8.2.1 Customer communication
In keeping with our commitment to customer satisfaction, Harrington views effective customer communication as an essential element of customer satisfaction. Appropriate handling of communications can reduce customer dissatisfaction in situations and in many cases turn a dissatisfying scenario into a satisfying experience.
The Sales department is responsible for establishing communication methods to ensure enquiries, contracts or order handling, including amendments, and customer feedbacks, including customer complaints are handled expeditiously and professionally.
The Sales & Marketing department has primary responsibility for developing product information and literature. Sales & Marketing are the primary customer contacts for product and services information.
Reference Procedures:
QP1080 Customer Requirements and Communication
QP1160 External Property Control
8.2.2 Determining the requirements for products and services
Product requirements at Harrington Signal Inc. are defined by the following method:
- Custom product requirements are obtained from the customer during the quotation process.
- During the quotation process, requirements specified by the customer, including delivery and post-delivery activities are defined. Requirements not stated by the customer but necessary for specified or intended use, where known, are identified by both Sales and Manufacturing. Manufacturing also identifies statutory and regulatory requirements related to the product.
8.2.3 Review of requirements related to products and services
Before committing to the customer, Harrington reviews the customer’s requirements related to the product to ensure all requirements can be met. These reviews include reviews of quotations before submission, and reviews of orders or change orders before acceptance.
The purpose of these reviews is to determine if the products requirements are adequately defined, any requirements differing from those previously agreed to are resolved, and that Harrington has the ability to meet the defined requirements for both the product and delivery. Where a customer only provides a verbal order, an order confirmation is generated and sent to the customer to ensure agreement on the requirements.
8.2.4 Changes to requirements for products and services
Customer Service processes change orders or contract amendments to ensure these items are reviewed by the appropriate departments and that work orders, sales orders and any other documents are updated and affected personnel are made aware of the changes.
The Sales/Marketing department manages the corporate web site. New web pages or changes to contents are reviewed by our management team to ensure commitments expressed in the advertising in the website can be met.
Revision History:
| Revision | Date | Description of Changes | Approved By |
| 0.0 | 07/03/17 | Initial Release | Jim Theesfeld |
| 1.0 | 8/17/18 | Digitized version | Todd Gifford |