Our company, as certified by the Quality Manual, has “Customer Satisfaction” as its goal and in order to achieve this objective it is appropriate to define some rules to establish a lasting and fair relationship with the customer above and beyond the criteria imposed by our ISO 9001-2015 system.
The essential points highlighted include:
- Collaboration with the customer;
- Sales orders;
- Receipt and delivery of materials;
Given that our company is ISO 9001-2015 certified, the certifying body obliges us to comply with the relevant standards: this means that in the customer/supplier relationship the customer must conform to our terms of sale and follow certain procedures.
a) Collaboration with the customer
In establishing a new relationship, the company makes its technical resources available to the customer in order to fully define the object of the contract, that is, the characteristics of the type of treatment to be performed.
The company carries out “standard” treatments the results of which are always guaranteed within the tolerances allowed by the standards concerning these types of treatments or processes.
Nonetheless the company is willing to examine the feasibility of treatments on a case-by-case basis. In this phase our technical office is available to the customer for the definition of the technical characteristics, the processing methods, and the parameters to be achieved.
b) Sales orders
All customer orders must contain the following information in accordance with the requirements of the Quality System:
- Type of material(s);
- Terms of delivery;
- Treatment requested;
- Any references to regulations;
- Any references to customer specifications;
- Payment terms;
When negotiating and/or requesting a quote, the customer, in addition to technical specifications, must attach or identify the supply conditions in particular with reference to its own tests and control methods as well as the traceability of supplies in the case of multiple suppliers.
In the case of repetitive supplies, it will be the responsibility of the company to establish contractually “standard conditions” applicable for the entire duration of the contract. The company maintains the right to vary the aforementioned conditions at its own discretion in the event of objective market changes.
Since these are continuous cycle processes with systems with specific potentialities, and therefore set-up and start-up times, the company reserves the right to establish minimums for each production lot on customer specifications. The company reserves the right to establish guaranteed minimums for the duration of the contract.
c) Receipt and delivery of materials
Based on its own established procedures our receiving department performs a check of all incoming material. In the event that Non-Conformities are found with regard to the declarations contained in the accompanying documents, the material is set aside and is at the disposal of the customer which is asked to make a decision on the merits. It will still be our service’s responsibility to immediately report the any Non-conformities identified.
The company is not liable for defects and/or losses which occur during transport.
It will be the customer’s responsibility to safeguard and not disclose any information, technical specifications, or processing methods which it may become aware of during the relationship with the company.