QUALITY MANUAL -> 8.2.1. CUSTOMER COMMUNICATION
Loran Aerospace carries out its customer relations and satisfaction process in accordance with the ISO 10002 Customer Satisfaction Standard. All customer relations are recorded in the ERP system, reported and carefully reviewed in management meetings. For Loran, customer satisfaction output is one of the most important results showing the success of the implemented quality management system.
Loran has prepared a Customer Satisfaction Survey, which is open to all customers on its website, to measure and maintain customer satisfaction regularly. The result-output of this survey is collected in the Loran database and evaluated at Management Review meetings or external meetings.
Loran implements an effective policy to communicate with customers regarding the product capabilities, technical issues, order fulfillment, feedback and claims, financial subjects, and another specific subjects. Loran uses the basic and specific communications technologies including email, telephone, online or face to face meetings.
Loran is also providing customer log-in opportunity into ERP system to manage their all relations with Loran including quotations, invoices, traceability documents of the orders, order tracking and shipments, knowledgebase, financial statements, claims and support management and reporting all of the history.