customer satisfaction management handbook...handling complaints of the company. customer: refers to...

CUSTOMER SATISFACTION MANAGEMENT HANDBOOK

Document NoYE-GL.YS.EK.03

First Date of Issue 6/20/2018

Revision No3

Revision Date3/25/2020

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PREPARED BY

Kalite Birimi_Kalite Koordinasyon MühendisiMEHMET DOĞA KUBAT

REVIEWED BY

Yönetim Sistemleri Müdürlüğü_Yönetim Sistemleri Yetkilisi

MELTEM ATABAY SAVAŞ

APPROVED BY

Yönetim Sistemleri Müdürlüğü_Yönetim Sistemleri Müdürü

ERDEM ÖZGÜN

The printed version is valid when bearing the red stamp reading “Controlled Copy...”.

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Foreword

This Handbook has been prepared for the purpose of introducing the Customer Complaints System implemented in General Directorates and all affiliated facilities of YE Turkey and YE Romania and taking this system as a basis for all procedures related to Customer Complaints.

All departments and employees thereof at all levels being in communication with customers both in YE Turkey and YE Romania are responsible for the complete and correct implementation of this handbook and all applications and documents referenced by the handbook.

Hasan YILDIZ

Member of the Board of Directors

INTRODUCTION TO THE HANDBOOK

Purpose: This handbook deals with the planning, implementation, supervision, and improvement of methods to be followed in the process involving phases from addressing to resolving customer complaints in YE Turkey and YE Romania in accordance with TS ISO 10002 standard.

Within the framework of ISO 10002:2015 Customer Complaints Management, it is stipulated in this handbook that the units addressing customer complaint requests are obliged to fulfill the requirements of this standard.

The handbook describes how to receive and record the applications made to YE Turkey and YE Romania for the purpose of complaint or feedback and which methods to be used to handle them including the channels to which the applications will be directed and the persons authorized and methods to manage and control them.

Moreover, the studies carried out to determine the process of evaluation, resolution and the procedures therein and continuously to improve the efficiency of this process are described in the handbook.

Publishing and Distribution: The Handbook and all related documents are electronically managed by QDMS software. They are easily accessible to all users in the system; however, users are not allowed to update the documentation.

A copy of the Customer Complaints Handbook is accessible to all customers at our websites www.yildizentegre.com.- www.yildizentegre.ro. Electronic copies accessed on either website are controlled copies while printed copies are uncontrolled copies.

Responsibility: The Management Systems Directorate, Quality Directorate are responsible for the preparation, publication, and updating of this handbook.

The accuracy of the documents in the scope of the handbook shall be verified and updated on a regular basis at least once a year or, when deemed necessary, by reviewed/verified by the Management Systems Directorate, Quality Directorate.

Other responsibilities are described in the terms of reference.

Review and Modification: The content of this document is modified during the management review, after significant organizational changes or when needed.

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COMPANY INTRODUCTION

YE Turkey - YE Romania

Milestones

1890 Hasan Yildiz started timber trading in Trabzon. 1930 The first timbering workshop was established.1957 Besides timber trading activities, other forestry products were started to be sold. 1982 Being structured as Yildiz Mobilya A.S., the first step to becoming a corporate company was taken. 1992 The first glue factory and formaldehyde facility were established in Samsun.1994 The second formaldehyde facility was established in Samsun.1998 The second glue factory and the third formaldehyde facility were established at Başiskele Facility.2000 The forth formaldehyde facility was established at Başiskele Facility. 2002 The first MDF facility and the first melamine press facility were commissioned at Kocaeli / Kartepe.2003 Electricity was generated at Kartepe Facility for the first time.2004 The first laminate flooring production was launched at Kartepe Facility and the fifth formaldehyde facility

was established at Başiskele Facility. 2005

At Kartepe Facility, the second MDF press facility and the third melamine press facility were established. The sixth formaldehyde facility was established at Başiskele Facility.

2006 At Kartepe Facility, the first MDF door manufacturing plant was established and the second laminate flooring manufacturing plant started the activity. 2007 At Kartepe Facility, the third MDF Press facility and the second electricity generating plant were commissioned.2008 At Kartepe Facility, the first painted board manufacturing plant and the first and second impregnated

paper manufacturing plants were commissioned. The fourth melamine press facility investment was completed.

