Customer Satisfaction Analysis PDF

Company name: Activity: End User Engineering Agent / Retailer Distributor Number of employees Total Employe...

Company name: Activity: End User Engineering Agent / Retailer Distributor Number of employees Total Employees: in Quality Area: Turnover last 3 years: 2020: 2019: 2018: (you shall answer about the satisfaction level and the importance level given to each item) External Audit for Supplier with Multiple Choice Questions A. General Compliance 1. What systems do you have in place to ensure compliance with applicable regulations and standards? - A) Regular internal audits - B) Certification to industry standards (e.g., ISO) - C) Training programs for staff - D) All of the above 2. How do you monitor changes in regulatory requirements? - A) Regularly consult legal advisors - B) Subscribe to industry newsletters - C) Conduct team briefings - D) All of the above B. Quality Management 3. How do you maintain your quality management system (QMS)? - A) Regular updates and reviews - B) External audits only - C) Employee feedback sessions - D) None of the above 4. What measures are in place to monitor product quality during manufacturing? - A) Statistical process control (SPC) - B) Random sampling - C) Real-time monitoring technologies - D) All of the above C. Performance Metrics 5. What key performance indicators (KPIs) do you track to assess supplier performance? - A) On-time delivery rate - B) Quality defect rate - C) Customer satisfaction score - D) All of the above 6. How do you handle non-conformities in your supply chain? - A) Root cause analysis and corrective action - B) Notify suppliers immediately - C) Regular reviews and adjustments - D) All of the above D. Supply Chain Management 7. How do you select and evaluate your suppliers? - A) Based on historical performance TERRANOVA® Srl www.terranova-instruments.com ASC Rev 20.12.EN DC Operative Office: Via Gramsci 1 – 26827 Terranova dei Passerini (LO) – Italy Head Office: Via Rosso Medardo 16 – 20159 Milano – Italy Phone: +39 0377 911066 – Fax: +39 0377 919156 - VAT IT07848810151 Pag. 1 di 5  - B) Price competitiveness - C) Quality certifications - D) All of the above 8. What criteria do you use for risk assessment in your supply chain? - A) Financial stability of suppliers - B) Compliance with regulations - C) Geopolitical considerations - D) All of the above 9. How often do you conduct audits of your suppliers? - A) Annually - B) Semi-annually - C) Quarterly - D) As needed E. Financial Stability 10. How do you manage financial risks with your suppliers? - A) Regular financial reviews - B) Diversifying supplier base - C) Setting payment limits - D) All of the above F. Health, Safety, and Environment (HSE) 11. What health and safety procedures are implemented in your operations? - A) Regular training for employees - B) Safety audits and inspections - C) Incident reporting system - D) All of the above 12. How do you ensure compliance with environmental regulations? - A) Environmental impact assessments - B) Waste management programs - C) Regular compliance training - D) All of the above G. Continuous Improvement 13. How do you identify opportunities for continuous improvement? - A) Employee feedback and suggestions - B) Performance data analysis - C) Customer feedback - D) All of the above 14. What training programs do you provide to your employees? - A) Quality management - B) Compliance and regulations - C) Technical skills enhancement - D) All of the above H. Sourcing and Procurement 15. How do you select your material suppliers? - A) Based on price - B) Quality certifications - C) Supplier reliability and history - D) All of the above 16. What criteria do you use to evaluate the quality of raw materials? TERRANOVA® Srl www.terranova-instruments.com ASC Rev 20.12.EN DC Operative Office: Via Gramsci 1 – 26827 Terranova dei Passerini (LO) – Italy Head Office: Via Rosso Medardo 16 – 20159 Milano – Italy Phone: +39 0377 911066 – Fax: +39 0377 919156 - VAT IT07848810151 Pag. 2 di 5  - A) Industry standards and specifications - B) Supplier certification documents - C) Internal testing protocols - D) All of the above 17. How often do you review your material suppliers? - A) Annually - B) Bi-annually - C) Quarterly - D) As needed 18. How do you ensure the traceability of materials used in your products? - A) Comprehensive