Re: Was RE: Journaling - Now how to find who read

[MacWheel99@xxxxxxx]

markallen@kellyskids.com writes:

> Method for ensuring consistent Customer Service. 

We got (from 3rd party vendor) a system for tracking changes to BPCS Customer 
Orders.  The issue more internal concern ... were the customer orders changed 
in a timely manner ... was production control notified in a timely fashion of 
changes "inside lead time window" ... when was the last time the price was 
changed.  But it also means we can look at a history of the fluctuations on a 
particular customer number or particular part or order on that customer.

We have developed Customer Teams ... every customer has a consistent person 
assigned to handle primary contact with them on a spectrum of topics ... 
engineering changes, quality issues ... across the board ... if the primary 
person not available when customer calls in, the primary person is to be 
briefed ASAP regarding the nature of the call.  Think of a chart file of all 
the reasons for contact with customers & a person designated as the primary 
person for that type of reason.

We have a standard narrative report form for reporting contact with 
customers, which is filed by customer.  In addition to what goes into the 
computer, there is original customer order document & on it is noted various 
control numbers from the computer.  There are also QC records, but I wonder 
about this being at fingertips of someone handling the next customer call.

On our web site, under development, customer can key in THEIR PART # & get 
when was the last time we shipped it & what is the current revision #.

Customers contact us by different means & with different needs.  I think 
flexibility is important ... some communicate engineering changes 100% via 
e-mail, some use fax, some prefer personal touch.

Al Macintyre  ©¿©
MIS Manager Green Screen Programmer & Computer Janitor of BPCS 405 CD Rel-02 
running on AS/400 V4R3 http://www.cen-elec.com Central Industries of 
Indiana--->Quality manufacturer of wire harnesses and electrical 
sub-assemblies
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