{"id":4017,"date":"2022-04-13T10:55:29","date_gmt":"2022-04-13T07:55:29","guid":{"rendered":"https:\/\/www.medibim.com.tr\/TR\/?p=4017"},"modified":"2022-04-13T10:55:32","modified_gmt":"2022-04-13T07:55:32","slug":"musteri-memnuniyet-ve-sikayetlerin-cozumlenmesi-proseduru","status":"publish","type":"post","link":"https:\/\/www.medibim.com.tr\/TR\/kurumsal\/musteri-memnuniyet-ve-sikayetlerin-cozumlenmesi-proseduru\/","title":{"rendered":"M\u00fc\u015fteri Memnuniyet ve \u015eikayetlerin \u00c7\u00f6z\u00fcmlenmesi Prosed\u00fcr\u00fc"},"content":{"rendered":"\n

M\u00fc\u015fteri Memnuniyet ve \u015eikayetlerin \u00c7\u00f6z\u00fcmlenmesi Prosed\u00fcr\u00fc –\u00a0MB-1004<\/span><\/h1>\n

1. AMA\u00c7<\/p>\n

Bu prosed\u00fcr m\u00fc\u015fteriden veya ilgililerden gelen \u015fikayetlerin \u00e7\u00f6z\u00fcmlenmesini, memnuniyet durumunun kapsar.<\/p>\n

2. KAPSAM<\/p>\n

Medibim Medikal\u2019in belgelendirdi\u011fi t\u00fcm m\u00fc\u015fteriler, etkilenen ki\u015filer ve ilgili taraflar i\u00e7in uygulan\u0131r.<\/p>\n

3. POL\u0130T\u0130KA<\/p>\n

Deney Laboratuvar\u0131 m\u00fc\u015fterilerden veya di\u011fer ilgililerden gelen \u015fik\u00e2yetleri \u00e7\u00f6z\u00fcmlenmesi i\u00e7in gereken \u015fartlar\u0131 yerine getirmektir.<\/p>\n

4. \u015e\u0130K\u00c2YETLER\u0130N \u00c7\u00d6Z\u00dcMLENMES\u0130<\/p>\n

Genel<\/p>\n

T\u00fcm \u015fik\u00e2yetler\u015fik\u00e2yet sahibi ve etkilenen taraflar eri\u015fimine a\u00e7\u0131k \u015fekilde \u00e7\u00f6z\u00fcmlenir. \u015eik\u00e2yetler yaz\u0131l\u0131 veya s\u00f6zl\u00fc olabilir. \u015eik\u00e2yet s\u00f6z konusu olmas\u0131 halinde, s\u00f6zl\u00fc \u015fik\u00e2yetler Y\u00f6netim Kalite Temsilcisine sunulur. Kalite Y\u00f6netim Temsilcisi \u015fik\u00e2yete ili\u015fkin ilk de\u011ferlendirmeyi yapar ve daha sonraki i\u015flemler i\u00e7in \u015fik\u00e2yeti bir \u00fcst amirine iletir. \u015eik\u00e2yet \u00e7\u00f6z\u00fcmlenmesi s\u00fcrecinin m\u00fc\u015fteri hakk\u0131nda olumsuz d\u00fc\u015f\u00fcnce olu\u015fmayacak \u015fekilde \u00e7\u00f6z\u00fcmlenmesi gereklidir. Olas\u0131 \u015fik\u00e2yetlerin belirtilmesini sa\u011flamak bak\u0131m\u0131ndan M\u00fc\u015fteri Memnuniyet ve \u015eik\u00e2yet formu m\u00fc\u015fteriye mutlaka g\u00f6nderilir ve sonu\u00e7lar kay\u0131t edilir.

\u015eik\u00e2yet Ba\u015fvurusu<\/p>\n

S\u00f6zl\u00fc, yaz\u0131l\u0131 veya e-posta yolu ile gelen m\u00fc\u015fteri \u015fik\u00e2yetleri kay\u0131t edilmesi ve takibi i\u00e7in m\u00fc\u015fteri ye \u015firketin internet sitesinde bulunan M\u00fc\u015fteri Memnuniyet ve \u015eik\u00e2yet Formu<\/a> ( https:\/\/www.medibim.com.tr\/TR\/kurumsal\/musteri-degerlendirme-formu\/<\/a>\u00a0 linki \u00fczerinden) ve Ref. No:MB4007 M\u00fc\u015fteri \u015eik\u00e2yet Formu g\u00f6nderilir. \u015eik\u00e2yeti olan m\u00fc\u015fteri, link \u00fczerinden ula\u015f\u0131lan M\u00fc\u015fteri Memnuniyet ve \u015eik\u00e2yet Formunun ve MB4007 M\u00fc\u015fteri \u015eik\u00e2yet Formunun ilgili k\u0131s\u0131mlar\u0131n\u0131 doldurarak deney laboratuvar\u0131na ba\u015fvuruda bulunur. Deney raporunda kaynaklanan m\u00fc\u015fteri \u015fik\u00e2yetlerine itiraz etme s\u00fcresi deney raporunun haz\u0131rland\u0131\u011f\u0131 tarihten itibaren 1 ayd\u0131r.<\/p>\n

