10.1 General

Customer focus

Management and employees of R-Tech/EU-VRi are focused on meeting customer requirements. Procedures are provided and implemented to determine customer requirements in contracting phase, to fulfill these requirements by proper planning of product/service realization and to enhance level of satisfaction by monitoring customer satisfaction and initiating preventive and improvement actions. The management ensures that customer requirements are communicated and provided as agreed upon. The responsible project manager (PM) have the primary responsibilities for determining and defining customer needs, expectations, and software / product / service requirements. R-Tech/EU-VRi management is committed to establishing and maintaining effective relationships with its customers and continuously improving customer satisfaction.

After completion of major projects R-Tech/EU-VRi R-Tech conducts surveys on customer satisfaction. This feedback is available in form of letters from customers and is filed in corresponding project maps. 


R-Tech/EU-VRi implements inspection and test points to ensure product requirements are met. PM work from detailed work procedures. Records are maintained on all inspection and testing activities.

R-Tech/EU-VRi performs functional and final testing according to the test planning procedureInspection and test records are recorded by the performing function and maintained electronically on the R-Tech/EU-VRi internal network. Records include, but are not limited to: product identification, quantity of product inspected, inspection procedures followed, person performing the test and inspection, date of inspection and/or test, number, type, and severity of defects found.
Product re-qualification / retesting of released product is accomplished by QMG on a periodic basis. “Retesting” is conducted in a more robust environment than the original acceptance test.

Provision of Resources
R-Tech/EU-VRi management determines and provides the resources needed to implement and maintain the QMS, and continually improve its effectiveness, and to enhance customer satisfaction by meeting or exceeding customer requirements.

Customer Related Processes
R-Tech/EU-VRi is dedicated to determine and review the customer and product requirements. All affected employees within R-Tech/EU-VRi review each non-standard contract and amendments to contracts to assure the capability and ambition to meet or exceed the customer requirements. Any exceptions are communicated and negotiated with the customer to resolve or obtain the most favorable terms prior to contract signing and execution. The CEO and/or other members of the management are authorized to finalize contract negotiations with unresolved issues if an impasse occurs that could jeopardize the pending business relationship. Records of each contract review are maintained and a copy of the executed contract is distributed to the employees involved in the project for the reference purposes. 
R-Tech/EU-VRi communicates with its customers on product information, contracts, order handling, amendments, customer feedback, including customer complaints. R-Tech/EU-VRi maintains a documented customer notification process to ensure that customers are notified of any product problems or changes that may affect them. 
The warranty period and any special handling requirements are outlined in the repair warranty agreement or customer contract. 
R-Tech/EU-VRi maintains a dedicated Technical Service function whose responsibilities include: providing answers to technical and application questions, assisting in resolution of problems, and Marketing for product training. Product training is available for R-Tech/EU-VRi personnel and customers.
Documented procedures have been developed and implemented defining processes for notifying the customer of reported problems, resolution of customer reported problems and providing the customer with feedback. Documented procedures are in place for assigning severity level to customer reported problems to ensure timely resolution.

Customer satisfaction
Methods have been established to collect data from customers concerning their satisfaction with R-Tech/EU-VRi software, products and services. This data is reviewed continuously during management reviews of the QMS.
R-Tech/EU-VRi collects data on delivery and customer response times. This data is reviewed annually and/or monthly by the responsible management and during Management Review.


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