2009 The first Door Skin (panel door) facility was established at Kartepe Facility. The fifth melamine press

facility was commissioned. Kartepe Facility was certificated with ISO 9001.

2010 The third laminate flooring manufacturing plant and the first High Gloss Panel manufacturing plant were

commissioned at Kartepe Facility. CE certificate was obtained. The seventh formaldehyde facility was commissioned at Başiskele Facility. The third and fourth impregnated paper manufacturing plants were established at Kartepe Facility.

2011 The sixth melamine press facility was established at Kartepe Facility. The investment of the eighth formaldehyde facility was started. The Masstas Factory in Mudurnu District of Bolu was acquired.

2012 The seventh melamine press facility and laminate flooring Hymmen Press facility were established at

Kartepe Facility. The fifth impregnated paper manufacturing plant was established at Kartepe Facility. Investments of MDF press facility, melamine press facility, laminate flooring manufacturing plant and

the third glue facility were completed in Akdeniz District of Mersin. Three melamine press facilities were established at Akhisar Facility. Investments of two impregnated paper manufacturing plants were completed at Akdeniz Facility. FSC certificate was obtained.

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CARB certificate was obtained at Mudurnu Facility. Flue gas cleaning system was established at Kutahya Fertilizer Factory.

2013 Kartepe Facility was certificated with ISO 14001. The fourth laminate flooring manufacturing plant was established at Kartepe Facility.

2014 Kartepe Facility was certificated with ISO 50001. Akdeniz Facility, Mudurnu Facility, Akhisar Facility, and Başiskele Facility were certificated with ISO

9001. The second High Gloss Panel manufacturing plant was commissioned at Kartepe Facility. A High Gloss Panel manufacturing plant was commissioned at Akdeniz Facility. The second Painted Board manufacturing plant was established at Akhisar Facility.

2015 The ninth formaldehyde facility was established at Akhisar Facility. Yildiz Entegre Romania was founded in Romania. The production capacity in Mudurnu Facility was increased by 30%.

2016 The third electricity generating plant was commissioned at Kartepe Facility. The investment of Yildiz Entegre Romania Facility was started. CARB certificate was obtained at Kartepe Facility.

2017 Yildiz Entegre (Kartepe, Akdeniz, Akhisar, Mudurnu and Başiskele Facilities) was certificated with 27001

Information Security and Management Systems Certificate

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1. SCOPE

This handbook includes guidance on the process of handling product complaints, including planning, design, operation, maintenance and development for YE Turkey and YE Romania.

The handbook comprises taking, recording and monitoring the data related to the complaint, informing the customer of the process, evaluation and investigation of the complaint based on the nature of the complaint and/or feedback received, directing the internal processes in light of the evaluations, making feedback to the relevant customer and closing the complaint as a part of after-sales services.

The process of handling the complaints described here is one of the processes of the quality management system.

This manual examines the following aspects of handling complaints:

a) Increasing customer satisfaction by creating a customer-oriented environment that is open to receive

feedback (including complaints) and increasing the ability of the organization to resolve each complaint

received and improve its products and customer service;

b) Adequate procurement and availability of resources including personnel training and engagement and

commitment of senior management in the process;

c) Recognizing and addressing the needs and expectations of complainants;

d) Ensuring the complaints process open, effective and easy to use to complainants;

e) Analysis and evaluation of complaints to improve quality of products and customer service quality;

f) Inspection of complaints handling process;

g) Review of the effectiveness and efficiency of the complaints handling process.

2. REFERENCED STANDARDS AND DOCUMENTS:

This handbook has been prepared in accordance with ISO 9001:2015 and ISO 10002:2015 standards.