\u015eik\u00e2yet S\u00fcreci ve \u00c7\u00f6z\u00fcmlenmesi<\/p>\n

\u015eik\u00e2yetler Medibim faaliyetleri ve bunlarla ilgili performanslar, prosed\u00fcrler, personel ve Medibim Medikal\u2019in \u00e7al\u0131\u015ft\u0131\u011f\u0131 sertifikaland\u0131rd\u0131\u011f\u0131 firmalar\u0131n ve ki\u015filerin ilgili yaz\u0131l\u0131 veya s\u00f6zl\u00fc olarak olumsuz ba\u015fvurular\u0131d\u0131r. \u015eik\u00e2yetler MB4007 M\u00fc\u015fteri \u015fik\u00e2yet formu doldurulur.
M\u00fc\u015fteri taraf\u0131ndan doldurulan ve Kalite Y\u00f6neticisine iletilen \u015fik\u00e2yet formu, Kalite Y\u00f6neticisi taraf\u0131ndan ilgili Sorumlu M\u00fcd\u00fcr ve Laboratuvar Sorumlusuna iletilecektir. \u015eik\u00e2yetler, talep eden her t\u00fcrl\u00fc ilgili taraf i\u00e7in eri\u015filebilir olmal\u0131d\u0131r.
\u015eik\u00e2yetin do\u011frulanmas\u0131 i\u00e7in, \u015fik\u00e2yet edilen ki\u015fi veya birimlerin bilgileri al\u0131n\u0131r ve forma kaydedilir. \u015eik\u00e2yet \u00e7\u00f6z\u00fcmleme a\u015famas\u0131nda \u015fik\u00e2yet\u00e7iye, \u015fik\u00e2yet edilen alan ile ilgili raporlamalar Kalite Y\u00f6neticisi ve Laboratuvar sorumlusu taraf\u0131ndan e-posta yolu ve telefon ile g\u00f6r\u00fc\u015f\u00fclerek s\u00f6zl\u00fc olarak da iletilir.
\u015eik\u00e2yet sahibine iletilecek sonu\u00e7lar, s\u00f6z konusu \u015fik\u00e2yetin ilgili personeli haricinde \u00e7al\u0131\u015fan ba\u015fka bir personel taraf\u0131ndan iletilir. E\u011fer m\u00fcmk\u00fcn ise laboratuvar, \u015fik\u00e2yet sahibine, \u015fik\u00e2yet sonland\u0131r\u0131ld\u0131\u011f\u0131 durum itibariyle, \u015fik\u00e2yetin sona ermesine ili\u015fkin resmi bir bildirimde bulunabilir.<\/p>\n

\u0130tirazlar\u0131n De\u011ferlendirilmesi<\/p>\n

Gelen m\u00fc\u015fteri \u015fik\u00e2yetleri laboratuvar taraf\u0131ndan incelenir. \u0130nceleme Laboratuvar\u0131 Sorumlusu sorumlulu\u011funda ger\u00e7ekle\u015ftirilir. \u015eik\u00e2yete konu olan personel belirtilmi\u015fse, bu personel de\u011ferlendirme k\u0131sm\u0131ndan hari\u00e7 tutulur. Yap\u0131lan inceleme sonu\u00e7lar\u0131 m\u00fc\u015fteriye bildirilir.

