Customer Satisfaction Survey Introduction

Introduction Purpose Scope Opportunity Build systematic global customer satisfaction survey to understand well customer requirements and to require internal improvement. Scope Each Sales region by account at rank 150 Opportunity China：1 time per year, by the end of every year Other areas will depend on every region QA or Marketing dept decision

Inform customer by Mail How to send out mail to customer? Sales person to fill in customer information in QFS

Step1--- Login in QFS Enter into Employee Zone of Advantech ( URL: http://employeezone.advantech.com. tw/) and login in with your full mail address such as June.Huang @ advantech.com.cn, If you have forgot your Employee password, please click here, then system will send you password by mail

Click “Work” and select “Quality Feedback System”

Step2---Enter Customer Satisfaction Survey Select Customer Satisfaction Survey in ‘Quality & Other Services’ quality section Choose the region you belong to and then click

Mail Example Step3---Send mail automatically Confirm customer you want to survey located area select it and you can see below picture, fill in customer’s data and send, and then customer will receive the mail for survey request Survey Form

Step4---Customer fill in and send back After customer finish the survey form and click ‘submit’, the result will be recorded into QFS system, and the ‘Appreciation’ display is shown

Find survey result from QFS How to find survey result? in QFS system

Survey Result Find After customer finish survey, system will feedback the result to QFS system, we can get result from “Survey Result ” by area

Access Definition for Survey Result Except CQA and each region owner, the other employees only can find out survey result which not include customer information (mail, contact person and telephone) CQA access is set ok by mail address as criteria, each region is under confirmation For example: http://www.advantech.com.tw/epc/newsletter/ATW/2009survey/result.asp?mail=Yongzheng.huang@advantech.com.cn Can see customer information http://www.advantech.com.tw/epc/newsletter/ATW/2009survey/result.asp?mail=taiyi.huang@advantech.com.cn Just can see survey result and customer information is invisible Cause customer information is confidential, so access need to be controlled

Fill in corrective action in QFS How to fill in corrective action If survey result is not good ---Under Plan

Will announce detailed in future, the current plan is as following, Require action according to nonconformity items Action reply and records Action follow up

Survey website expected finish time Progress till now Region Schedule QFS Survey website expected finish time Taiwan OK 2009-5-14 Mainland 2009-6-1 Japan 2009-6-10 Europe Awaiting confirmation with Bo.Li 2009-6-30 USA Awaiting confirmation with Billy.Cheng