3. TERMS AND DEFINITIONS:

3.1. YYH: refers to Yıldızlar Yatırım Holding A.Ş.

3.2. YE Turkey: refers to Yıldız Entegre Ağaç Sanayi ve Ticaret A.Ş.

3.2.1. Kartepe Facility: refers to Yıldız Entegre Ağaç Sanayi ve Ticaret Anonim Şirketi (Head Office)

3.2.2. Mudurnu Facility: refers to Yıldız Entegre Ağaç Sanayi ve Ticaret Anonim Şirketi Mudurnu/Bolu Branch Office

3.2.3. Başiskele Facility: refers to Yıldız Entegre Ağaç Sanayi ve Ticaret Anonim Şirketi İzmit Branch Office

3.2.4. Akhisar Facility: refers to Yıldız Entegre Ağaç Sanayi ve Ticaret Anonim Şirketi Akhisar Manisa Branch Office

3.2.5. Akdeniz Facility: refers to Yıldız Entegre Ağaç Sanayi ve Ticaret Anonim Şirketi Mersin Branch Office

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3.3. YE Romania: Refers to Yıldız Entegre Romania S.A.

3.3.1. Oarja Facility: Refers to Yıldız Entegre Romania S.A.

Senior Management: refers to Facility Managers for Facilities, and the Director General of YE Turkey throughout Turkey or the directors/managers duly appointed by the Director General of YE Turkey as depicted in the Organization Chart of the Directorate General of YE Turkey and in the YYH organization chart.

Complainant: refers to a person, organization or representative who files the complaint.

Complaint: refers to a statement of dissatisfaction notified to the company either with products or processes of handling complaints of the company.

Customer: refers to a company or a person buying the product such as customer, end-user, lessee, beneficiary or buyer;

Customer Satisfaction: refers to a metric used to quantify the degree to which a customer is satisfied with a product, service, or experience;

Customer Service: refers to interaction with a customer throughout the life cycle of a product;

Feedback: refers to opinions, comments and interests stated related to products and/or processes of handling complaints;

Related party: refers to a person or group that benefits from the performance or success of the company;

Purpose: refers to the aim and intention with regard to handling complaints;

Policy: refers to general purpose and course of the company on handling complaints as officially expressed by the senior management;

Process: Series of activities that transform the inputs into the outputs and are interrelated or in interaction with each other.

4. GENERAL PRINCIPLES OF YILDIZ ENTEGRE

4.1. GENERAL

In accordance with the Customer Complaints Management Policy, YE Turkey and YE Romania adhere to all the principles stated below in all circumstances.

4.2. TRANSPARENCY

All documentation containing all the information related to the Customer Complaints Process is announced to customers, employees and other related parties through the media.

4.3. ACCESSIBILITY

Customer Complaints Management Handbook describing planning, implementation, supervision, and improvement of methods to be followed in the process involving phases from addressing to resolving customer complaints is accessible on our websites www.yildizentegre.com or www.yildizentegre.ro.

Our customers may send us their complaints via e-mail or by phone specified on our website.

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4.4. RESPONSIVENESS

It means informing the institution or organization filing the complaint about the fact that the complaint has been received.

Upon registration of the complaint received in the “Customer Complaints Program”, an information e-mail of the receipt of the complaint is automatically sent to the e-mail address of the complainant (customer) registered in the program. The period between the date of the complaint is received and the date on which it is registered in the “Customer Complaints Program” is monitored as the Personnel Unit KPI and in this way, target study to increase customer satisfaction is determined and monitored.

4.5. OBJECTIVITY

It is a commitment made by YE Turkey and YE Romania stating that each complaint is judged impartially, fairly and objectively without any consideration for a person, institution or organization filing the complaint ("complainant") and quantity of complaints etc.

4.6. FEES

The complainant does not be charged with any fees incurred by the company during the process involving the phases from registration of the complaint received to “Customer Complaints Program” to resolving of the complaint.

4.7. CONFIDENTIALITY

The confidentiality of personal and private data of the complainant is respected and such data is secured with an authorization module under the "Customer Complaints Program". Such confidential data is accessed by the persons authorized with the authorization module who are required to process the data for handling and responding the complaints. Such confidential data is not disclosed to any third party without the explicit consent of the complainant unless it is legally obliged.

4.8. CUSTOMER-ORIENTED APPROACH

We adopt a Customer-Oriented approach at the center of Customer Management System we offer and all studies and work are planned in a customer-oriented way.

