Tan An Phu: Reduce the rate of customer complaints thanks to the application of ISO 9001

In 2018, Tan An Phu Manufacturing and Trading Co., Ltd reduced customer complaints from 12% to only 2% thanks to the application of ISO 9001.

In order to improve the competitiveness of its peers, the management of Tan An Phu Company recognized the urgent need of having a unified management system for all production activities to improve the linkage. with customers. ISO 9001 is the solution the company has sought.

Initially, the board of directors conducted a survey of the whole enterprise situation. Methods to be implemented include exchanging and working with officials and employees; random sampling of documents and related records; find out the status of management activities and other activities in each area and branch through the observation process in working areas. Next, the management department has gradually transformed the management principles to suit the requirements of ISO 9001: 2015.

Finally, after the transformation, the management department assessed the implementation situation and pointed out the effectiveness achieved by ISO 9001. In general, Tan An Phat has succeeded in raising employees’ awareness. through joint training activities, one of which is training course on basic standards of ISO 9001: 2015; quickly perfecting the document system, successfully applying it in the processes of creating products and services provided to customers; easily check and review the progress of employees as well as product quality management; improve quality productivity.

Specific results

– Provide specific action plans for the period 2012 – 2018, review and give out measures to handle risks for each period as well as the entire system in the enterprise.

– Convert the system of purchasing processes and integrated production processes through the forms according to the Customer’s Quality Management system.

– Products produced 100% are committed to quality, build rigorous testing, disseminate seriously to avoid errors or leaking products in each batch.

– Non-compliant products will be handled according to the previous regulations, thereby reducing union waste by up to 60%.

– Files and documents are easy to maintain, easy to find and easy to retrieve.

Most importantly, the complaint rate plummeted from 12% to only 2%, a significant improvement compared to the time before ISO 9100 was put into operation. Customer feedback and complaints are quickly answered, customers trust, the number of orders quickly increases. Within 3 months from the mechanism renewal, Tan An Phat signed 2 more big contracts.

Through the data and the actual situation of Tan An Phat’s business activities, we can easily see that ISO standards contribute significantly to production activities, stabilizing the management process in enterprises. This system has received the certificate of conformity with ISO 9001: 2015 in December 2018.

Productivity and Quality Office