hotline or GC Service Mailbox
Hotline / China Mainland / 40088313008009993668
Hong Kong / +852 21921022
Taiwan / +886 225287007
Mailbox /
4.2Workflow & Responsible
Process / Action / ResponsibleReceive incoming voices / Record the inbound customer voice from external / internal party faithfully and submit to Customer Service Manager within 1 calendar day, including information, such as company name, contact person, concerned project, voice content and etc.
Refer to
Appendix 1: Customer Voice Form or Customer Voice database / TRGCN Colleague
Voice Category and Classification / Check voice content and confirm if the customer voice relates to activities for which it is responsible, if so, then define its category and classification according to received statement, also define the appropriate concerned staff, concerned division / unit / dept. as possible, launch corresponding procedure.
Action shall be done within 1 calendar day, including the receiving day.
Refer to
Appendix 2: Category and Classification
Appendix 3: Complaint level setting / Central Customer Service Manager /
Assigned Deputy
Handling organizational unit assignment / Analyze and assign responsible manager to handle incoming voice as supervision role / Central Customer Service Manager / Assigned Deputy
First response to external party and acknowledgment / Receipt of each Appeal, Complaint (external), Dispute, Incident issue and HSE Aspect shall be acknowledged to the voice raiser by Customer Voice Supervision role or assigned deputy. / Customer Voice Supervision role / Assigned Deputy
Analysis and handling of inbound voice, Investigation and correction development, getting approval for CV correction, response to customer / Check the truth about the incoming voice and develop an immediate correction plan where applicable and try to resolve issues as soon as possible.
Generate a verbal / written response including the explanation and proposed correction from concerned division to customers, and check the acceptance from customer as well, (including Accept, Not accept or No feedback from the customer)
Pass these information and outcome to customer service unit timely. (Excluding Suggestions, Praise and Negative Comments and Commercial Complaint)
Action shall be done within 7 calendar day, including the receiving day. If need the approval from Customer Voice Supervision Role, additional 2 calendar day is allowed.
The concerned staff cannot be the handler, reviewer and approver of the instigation and correction.
Refer to
Appendix 4: Customer Voice Feedback Template / Concerned Customer Voice Supervision role / Supervisor of concerned staff / Business Stream Manager / Business Stream Coordinator / Business Field Manager / Business Field Coordinator / Business Service Function Manager / Service Function Manager / Unit Manager / Department Manager / Assigned Deputy
Legal Counsel
Press Office/Government Relation where related
Root cause analysis and corrective action development / Define the root cause which lead to above scenario, propose the appropriate solution accordingly to prevent similar scenario happened again in future, show fulfillment evidence as well.
(Excluding Suggestions, Praise and Negative Comments and Commercial Complaint)
Action shall be done within 21 calendar day, including the receiving day.
If above lead time request for Root Cause Analysis and Corrective Action cannot be meet, Customer Voice handler shall get the approval from corresponding Division Director and/or Regional QM for lead time extension, also shall show the approval in Customer Voice database as evidence.
The concerned staff cannot be the reviewer and approver of the root cause analysis and corrective action. / Concerned Upper Supervisor of concerned staff / Business Stream Manager / Business Stream Coordinator / Business Field Manager / Business Field Coordinator / Business Service Function Manager / Service Function Manager / Unit Manager / Department Manager / Assigned Deputy
1stround verification for effectiveness / Verify the implementation and effectiveness of the corrective actions
(Excluding Suggestions, Praise and Negative Comments and Commercial Complaint).
Action shall be done within 4 calendar day, including the receiving day. / Quality Representative of Business Stream / Business Field / Business Service Function / Service Function/Assigned Deputy
2nd round verification for effectiveness / Verify the implementation and effectiveness of the corrective actions
(Excluding Suggestions, Praise and Negative Comments and Commercial Complaint).Conduct root cause category definition.
Action shall be done within 4 calendar day, including the receiving day.
Refer to
Appendix 8: Root Cause Category / Quality Representative of Regional / Local /Assigned Deputy
Records dispose / All records shall be kept in electronic format and keep for 10 years in database / Central Customer Service Manager
4.3Appeal handling description
4.3.1It is our policy to request all appeals shall be submitted in written format. This is for the protection of both the appellants and TRGCN. Having the appeal submitted in written ensures we understand the appeal’s facts and necessary information. At any step of the appeal handling process, the customer may require to formally present its case.
Once the written appeal is received, a Customer Voice database record will be entered, to document the appeal. Customer Service Manager shall assign appropriate responsible management for further handling and ensure relevant correction/corrective actions where applicable are proposed in time to appellants.
If customer accepts the proposed actions, Customer Service Manager shall monitor their implementation and ensure they are fulfilled according to predefined time schedule.
Once the appeal process is completed, a formal written statement of the appeal findings including the reasons for the decisions reached will be provided to the appellant. Such information and statement shall be recorded and the appeal can be closed in Customer Voice database.
4.3.2If proposed decision or action is rejected, Customer Service Manager shall convene the Appeal Board. The Appeal Board is consisted of Business Stream Manager / Business Stream Coordinator / Business Field Manager / Business Field Coordinator or his delegate, Customer Service Manager and Quality Representative. The Appeal Board, working with all the parties concerned, is tasked to review and resolve the appeal. The appellant has the right to reject the Appeal Board or its decision.
If the appeal cannot be resolved and the appellant wishes to pursue the appeal further, the case will be transferred to the Advisory Board. The Advisory Board, working with all the parties concerned, is tasked to resolve the appeal. Once it receives the appeal, the Advisory Board must reach a final decision within 30 working days.
