A comprehensive Integrated Online Customer Feedback System has been inaugurated by GM Quality GP Baghel on Tuesday at BHEL, Bhopal.
This system is designed to understand and address customers' preferences, provide excellent customer service, and consistently deliver customer value. It provides real-time platform to capture Feedbacks from Customers and Internal users on parameters such as User friendliness of Online System, Response from Calibration / Testing laboratory, Time taken for Calibration / Testing in laboratory, Accuracy of Calibration/ Testing, Range of Calibration / Scope of Testing,Technical competence of laboratory Staff,Quality of Testing Report / Calibration Certificate,Quality of Stickers issued (Only For Calibration),Testing / Calibration facilities for to improve the facilities and overall environment of Testing & Calibration Labs, Technical Services Division (TSD). The System is laced with a unique Graphical Report System to analyze the efficiency of labs and produce MIRs that will help to monitor and analyse the received feedbacks of the customers.
This will reduce process cycle time of the department and thus helps in to improve efficiency. With digitalization of feedback process, the department meets the audit norms as well. The System has been completed by joint effort of Technical Services Group & Digital Transformation Group.
GM (Quality) emphasized on BHEL's culture to enhance customer satisfaction and build strong customer relationships by focusing on Accuracy & Perfection in continuation of recent achievement of been awarded as CII Exim Award which aims at improving overall operations and encouraging Total Quality Management (TQM) at all levels.
He envisaged that the similar system could be of great help to other divisions such as UHV (Transformers), Switchgear, Traction etc. in the journey of engineering excellence as these divisions are frequently visited by our customers that form our Corporate stakeholders.
All the senior officials SK Meena, NP Sanodia, SN Shrivastava, Shikha Saxena were also present in the inaugural ceremony. The system is conceptualized and designed by SN Shrivastava and Molly B Xaxa. Respected GM(Q) Sir has praised the effort put in by Quality and DTG.