4.9. ACCOUNTABILITY

Each complaint is registered in the “Customer Complaints Program” under a unique number. Information/data on each complaint such as personal and private information of the complainant, detailed information about the complaint, photos of the complaint, investigation report of the complaint scene, responsible personnel etc. is stored in the “Customer Complaints Program” for years and any data/information may be inquired by the complainant.

4.10. CONTINUOUS IMPROVEMENT

Continuous improvement is committed through Management Review Meetings (MRMs) to take necessary actions in light of data obtained as a result of continuous improvement studies conducted on complaint management process and Product Quality, Organization and Unit KPI of YE Turkey and YE Romania and questionnaire conducted after a customer complaint.

5. COMPLAINTS HANDLING FRAMEWORK OF YILDIZ ENTEGRE

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5.1. ENGAGEMENT

Senior Management YE Turkey and YE Romania is engaged to preserve the corporate structure of the company and transform it into a continuously improving structure by maintaining the Customer Complaints System, which is established in accordance with the ISO 10002 Standard.

Yildiz Entegre is engaged to handle the complaints effectively and efficiently and to resolve the complaints received and it has announced it throughout the company. Furthermore, the senior management is engaged to provide the required resources (human, training, etc.) for resolution of the complaint and improvement of the process.

5.2. POLICY

Our Customer Complaints Management System Policy is prepared and published in an integrated manner with our other management systems policy.

YE-GL.PT.01 Yildiz Entegre Management Systems Policy

5.3. RESPONSIBILITY and POWER

Based on the YYH Organization Chart in the QDMS, the matters regarding all personnel who have responsibility and power in relation to customer complaints are described below.

Responsibilities and Powers of the Senior Management

a) To ensure that the processes and objectives of handling complaints are established in the company;

b) To ensure that complaints handling processes are planned, designed, implemented, maintained and continuously improved in accordance with the company’s policy of handling complaints;

c) To identify and allocate the management resources needed for effective and efficient handling of complaints;

d) To encourage the awareness of complaints handling processes and customer-oriented approach;

e) To provide data on informing customers, complainants and, if applicable, other directly related parties of complaints handling processes in an easily accessible manner;

f) To appoint a management representative for handling complaints and to explicitly designate his/her responsibilities and powers in addition to his/her responsibilities and powers defined in Clause 5.3.2;

g) To ensure that there is a process available for quick and effective notification of each key complaint to senior management;

h) To review the complaints handling processes periodically to ensure effective maintenance and continuous improvement of such processes.

Management Representative for Handling Complaints

a) To establish the process of performance monitoring, evaluation, and reporting;

b) To report to the senior management about the complaints handling process along with the recommendations of improvement;

c) To ensure that complaints handling process is implemented effectively and efficiently and reviewed consistently by ensuring employment and training of appropriate staff and establishing and meeting technological requirements, documentation need, time limits to realize objectives and other requirements;

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Other managers involved in complaints handling processes are responsible for the following, if applicable:

a) To ensure the implementation of complaints handling processes;

b) To communicate with the management representative for handling complaints;

c) To encourage the awareness of complaints handling processes and customer-oriented approach;

d) To ensure that information on complaints handling processes is easily accessible;

e) To report the activities and decisions related to handling complaints;

f) To ensure the monitoring of the complaints handling processes carried out and recorded;

g) To ensure that the required action is taken for correcting a problem, preventing it from occurring in the

future and recording it;

h) To ensure the availability of complaints handling data for review of the senior management.

6. PLANNING AND DESIGN

6.1. GENERAL

Yildiz Entegre plans and designs an effective and efficient complaints handling process to increase customer loyalty and satisfaction, and to improve the quality of the products supplied. This process covers a set of interrelated activities and uses various staff, information, materials, and financial and infrastructure resources to ensure compliance with the complaints handling policy and to achieve the objectives. The company considers the best practices for handling complaints implemented by other organizations.

6.2. PURPOSES

Realizable and measurable objectives are set by the senior management for the Customer Satisfaction Management System of YE Turkey and YE Romania, and annual objectives are announced on QDMS Software.