4.3.3Appeals to Accreditation Body or take legal actions
If the appellant is not satisfied with the outcome from TRGCN appeal handling process, and wishes to pursue the appeal further, the appeal will be forwarded to the applicable accreditation body and follow the accreditation body’s appeal handling process.
4.4Complaint, Negative Comments, Praise, Suggestion handling description
4.4.1Voice pointed to Business Service Functionunder Business Stream / Business Field related to project issue, such as lead time / price / technical / Report & Certificate and etc., the project owner will be the concerned party. If voice pointed to Service Functionand relevant activity was initialized or responsible by above Service Function, Service Function will be the concerned party, if voice raised due to personal behavior, such as service attitude, the individual colleague will be defined as the concerned party. Normally, the sales person will be defined as concerned party if voice related to quotation phase and project handler will be defined as concerned party if voice related to implementation phase.
4.4.2If voice points to one service provider without specific colleague, the local department head of the service provider will be the concerned party listed in Customer Voice.
4.4.3During ‘Investigation and correction’ stop, if the customer voice supervision role does not equal to its original process operator of ‘Investigation and correction’ stop, the outcome of investigation and correction development shall be sent to customer voice supervision role for getting approval before the customer voice goes to ‘Root cause analysis and corrective action’ stop.
4.4.4All root cause analysis and corrective action development shall be initialized or handled by qualified colleague with managerial function, such as Business Stream Manager / Business Stream Coordinator / Business Field Manager / Business Field Coordinator / Business Service Function Manager / Service Function Manager / Unit Manager / Department Manager, etc.
4.4.5All level 1 complaint shall be supervised by the direct supervisor of concernedcolleague, and he / she shall take responsibility on investigation and correction development, relevant root cause analysis and corrective action development will be done by the upper supervisor of concerned colleague, the effectiveness of verification will be done by Business Stream / Business Field / Business Service Function / Service FunctionQuality Representative and local Quality Representative finally.
4.4.6All level 2 complaint from General Account shall be supervised by the direct supervisor of concerned colleague, and he / she shall take responsibility on investigation and correction development, relevant root cause analysis and corrective action development will be done by the Unit Manager of concerned Business Stream / Business Field / Business Service Function / Service Function, the effectiveness of verification will be done by Business Stream / Business Field / Business Service Function / Service FunctionQuality Representative and local Quality Representative finally. All internal complaint handling flow refers to complaint level 2 from General Account.
4.4.7All level 2 complaint from Key Account shall be supervised by corresponding KeyAccount Manager, and the direct supervisor of concerned staff shall take responsibility on investigation and correction development, relevant root cause analysis and corrective action development will be done by the Unit Manager of concerned Business Stream / Business Field / Business Service Function / Service Function, the effectiveness of verification will be done by Business Stream / Business Field / Business Service Function / Service FunctionQuality Representative and local Quality Representative finally. Corresponding Key Account manager is the communication window to Key Account, any response to Key Account shall go out via Key Account manager, and Key Account manager shall inform the customer feedback to the original process operator of ‘Investigation and correction’ timely.
4.4.8All level 2 complaint from Key Account and points to corresponding Key Account Manager shall be supervised by TRGCN Key Account System Manager, and he / she shall take responsibility on investigation and correction development, relevant root cause analysis and corrective action development will be done by the Unit Manager of concerned Business Stream / Business Field / Business Service Function / Service Function, the effectiveness of verification will be done by Business Stream/ Business Field / Business Service Function / Service FunctionQuality Representative and local Quality Representative finally.
4.4.9All level 3 complaint shall be supervised by Manger / Coordinator of concerned Business Stream / Business Field / Business Service Function / Service Function, and Unit Manager of concerned Business Stream / Business Field / Business Service Function / Service Function, the Direct supervisor of concerned staff shall take responsibility on investigation and correction development, relevant root cause analysis and corrective action development will be done by Manger / Coordinator of concerned Business Stream / Business Field / Service Function, the effectiveness of verification will be done by Business Stream / Business Field / Service FunctionQuality Representative and Regional Quality Representative finally.
4.4.10All level 2 complaint from Key Account which project related shall be responded tocustomer officially in written with signature, all level 3 complaint, appeal, dispute, incident shall provide official response in written as well. The letter shall be initialized by the original process operator of ‘Investigation and correction’. For rest scenario, the customer voice supervision role could decide the method of response, including verbal response or in written. Legal counsel shall provide review support on written response if refund of service fees or payment of compensation related. The signature shall be signed by the manager who being the original process operator of ‘root cause analysis and corrective action’ or above, signature from Key Account manager and central customer service manager is optional.
4.4.11In dealing with the incoming voices with compensation request, contract rights and obligation and incident related, legal counsel is proposed to be informed and involved. Legal counsel may give comments / advices during the correction development stage for Manger / Coordinator consideration in order to optimize the correction proposal. For the rest scenarios, such as voice from authority, appeal, dispute, etc, legal counsel will be involved case by case requested by individual Business Stream / Business Field / Business Service Function / Service Function. All complaints with compensation request shall be reported to Greater China Regional Executive Vice President and the Regional Finance Director of Greater China immediately.
4.4.12After passing 2 rounds of effectiveness verifications by Business Stream / Business Field / Business Service Function / Service FunctionQuality Representative / Local Quality Representative / Regional Quality Representative, including but not limited on root cause analysis review, corrective action review and fulfillment evidence review, the complaint is satisfactorily resolved.
4.5Certificate Related Complaint/Inquiry handling description
4.5.1All certificate related complaints, appeals and disputes shall be forwarded to qualified contact window immediately for further investigation and action fulfillment.