AGRINI CUSTOMER HANDLING SYSTEM

                                             OUR CUSTOMERS

Customer needs are paramount and represent the highest priority within our business. Our obligation is to proactively seek out and define customer needs while addressing all requests expeditiously without creating false expectations.

Customer communication

Communication with customers includes:

a)    providing information relating to products and Services;

b)    handling enquiries, contracts or orders, including changes;

c)    obtaining customer feedback relating to products and Services, including customer complaints;

d)    handling or controlling customer property;

e)    Establishing specific requirements for contingency actions, when relevant.

Customer’s  Order & Amendment  Register    AEPL /F/MKT/03
Customer’s Complaints Register    AEPL /F/MKT/01
Customer’s Feed Back Form    AEPL /F/MKT/02
Customer and external Provider Property Record    AEPL /F/MKT/04

Customer satisfaction

The organization will monitor customers’ perceptions of the degree to which their needs and expectations have been fulfilled. The organization will determine the methods for obtaining, monitoring and reviewing this information.

Ref. Doc. Customer Feed Back Form             AEPL /F/MKT/02
Analysis and evaluation

The organization will analyze and evaluate appropriate data and information arising from monitoring and measurement.

The results of analysis will be used to evaluate:

a)    conformity of products and Services;

b)    the degree of customer satisfaction;

c)    the performance and effectiveness of the quality management system;

d)    if planning has been implemented effectively;

e)    the effectiveness of actions taken to address risks and opportunities;
                                                                                                                                                                                                                                                                                              
f)    the performance of external providers;

g)    The need for improvements to the quality management system.

Ref Doc.: Monitoring & Measurement and Analysis of Data                               AEPL /F/MRM/03

Post-delivery activities

The organization will meet requirements for post-delivery activities associated with the products and Services.

In determining the extent of post-delivery activities that are required, the organization will consider:

a)    statutory and regulatory requirements;

b)    the potential undesired consequences associated with its products and Services;

c)    the nature, use and intended lifetime of its products and Services;

d)    customer requirements;

e)    Customer feedback.

f)     Post-delivery activities include actions under warranty provisions, contractual obligations such as maintenance Services, and supplementary Services such as recycling or final disposal.

Control of changes

The organization will review and control changes for production or Service provision, to the extent necessary to ensure continuing conformity with requirements.

The organization will retain documented information describing the results of the review of changes, the person(s) authorizing the change, and any necessary actions arising from the review.
Any Change in Manufacturing Process, will be reviewed by HOD (PRD) and Approved By Top Management.



Ref Doc. DOCUMENTED INFORMATION FOR CONTROL OF PRODUCT NON-CONFORMANCE &
    CORRECTIVE ACTION                                                              AEPL /DI/QMSDI/03
    Customer Complaint Record                                       AEPL /F/MKT/01
    Corrective Action Report                                              AEPL /F/PRD/02    

Continual improvement

The organization will continually improve the suitability, adequacy and effectiveness of the quality management system.

The organization will consider the results of analysis and evaluation, and the outputs from management review, to determine if there are needs or opportunities that shall be Addressed as part of continual improvement.

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