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

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11. PTL /QSP/11 Procedure for Internal Audit

12. PTL /QSP/12 Procedure for Management Review

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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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24. List of All SOPs and Documents for Quality Control

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