record-keeping - B) Supplier certifications - C) Batch numbering systems - D) All of the above B. Material Quality and Testing 19. What quality tests do you perform on incoming materials? - A) Visual inspections - B) Chemical testing - C) Functional testing - D) All of the above 20. How do you handle non-conforming materials? - A) Segregation from conforming materials - B) Return to supplier - C) Rework or salvage - D) All of the above C. Compliance and Standards 21. Are your materials compliant with industry regulations (e.g., REACH, RoHS)? - A) Yes, fully compliant - B) Partially compliant - C) Not compliant - D) Not applicable 22. How do you ensure compliance with specific material regulations? - A) Regular training for staff - B) Supplier audits and checks - C) Internal compliance programs - D) All of the above 23. How do you stay updated on changes in material compliance regulations? - A) Subscription to regulatory newsletters - B) Industry associations - C) Regulatory body consultations - D) All of the above D. Material Handling and Storage 24. What procedures do you have in place for material handling? - A) Employee training programs - B) Safety protocols for handling hazardous materials - C) Equipment and mechanisms for safe transport - D) All of the above 25. How do you store materials to ensure quality and prevent deterioration? TERRANOVA® Srl www.terranova-instruments.com ASC Rev 20.12.EN DC Operative Office: Via Gramsci 1 – 26827 Terranova dei Passerini (LO) – Italy Head Office: Via Rosso Medardo 16 – 20159 Milano – Italy Phone: +39 0377 911066 – Fax: +39 0377 919156 - VAT IT07848810151 Pag. 3 di 5  - A) Controlled temperature and humidity - B) Proper shelving and labeling - C) Regular inventory checks - D) All of the above 26. How do you manage inventory levels for raw materials? - A) Just-in-time inventory systems - B) Regular inventory audits - C) Systematic reordering processes - D) All of the above E. Environmental Considerations 27. Do you have procedures for managing hazardous materials? - A) Yes, comprehensive procedures in place - B) Some procedures are in place - C) No specific procedures - D) Not applicable 28. How do you handle material waste and recycling? - A) Waste reduction programs - B) Recycling partnerships - C) Compliance with environmental regulations - D) All of the above 29. What certifications do your materials hold regarding environmental impact? - A) ISO 14001 (Environmental Management) - B) FSC (Forest Stewardship Council) - C) Cradle to Cradle certification - D) None of the above / Not applicable F. Continuous Improvement in Material Use 30. How do you evaluate the performance of your materials in production? - A) Feedback from production staff - B) Manufacturing yield rates - C) Customer feedback and complaints - D) All of the above 31. What initiatives do you have for improving material efficiency? - A) Training programs for key staff - B) Investment in new technologies or processes - C) Collaboration with suppliers for better materials - D) All of the above 32. How do you incorporate feedback regarding material performance into your material sourcing process? - A) Regular review meetings - B) Supplier performance assessments - C) Customer satisfaction surveys - D) All of the above 33. What efforts are being made to innovate or upgrade the materials used in your products? - A) Research and development initiatives - B) Collaborations with material science experts - C) Regularly testing new materials - D) All of the above TERRANOVA® Srl www.terranova-instruments.com ASC Rev 20.12.EN DC Operative Office: Via Gramsci 1 – 26827 Terranova dei Passerini (LO) – Italy Head Office: Via Rosso Medardo 16 – 20159 Milano – Italy Phone: +39 0377 911066 – Fax: +39 0377 919156 - VAT IT07848810151 Pag. 4 di 5 Notes and suggestions: Filled by: Function: Date: Company stamp and signature Please send this document to: Quality Manager Via Gramsci 1, 26827 Terranova Passerini (LO), Italy Tel & Fax +39 0377 919119 quality@terranova- instruments.com www.terranova-instruments.com TERRANOVA® SRL TERRANOVA® Srl www.terranova-instruments.com ASC Rev 20.12.EN DC Operative Office: Via Gramsci 1 – 26827 Terranova dei Passerini (LO) – Italy Head Office: Via Rosso Medardo 16 – 20159 Milano – Italy Phone: +39 0377 911066 – Fax: +39 0377 919156 - VAT IT07848810151 Pag. 5 di 5