Table of Contents
1. Purpose
This procedure describes the process of follow-up of postmortem meetings and the responsibilities of the individuals involved within Company.
2. General
This procedure applies to lost proposals and has the intention to learn from feedback provided by Company’s customers.
2.1 Definitions
The Customer Satisfaction Committee (CSC) is a platform to discuss customer satisfaction issues on a quarterly basis and is consisting of the following individuals:
- General Manager
- Director of Sales
- Director of Projects
- Manager of QA & Safety
3. Responsibilities
The Customer Satisfaction Committee is responsible for the review of the effectiveness of the postmortem follow-up process.
The Director of Sales is responsible for:
- The review of the customer input in the postmortem meeting. This activity is to be conducted in close coordination with the Business Development Manager. The decision to request further clarification from the customer is part of this activity.
- The assignment of actions to the appropriate individual(s)
The Business Development Manager is responsible for:
- Requesting a postmortem meeting.
- The overall process as described in this procedure as it relates to general surveys.
- The decision whether or not further clarification is required.
- The internal discussion which individual(s) is (are) best suited to conduct subject clarification meeting.
The Manager of QA & Safety is responsible for:
- Registration of actions to be taken.
- Monitoring the close out of these actions.
- Regular reporting of the status to the Management Quality Team (MQT) and the Customer Satisfaction Committee.
4. Procedure
For a complete overview of the various steps see section 5 (flowchart)
4.1 Starting Point
The process starts with the message from a customer that Company’s proposal has not resulted in a project award to Company.
The following steps are to be taken under the responsibility of the Business Development Manager (BDM). Depending on the circumstances, such as the assignment of a Proposal Manager, the BDM can decide to perform all steps himself or delegate one or more steps to that Proposal Manager.
4.2 Request/Conduct Postmortem Meeting
The BDM shall request a postmortem meeting with the client, as soon as the customer has made clear that Company will not be awarded the project. The objective of such a meeting is to establish customer’s perceptions of the proposal and/or criteria for not awarding the project to Company.
4.3 Review Response
The Director of Sales and the BDM shall review the responses resulting from the postmortem meeting. An evaluation shall be made whether or not further clarification is required to initiate meaningful corrective action(s).
If no clarification is required, a letter shall be issued within ten (10) working days after the meeting to thank the customer for his input and to explain the process to be followed. Alternatively a request for a clarification meeting shall be made, again within ten (10) working days.
4.4 Clarification Meeting
Select the appropriate individual(s) to represent Company in the clarification meeting and meet with the appropriate individual(s).
Within ten (10) working days after the clarification meeting a letter shall be issued to thank the customer for his input and to explain the process to be followed
4.5 Postmortem Report
The BDM shall prepare the postmortem report (ref. 6.1) and arrange for the distribution to the following functions:
- General Manager
- Director of Sales
- Manager of Sales
- Business Development Managers
- Director of Projects
- Manager of QA & Safety
- Proposal Manager (if applicable)
- Manager of Proposals
- Department Managers (if contributed to the proposal)
4.6 Actions
The actions to be taken are to be discussed between the Director of Sales, the BDM and the individuals to be assigned the responsibility for these actions.
Minutes of meeting shall be prepared to record actions to be taken. The minutes shall be distributed o the meeting attendees, the Manager of QA & Safety and any individuals to be informed about the actions, such as department managers.
4.7 Registration and Monitoring
It is the responsibility of the Manager of QA & Safety to register the various actions, to monitor the close out of actions and to report the status to the MQT and/or CSC on a regular basis. As a consequence, individuals with assigned actions shall keep the QA Manager and the BDM informed about the progress of their actions.
4.8 Expediting and Reporting
The BDM is responsible for expediting the progress of the internal improvement activities.
The customer, that initiated internal improvements through a postmortem meeting, may be kept posted about the progress on a quarterly basis by letter, if this action is expected to strengthen the relationship.
4.9 Process Review
The CSC has the responsibility to review the process as described in this procedure at least on an annual basis. Any deficiencies in the procedure shall be brought to the attention of the QA Department to initiate an update.
5. Flowchart
6. References
| Document number | Title | Level | |
| 6.1 | RB 21015 | Postmortem Report (draft) | 5f |
7. Attachments
None.