6.3. ACTIVITIES

Necessary activities to achieve the annual objectives set for the Customer Satisfaction Management System of YE Turkey and YE Romania are planned and monitored in QDMS action module.

6.4. RESOURCES

The Senior Management of YE Turkey and YE Romania provides resources required for the Customer Satisfaction Management System such as infrastructures, labor force, training, consultancy, materials, equipment, computer software, computer hardware etc.

7. EXERCISING THE COMPLAINTS HANDLING PROCESS

7.1. COMMUNICATION

YE Turkey and YE Romania inform customers of the ways of access to the complaint process over their websites, by phone, publications, and other various means. Complaint ways are not restricted with a password or any other method and publicly accessible.

Informing is simple and plain to ensure that the ways of a complaint are easy and understandable.

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The complaints may be filed via: e-mail, phone, fax, and mail.

7.2. RECEIVING COMPLAINTS

Methods for receiving complaints are defined below.

a) The complainant directly contacts the YE Turkey and/or YE Romania by phone, fax or via e-mail by using their contact details and the customer is enabled to communicate his/her complaint to the Customer Service Representative.

b) Complaints made by the complainant to our dealers are communicated to the Sales Department via e-mail, by phone etc. The Sales Department conveys the reported complaints to the Customer Service Representative via e-mail.

c) Complaints communicated to the Marketing Department on social media by the complainant are forwarded to the Customer Service Representative via e-mail.

d) Complaints communicated to the Sales Department by the complainant are forwarded to the Customer Service Representative via e-mail.

e) During the Customer Complaints Evaluation process and/or Customer Complaints Visits, complaints communicated by our dealers to the Customer Service Representative are recorded.

7.3. MONITORING COMPLAINTS

The complainant can get the necessary information about his/her complaint by contacting our institution via e-mail or by phone at any time in the process.

7.4. ACKNOWLEDGMENT OF RECEIPT OF COMPLAINT

Each complaint is registered in the “Customer Complaints Program” under a unique number. Upon registration of the complaint received in the program, an information e-mail of the receipt of the complaint is automatically sent to the e-mail address of the complainant (customer) registered in the program.

7.5. FIRST EVALUATION OF THE COMPLAINT

a) Complaints communicated to the Customer Service Representative are registered in the "Customer Complaints Program" by entering mandatory details and the Customer Complaint is created. Information fields outside the mandatory fields for the customer complaint are filled in if the relevant information is obtained at the first step.

b) A classification is made according to the importance of the complaint at the stage of first evaluation of complaints when the mandatory fields are filled in.

According to the importance of the complaint, evaluation is made according to the following criteria.

High:

Problems that pose a risk to human health;

Causing incidents being harmful to environmental safety and leading major damage;

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Emergence of unlawful practice;

Affecting customers’ processes negatively, bringing them to a standstill, and causing Manufacturing to stop;

Negative feedbacks submitted from the same customer on the same problem at different lots within three months;

A product of mass production that has been returned and cannot be used by the customer in any way;

Complaints that may harm the reputation of the brand.

Low:

In other cases, the urgency and importance classification of complaints is deemed LOW.

c) An on-site investigation is made for the complaint with the participation of Customer Service Representative and/or, depending on the type of complaint, managers of production and other processes in line with the planning made in weekly meetings.

d) Necessary measurements, interviews, controls, inspections (ground moisture, visuals, production date, etc.) are performed on the site subject to the complaint. Photos showing clearly the subject of the complaint are taken for the purpose of evaluation of the complaint. Depending on the nature of the complaint, the place of use and/or conditions, a sufficient number of samples are taken from the relevant product subject to the complaint.

e) Necessary interviews, controls, inspections (ground moisture, measurements, visuals, production date, etc.) performed on the site subject to the complaint are documented by filling out a Customer Requests and Complaints Evaluation Form signed by the relevant persons.

f) The Customer Requests and Complaints Evaluation Form signed on the site of complaint and photos showing clearly the subject of the complaint are scanned and uploaded in the “Customer Complaints Program”.

g) Depending on the subject, quantity and status of the complaint, The Customer Requests and Complaints Evaluation Form and the photos can be shared with the managers at our relevant facilities for their evaluation and opinions on the complaint.

h) If the sufficient number of samples from the relevant product subject to the complaint are taken, depending on the nature of the complaint, the place of use and/or conditions, the samples are delivered to the Quality Control Department for the tests to be carried out depending on the subject of the complaint.

i) Results of the tests carried out by the Quality Control Department and a printout of analysis results to be taken from the Manufacturing Test Device for all products except floorboards (complaints and analysis regarding floorboards are recorded in the Customer Complaints Control Form for Laminate Flooring) and test results are conveyed to Customer Service Representative.

