Customer Satisfaction

Proactive Action Plan to Enhance Customer Satisfaction

Action plan to increase customer satisaction

As a company deeply committed to elevating our level of service, we highly value the opinions and experiences of our customers. Your valuable insights gathered through our annual customer satisfaction survey, and on-going conversations with our team, play a pivotal role in shaping our action plan for continuous improvement.

Departmental restructure

In addition to directly focusing on the key areas highlighted by our customers in this year’s survey, we have undertaken significant restructuring within our operations and engineering teams.

Furthermore, we have made substantial investments in our equipment, processes, and infrastructure to foster customer innovation. You can learn more about our recent investments by visiting our blog post Investing to Deliver Long-Term Competitive Advantage.

world-class customer service

Foremost among our priorities is our commitment to delivering world-class customer service.

We understand that timely communication is vital for building strong and lasting relationships with our clients. Therefore, we have identified areas where our response time can be optimised, and in response, we have developed actionable plans and set clear targets to achieve this. Our goal is to optimise responsiveness to your inquiries and address quality concerns more efficiently.

quality management system

As part of our improvement plan, we are making significant investments in our quality management system, which includes Six Sigma, engineering change control, our APQP, and NPI framework.

Additionally, we are midway through the certification process for IATF 16949:2016, which demonstrates our commitment to improving and maintaining exceptional quality standards.

Lead Time Optimisation

Timely delivery is integral to customer satisfaction, and we understand the importance of optimising lead times without compromising on quality.

Recognising the crucial role that supply chain management plays in ensuring our ability to work to schedule, we have taken steps to strengthen our capabilities. As part of this effort, we have created a dedicated role to focus on improvement initiatives aimed at enhancing customer satisfaction.

Continuous Improvement Plan

At Tecman, customer satisfaction lies at the very core of our business philosophy. Our unwavering dedication to continuously improving our services and offerings ensures that our clients' needs are met with utmost efficiency and quality. Our comprehensive action plan, addressing responsiveness, quality control, and lead times, reflects our commitment to delivering excellence.

With these initiatives in place, we are confident that your satisfaction levels will improve, further solidifying Tecman's position as the preferred partner for all advanced material engineering requirements.

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