Al-Jaber International Company

Procedure
Customer Related Process
Revision History
Revision Description of
DATE Initiated By Completed By
No# Changes
1st Oct 2016 Management Integration for ISO Management
01 Representative 14001 and OHSAS Representative
18001

Distribution List
Sr. No/ Designation Issue Date Distributed by

Management Management
01 1st Oct 2016
Representative Representative
Management
02 CEO 1st Oct 2016
Representative

03 Management
Chairman 1st Oct 2016
Representative

As per Distribution Sheet

Document
Document Issue Revision Original Issue Revision Document Document
Approved
Number Number Number Date Issue Date Prepared By Reviewed by
By
Management
CEO Chairman
AJB-IMS-PR- Representative
1.1 01 01-01-16 01-10-16
07

Copyright

This document contains confidential information. It may be copied in full or in parts only by Al-Jaber
International Company and only for the purpose of Al-Jaber International Company related activities.
Disclosure of any information contained within this procedure to any person (s) outside the employee of Al-
Jaber International Company without written permission of the Top Management is strictly prohibited.

Page 1 of 5
 Al-Jaber International Company
Procedure for Customer Related Activities
Original Issue Date: Revision Issue date: 01
Doc. No: AJB-IMS-PR 07 Issue Number: 01 Revision Number: 01
01st January 2016 Oct 2016

Contents

Revision History .................................................................................................................................... 1

Distribution List ..................................................................................................................................... 1
Contents ................................................................................................................................................ 2
1. PURPOSE: ..................................................................................................................................... 3
2. SCOPE: .......................................................................................................................................... 3
3. RESPONSIBILITIES: ...................................................................................................................... 3
4. PROCEDURE:................................................................................................................................ 3
5. RELATED RECORDS: .................................................................................................................... 5

This document is the property of Al-Jaber International Company. Any copying and distribution of this document
without the approval of the Management is prohibited. Page 2 of 5
 Al-Jaber International Company
Procedure for Customer Related Activities
Original Issue Date: Revision Issue date: 01
Doc. No: AJB-IMS-PR 07 Issue Number: 01 Revision Number: 01
01st January 2016 Oct 2016

1. PURPOSE:
To provide a system for:
a) Determining and reviewing requirements related to customer / client related service,
b) Establishing communication with customer / clients,

2. SCOPE:
Customer / client-related activities include:
a) Determination and review of requirements related to service including customer / client’s
requirements and legal & regulatory requirements.
b) Communication channels with customer / clients for information related to service customer / client
feedback (including customer / client complaints)
c) MR is primarily responsible for determining requirements related to service and communicating
necessary information to customer / clients.

3. RESPONSIBILITIES:
Managing Director is responsible for the approval of contracts. Contracts Manager are responsible for
contacting customer / clients, All those persons who receives the inquiry feed it in computer to update the
record, update copies of inquiries are send to concerns for quoting prices, preparing contracts and
handling customer / client complaints.

4. PROCEDURE:
4.1 Determination of Requirements Related to Products / Services:
Requirements related to service are determined through:
a) Customer / client inquiries and orders,
b) Customer / client Surveys,
c) Legal and regulatory requirements,

4.2 Receiving Inquires:

All mailed and faxed inquiries are delivered to the Concern Managers If there are any deficiencies or
ambiguities in the inquiry, customer / client is contacted and all the differences are resolved prior to
preceding it.
If the inquiry is considered unacceptable for any reason, it is promptly and courteously declined.

This document is the property of Al-Jaber International Company. Any copying and distribution of this document
without the approval of the Management is prohibited. Page 3 of 5
 Al-Jaber International Company
Procedure for Customer Related Activities
Original Issue Date: Revision Issue date: 01
Doc. No: AJB-IMS-PR 07 Issue Number: 01 Revision Number: 01
01st January 2016 Oct 2016

4.3 Customer / Client Requirements: (if any):

All customer / client requirements that apply to company’s services are identified. MR

maintains a list of all applicable regulatory requirements.

4.4 Customer / Client Feedback:

Customer / client Feedback is taking on regular basis to monitor the customer / client satisfaction and
identify customer / client needs and expectations. Management is responsible for taking appropriate
action in this regard.

4.5 Analysis of Customer / Client Feedback:

The feedback from customer / clients is statistically compiled and reported by MR after 6months.

These survey results are presented as input in the management review and analyzed by top
management. Based on the analysis, corrective actions / preventive actions are initiated for
improvement in quality of products/services.

4.6 Customer / Client Communication:

The company communicates with customer / client regarding information related to:
a) Project details and service specifications,
b) Order and contract requirements,
c) Customer / client feedback (including customer / client complaints),

The communication channel includes:

a) Phone/fax
b) Letter
c) Email
d) Personal visits
MR is responsible for communicating with clients regarding the above-mentioned information.

4.7 Customer / Client Complaints:

MR is responsible for handling the customer / client complaints. The complaint may be related to, but
is not limited to, following cases:
a) Non-conforming service,
b) Late response,
c) Any other problem,
The complaint is received to MR through email, fax, letter or it may be communicated directly through
telephone or personal visit to client. The complaint is reported to Concern Head.
MR reviews the nature of complaint with the Concern Head, discusses it with the client (if necessary)
and takes immediate remedial measures. The action taken on complaints is immediately reported to
client.
MR is responsible to handle customer / client complaints. All customer / client complaints (foreign or

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without the approval of the Management is prohibited. Page 4 of 5
 Al-Jaber International Company
Procedure for Customer Related Activities
Original Issue Date: Revision Issue date: 01
Doc. No: AJB-IMS-PR 07 Issue Number: 01 Revision Number: 01
01st January 2016 Oct 2016
local) are documented on Inter Office Memo and reported to concern Concern Head, Corrective
action is taken over the complaints with the consent of Managing Director and the concerned
Departmental Head. If there is sufficient objective evidence that the corrective action has been
effectively implemented, he closes out the complaint. If the corrective action has not been
implemented, he reviews the causes of delay and assigns a new target date for its complete
implementation. Customer / client feedback forms are also processed in the similar manner.

4.8 Analysis of Customer / client Complaints:

Customer / client complaint data is statistically compiled and analyzed by MR .This analysis is submitted
to CEO for review. Based on this analysis, Managing Director initiates corrective actions or recommend
preventive actions for improvement

5. RELATED RECORDS:
i. Customer Feedback Form AJB-IMS-FM-007-01-00
ii. Customer Complaint Form AJB-IMS-FM-007-02-00
iii. Customer Complaint Log AJB-IMS-FM-007-03-00
iv. Customer Response to Action Taken AJB-IMS-FM-007-03-00

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