7.6. INVESTIGATION OF COMPLAINTS

a) Depending on the date of production of the product subject to complaint, a retroactive study is carried out to determine the root causes of the complaint. If rapid solutions can be provided to prevent recurrence of complaint subject and/or to detect the fault during production, necessary adjustments are made and put

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into practice. If the solution of a root cause requires a study and research, the complaint subject will be considered as a project and necessary study units are established.

b) In case of a clear failure of the operator to fulfill the duties defined in the terms of reference, the complaint is communicated to the disciplinary board of complaints by the After Sales Service Department considering the reason, time and quantity of the complaint.

c) Monthly, annual and root-cause analysis are performed over the “Customer Complaints Program” and the primary causes of the complaint are determined.

d) In coordination with the Quality Directorate, preventive and corrective actions are taken on the root causes in cooperation with the relevant production departments.

7.7. RESPONDING COMPLAINTS

Regarding the status of each complaint, which is registered in the “Customer Complaints Program” under a unique number, an information e-mail is automatically sent to the e-mail address of the complainant (customer) registered in the program every 5 days following the date of registration.

7.8. NOTIFICATION OF RESOLUTION

a) If the argument created by the Quality Directorate does not match the argument of the Sales Directorate, the result is decided by the Sales Directorate.

b) Compensation of the customer complaint result, if it results in the favor of the Customer such as discount, the Customer Service Personnel goes to the Sales Development representative under the relevant Sales Directorate and receives the price information of the relevant product in writing.

c) The Cover Letter is checked by our Sales Department for the last time and sent to the complainant and institution via e-mail.

d) The Covering Letter is sent by the Sales Department to the complainant via e-mail.

e) Any process of refund, rejection, compensation and/or repair cannot be initiated without investigation and evaluation of the Customer Service Representative and writing a Covering Letter.

f) The complaint is closed by recording the resolution of the complaint in the relevant section of the “Customer Complaints Program” by the Customer Service Representative.

7.9. CLOSING COMPLAINTS

If the reason for the complaint is not caused by the customer, the customers will be offered a discount, return, and compensation until they are satisfied. After the complaint, a customer satisfaction survey is conducted to ensure customer satisfaction and the complaint is closed in the "Customer Complaints Program".

8. MAINTENANCE AND IMPROVEMENT

8.1. COLLECTION OF DATA

YE Turkey and YE Romania record the performance of the complaints handling process. YE Turkey and YE Romania establish and implement the procedures on recording complaints and responses, and using and

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managing those records. In doing so, it protects personal data and respects to confidentiality of complainants. This handbook is prepared in line with this principle and comprises the following information.

a) Defining the stages of identification, collection, classification, retention, storage, and destruction of records;

b) Showing utmost care to preserve electronic files and magnetic recording media against the loss of complaints handling records due to misuse or obsolescence of such data;

c) Retaining records of training provided to the persons involved in the complaints handling process;

d) Determining the response criteria of the company considering preferences of the complainant or his representative regarding the recording notification or presentation of records including time limitations and type, respondent and format of data;

e) Specifying time and method to disclose non-personal statistical complaint data.

Furthermore, detailed information about the Customer Complaints System can be found in the following documents.

