Changes

We monitor information on customer satisfaction and/or dissatisfaction as one of the measurements of performance of the Laboratory Management System. The Management System Officer conducts an electronic survey using F407.001 (e-Doc 6075165) to capture satisfaction information of the CNSC staff members utilizing the services of the Laboratory and also to receive any suggestions for improvement of the services. The survey results are used as input into the management review process. Any immediate problems are to be documented and corrected through the non-conformance and corrective action processes. Any improvements are implemented through the document change process and followed up and monitored through internal assessment process.

We monitor information on customer satisfaction and/or dissatisfaction as one of the measurements of performance of the Laboratory Management System. The Management System Officer conducts an electronic survey using F407.001 (e-Doc 6075165) to capture satisfaction information of the CNSC staff members utilizing the services of the Laboratory and also to receive any suggestions for improvement of the services. The survey results are used as input into the management review process. Any immediate problems are to be documented and corrected through the non-conformance and corrective action processes. Any improvements are implemented through the document change process and followed up and monitored through internal assessment process.

The following preparatory steps were taken prior to execution of the survey:

The following preparatory steps were taken prior to execution of the survey:

1) A comprehensive list of customers that requested and received instrument services from the CNSC laboratory (i.e., the service “requestor”) during the 2018 calendar year was compiled from laboratory service records.

1) A comprehensive list of customers that requested and received instrument services from the CNSC laboratory (i.e., the service “requestor”) during the 2018 calendar year was compiled from laboratory service records.<br />

2) An invitation email was drafted in Microsoft® Outlook with a custom design Voting button, to be sent to each customer as a formal request for their participation in the annual customer satisfaction survey.

2) An invitation email was drafted in Microsoft® Outlook with a custom design Voting button, to be sent to each customer as a formal request for their participation in the annual customer satisfaction survey.<br />

3) A telephone call/voice message was drafted to remind the customer the next day after the initiation of the survey.

3) A telephone call/voice message was drafted to remind the customer the next day after the initiation of the survey.

4) A follow-up invitation email was drafted, to be sent as a reminder to each customer who had not responded to the initial request within a week time-period.

4) A follow-up invitation email was drafted, to be sent as a reminder to each customer who had not responded to the initial request within a week time-period.<br />

5) The list of customers was provided to the Laboratory’s administration staff to send the invitation email via Microsoft® Outlook with a custom design Voting button and other instructions regarding the data integrity of the feedback provided by the customers. Administration staff was to save the completed forms in the central electronic repository as e-access documents with appropriate access rights for maintaining lists of respondents and records as customers respond to the survey.

5) The list of customers was provided to the Laboratory’s administration staff to send the invitation email via Microsoft® Outlook with a custom design Voting button and other instructions regarding the data integrity of the feedback provided by the customers. Administration staff was to save the completed forms in the central electronic repository as e-access documents with appropriate access rights for maintaining lists of respondents and records as customers respond to the survey.<br />

The following steps were taken subsequent to execution of the survey:

The following steps were taken subsequent to execution of the survey:<br />

1) The feedback provided by the customers was analyzed and a summary (e-Doc# 5763601) was prepared to discuss the results of the survey with the stakeholders in order to implement the suggestions and any corrective actions to be taken to address the comments.

1) The feedback provided by the customers was analyzed and a summary (e-Doc# 5763601) was prepared to discuss the results of the survey with the stakeholders in order to implement the suggestions and any corrective actions to be taken to address the comments.<br />

2) The results of the survey were summarized for the preparation of this summary report of the customer survey, as presented in this document.

2) The results of the survey were summarized for the preparation of this summary report of the customer survey, as presented in this document.<br />

3) If appropriate, an opportunity for improvement (OFI) as identified in the customer survey regarding LIMS requester module in addition to others as those identified in section 5 of this report will be filed using the Laboratory procedure P409 under the LMS and will be followed up to monitor the effectiveness of the implemented actions.

3) If appropriate, an opportunity for improvement (OFI) as identified in the customer survey regarding LIMS requester module in addition to others as those identified in section 5 of this report will be filed using the Laboratory procedure P409 under the LMS and will be followed up to monitor the effectiveness of the implemented actions.<br />