Professional Documents
Culture Documents
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Issue Date
Revision No.
Document No.
Signature
Written & Reviewed By:
QA Manager
Approved By:
Production Manager
Objective: To maintain a smooth business operation with the customer to prevent any
kind of misunderstanding through business operations.
Scope: This provision should be applied for delivering best service with perfect quality
product to enhance the business relationship with the receivers of our products.
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Extend and relevant reference: This concerned will only applicable from the
manufacturers side and company will provide necessary information to its customer
willingly.
Only the defective commodity or wrong shipment concerned matters will consider in
this case.
Company will try to settle such unexpected situation through negotiation with the
customer.
In this case, the bi-party agreement or contract will be act as the term of reference to
settle such uneven occurrences.
Process: The fault or unexpected situation may identified by the Quality Control or
export department of the organization.
After detection of the fault that department will inform the matter to the relevant
authority of the company immediately.
Through gathering necessary information the relevant authority will take proper steps
to inform the matter to the customer and attach essential documents through the proper
channel and waiting for the response.
The matter will settle through the negotiation of both party (the company authority
and customer).
Both parties will try to mitigate the problem to take necessary remedial measures.
If the mitigation process takes longer time then the matter will submit to the senior
authority of the both parties for ensuring quick response.
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Charges, claims or other financial relevant settlements will settled by the bi-party
negotiation procedure.
Monitoring System: This process will be monitor by the internal audit team of the
company accounts & internal audit department. Head of the aforementioned department
will take necessary steps to recovery from such problems with the assistance of the senior
management. The head of the accounts will negotiate with the relevant departments of the
company to identify such uneven occurrences and forward the report to the senior
management with his recommendations.