Document and records control procedure;

HR Procedure;

Table of Retention Period of Records

8.2. ANALYSIS AND EVALUATION OF COMPLAINTS

a) Depending on the date of production of the product subject to complaint, a retroactive study is carried out to determine the root causes of the complaint. If rapid solutions can be provided to prevent recurrence of complaint subject and/or to detect the fault during production, necessary adjustments are made and put into practice. If the solution of a root cause requires a study and research, the complaint subject will be considered as a project and necessary study units are established.

b) In case of a clear failure of the operator to fulfill the duties defined in the terms of reference, the complaint is communicated to the disciplinary board of complaints by the After Sales Service Department considering the reason, time and quantity of the complaint.

c) Monthly, annual and root-cause analysis are performed over the “Customer Complaints Program” and the primary causes of the complaint are determined.

d) In coordination with the Quality Directorate, preventive and corrective actions are taken on the root causes in cooperation with the relevant production departments.

8.3. SATISFACTION WITH THE COMPLAINTS HANDLING PROCESS

Within one month following the closure of the complaint, YE Turkey and YE Romania contact the customers preferably by phone to measure their satisfaction with the complaint handling process.

8.4. MONITORING THE COMPLAINTS HANDLING PROCESS

The complaints handling process is described in detail in the Customer Complaints workflow. (See Appendix: A)

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8.5. INSPECTION OF THE COMPLAINTS HANDLING PROCESS

Internal inspections conducted periodically enable to inspect the compliance of Customer Satisfaction Management System implemented in YE Turkey and YE Romania with the process, standard and achieving objectives.

8.6. MANAGEMENT REVIEW OF THE COMPLAINTS HANDLING PROCESS

Senior management of YE Turkey and YE Romania periodically review the complaints handling process in order to ensure the following:

a) Continuity of compliance, adequacy, effectiveness, and efficiency of the process;

b) Defining and addressing the examples of non-compliance with the requirements of health, safety, environment, customer and legal regulations and other legal requirements;

c) Identifying and making up product deficiencies;

d) Identifying and making up process deficiencies;

e) Using the opportunity for improvement and evaluating the needs of change in complaints handling process and products offered;

f) Evaluating the potential changes to the policy and objectives of handling complaints.

Inputs of the management review:

a) Internal factors such as changes in policy, purpose, corporate structure, availability of resources, products offered or supplied;

b) External factors such as changes in legal regulations, competition practices or technological innovations;

c) The overall performance of the complaints handling process involving customer satisfaction surveys and continuous monitoring results of processes;

d) Inspection results;

e) Status of corrective and preventive actions;

f) Follow-up of activities resulting from the previous management review;

g) Recommendations for improvement.

Outputs of the management review:

a) Decisions and actions related to improving the effectiveness and efficiency of the complaints handling process;

b) Product improvement recommendations;

c) Decisions and actions related to identified resource needs (e.g. training programs);

d) Management review records are preserved and used to identify opportunities for improvement.

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8.7. CONTINUOUS IMPROVEMENT

YE Turkey and YE Romania conduct studies to continuously improve the effectiveness and efficiency of the complaints handling process. As a result, the company continuously improves the quality of its products. This is achieved through corrective and preventive actions and innovative improvements. YE Turkey and YE Romania are planning activities to eliminate the causes of recurrence of current problems leading to the complaint and to prevent the occurrence of potential problems.

For improvements, YE Turkey and YE Romania:

a) research, determine and apply the best complaints handling practices;

b) adopt a customer-oriented approach in YE Turkey and YE Romania;

c) promote innovation while improving the complaints handling process;

d) They appreciate exemplary complaints handling behaviors.

RELATED DOCUMENTS:

ORJ.İK.PR.01-İNSAN KAYNAKLARI PROSEDÜRÜORJ.YS.DD.01-KAYITLARIN SAKLANMA SÜRELERİORT.YS.PR.01-CONTROL OF DOCUMENTED INFORMATION PROCEDUREYE-TR.İK.PR.07-İNSAN KAYNAKLARI PROSEDÜRÜYGM.YS.DD.01-YE-TR GENEL MÜDÜRLÜK KAYITLARIN SAKLAMA SÜRELERİ

REVISIONS

R(3) - The expression of R&D and Quality Directorate has been changed to Quality Directorate. Articles 7.8.c and 7.8.d have been added to the manual and 7.8.f has been updated.

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APPENDIX A

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Customer Feedback Management (EPC: over 4% last modification by 3%

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customer satisfaction management handbook...handling complaints of the company. customer: refers to...

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