Quality System Procedure: (PTL/QSP/04) Procedure for Service to the Customer in Testing Laboratories

1. Purpose: To define a system in the organization to provide services to the customer.

2. Scope: This procedure is applicable to all customers.

3. Responsibility: The quality Manager is responsible to implement this procedure.

4. Procedure:

4.1 First of all enquiry is received by the laboratory as sent by the customer.

4.2 Enquiry file is being maintained to reply to customers within 24 working hours. The customer is also informed telephonically of the same.

4.3 After receiving the order confirmation for testing, samples are collected by the laboratory. The time period for sample testing is communicated to the customers in advance at the time of replying to enquiry.

4.4 It is ensured that all customers-provided information is kept confidential including the results of the test samples.

4.5 After submitting the test results, customer feedback is collected by using the customer feedback form.

4.6 Appropriate corrective action is being taken as per the feedback provided by the customers.

5. References: Nil

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2. PTL /QSP/02 Procedure for Document & Data Control

3. PTL /QSP/03 Procedure for Purchasing, Services, and Supplies

4. PTL /QSP/04 Procedure for Service to the Customer

5. PTL /QSP/05 Procedure for Customer Complaints

6. PTL QSP/06 Procedure for Control of Non-Conforming Testing.

7. PTL /QSP/07 Procedure for Improvement

8. PTL /QSP/08 Procedure for Corrective Action

9. PTL /QSP/09 Procedure for Preventive Action

10. PTL /QSP/10 Procedure for Control of Records

11. PTL /QSP/11 Procedure for Internal Audit

12. PTL /QSP/12 Procedure for Management Review

13. PTL /QSP/13 Procedure for Training

14. PTL /QSP/14 Procedure for Housekeeping

15. PTL /QSP/15 Procedure for Estimation of Uncertainty of measurement

16. PTL /QSP/16 Procedure for Equipment

17. PTL /QSP/17 Procedure for Measurement Traceability and Calibration

18. PTL /QSP/18 Procedure for Sampling

19. PTL /QSP/19 Procedure for Handling of Test and Calibration Items

20. PTL /QSP/20 Procedure for Assuring the Quality of Test

21. PTL /QSP/21 Procedure for Reporting of Results

22. PTL/QSP/22 Procedure for use of NABL Symbol

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23. List of All SOPs and Documents for the Chemistry Laboratory

24. List of All SOPs and Documents for Quality Control

25. List of All SOPs and Documents For Quality Assurance Dept.

26. List of SOPs and Documents Required to Achieve NABL Accreditation 

27. List of All SOPs and Documents for Laboratory Instruments and Equipment  

28. List of SOPs and Documents for Laboratory Administration

29. STANDARD OPERATING PROCEDURE FOR ARCHIVING THE DOCUMENTS AND SUBSTANCES

30. List of SOPs for Safety In Laboratory

31. List of Items or Substances that can be Archived in the Laboratory

32. STANDARD OPERATING PROCEDURE FOR DISPOSAL OF ARCHIVED MATERIAL

Note: Replace DTL with PTL for Drug Testing Laboratory.

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