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Quality customer protocol

Customer satisfaction:

Customer satisfaction is one of the measurements of the performance of the Kandil quality, Kandil steel monitor information relating to customer perception as to whether the company has met customer requirements.

Customer requirements:

  • Top management of Kandil steel ensure that quality objectives are achieved and customer requirements are determined and are met with the aim of enhancing customer satisfaction.
  • Kandil quality determine and achieve the requirements specified by the customer, but where the customer provides no documented statement of requirement, the acceptance will be by EN-standard.
  • Kandil quality monitor, inspect and measure the characteristics of the product to verify that product requirements (Technical Specs) have been met.

    Preservation of products:

    Kandil steel shall preserve the product during internal processing and delivery to the intended destination in order to maintain conformity to requirements. As applicable, preservation shall include identification, handling, packing, storage and protection.
  • The customer should store the products according to the attached storage conditions to keep the products in a good status.
  • Customer communication: Kandil quality determine and implement effective arrangement for communicating with customers in relation to:
    - Product information and technical support.
    - Enquires and order handling including amendments.
    -Customer feedback including customer complaints.
  • Customer complaints:

  • In case of a claim, the following procedure should be applied:
    a.- Once a non-conforming product is found, the customer should stop processing Kandil products.
    b.- Claiming time for CR products within 3 months and for GI & PP products within 4 months from delivery date.
    c.- Kandil steel technical team will arrange a visit to check the claimed products.
    d.- Kandil team would accept returning products only if it is stored according to the storage conditions and also the products of the originally delivered form (coil, slit or Sheets).

  • Continual improvement:
  • - Kandil steel shall continually improve the effectiveness of the quality management system through the use of the quality policy, audit results, corrective and preventive actions and management review.
    - Kandil quality take action to eliminate the causes of nonconformities in order to prevent recurrence (including customer complaints) and also determine action to eliminate the causes of potential nonconformities in order to prevent their occurrence.

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