E\u011fer itiraz hakl\u0131 ise, Laboratuvar\u0131 Sorumlusu taraf\u0131ndan laboratuvar \u00e7al\u0131\u015fanlar\u0131na ilgili \u00f6nlemler hakk\u0131nda bilgi verilir. Y\u00f6netici, hata nedeninin ara\u015ft\u0131r\u0131lmas\u0131n\u0131 sa\u011flar ve d\u00fczeltici faaliyet ba\u015flat\u0131r. Laboratuvar sorumlusu, hata sebebinin ara\u015ft\u0131r\u0131lmas\u0131 i\u00e7in d\u00e2hili bir tetkik ve gerekirse harici bir tetkike karar verebilir. Bu hallerde yenilenen deney i\u015flemlerinin maliyeti deney laboratuvar\u0131 taraf\u0131ndan \u00fcstlenilir.
M\u00fc\u015fterinin sonu\u00e7lara itiraz\u0131n\u0131n devam etmesi durumunda T\u00dcRKAK\u2019 tan akredite bir laboratuvar taraf\u0131ndan deneyin tekrarlanmas\u0131 yap\u0131lacakt\u0131r. Anla\u015fmazl\u0131\u011f\u0131n devam\u0131 halinde \u0130STANBUL mahkemeleri yetkilidir.
Karar i\u00e7in yap\u0131lan test deneyinde itiraz hakl\u0131 bulunursa, deney \u00fccreti ve di\u011fer masraflar laboratuvar taraf\u0131ndan \u00fcstlenilir. \u015eayet, test deney sonucunda, deney sonu\u00e7lar\u0131 kabul edilebilir s\u0131n\u0131rlar i\u00e7inde oldu\u011fu anla\u015f\u0131l\u0131rsa, ortaya \u00e7\u0131kan masraflar itiraz sahibince kar\u015f\u0131lan\u0131r.
\u015eik\u00e2yetlerle ilgili gerekli incelemeler ilgili kurumlar taraf\u0131ndan ger\u00e7ekle\u015ftirildikten sonra var\u0131lan sonu\u00e7lar ve incelemelerle ilgili izlenebilirli\u011fin ve takibin sa\u011flanabilmesi amac\u0131yla (Ref no:MB4007)\u2019deki ilgili k\u0131s\u0131mlar laboratuvar taraf\u0131ndan doldurulur.
Verilen deney hizmetinin hatal\u0131 olmas\u0131ndan kaynaklanan m\u00fc\u015fteri \u015fik\u00e2yetlerininyan\u0131 s\u0131ra m\u00fc\u015fteriye kar\u015f\u0131 k\u00f6t\u00fc muamele, Deney prosed\u00fcrleriyle ilgili mutabakat\u0131n sa\u011flanamamas\u0131, verilen terminin a\u015f\u0131lmas\u0131, yorum hatalar\u0131 ve standartlara uygun olmayan uygulamalardan kaynaklanacak m\u00fc\u015fteri \u015fik\u00e2yetleri kapsam\u0131nda de\u011ferlendirilir ve \u00e7\u00f6z\u00fcmlenmesi i\u00e7in gerekli uygulamalar ba\u015flat\u0131l\u0131r.<\/p>\n

Di\u011fer belgeler
\u0130stenilen paketleme cinsi ve g\u00f6nderme y\u00f6ntemi sipari\u015f sahibinin karar\u0131na b\u0131rak\u0131lm\u0131\u015ft\u0131r. M\u00fc\u015fteri taraf\u0131ndan Deneye g\u00f6nderilen cihazlar\u0131n uygunsuz paketlenmesi sonucu olu\u015facak hasarlar MED\u0130B\u0130M Deney Laboratuvar\u0131 taraf\u0131ndan \u00fcstlenilmez. M\u00fc\u015fteri gerekli bilgileri ” kabul\/teslim formunun ve Deney ba\u015fvuru formunun” bir par\u00e7as\u0131 olarak bildirmelidir. \u0130tiraz i\u015fleminin gidi\u015fi ile ilgili bilgiler Laboratuvar Sorumlusu taraf\u0131ndan dok\u00fcman haline getirilir.
\u015eik\u00e2yet bildirimi ile ilgili form (Ref. No: MB4007)’de verilmi\u015ftir. \u0130tirazlarla ilgili kay\u0131tlar saklan\u0131r. Ref.no.MB3003 dosyalama sistemi.<\/p>\n


5. M\u00dc\u015eTER\u0130 MEMNUN\u0130YET\u0130<\/p>\n

Olu\u015fturulan Deney sisteminin m\u00fc\u015fteri taraf\u0131ndan de\u011ferlendirilmesi amac\u0131yla M\u00fc\u015fteri memnuniyeti ve
de\u011ferlendirme formu olu\u015fturulmu\u015ftur.( Ref no.MB4025 ). Bu form, laboratuvar\u0131n geli\u015fimini, hizmet ak\u0131\u015f\u0131n\u0131n daha
iyi olmas\u0131n\u0131 ve hizmet kalitesinin belirlenmesi amac\u0131yla rehber konumundad\u0131r. Ayr\u0131ca sistemdeki aksakl\u0131klar\u0131n
de\u011ferlendirilmesine olanak vermektedir. M\u00fc\u015fteri memnuniyeti ve de\u011ferlendirme formu; M\u00fc\u015fteriye, Deney i\u015fi sonras\u0131, elden, cihazla birlikte, fax veya e-mail yoluyla g\u00f6nderilir. M\u00fc\u015fteri taraf\u0131ndan de\u011ferlendirilen formun en k\u0131sa s\u00fcrede laboratuvara geri g\u00f6nderilmesi talep edilir.<\/p>\n

5.1 M\u00dc\u015eTER\u0130 MEMNUN\u0130YET\u0130N\u0130N DE\u011eERLEND\u0130R\u0130LMES\u0130<\/p>\n

Formdaki puanlama sistemine g\u00f6re, a\u015fa\u011f\u0131daki \u015fekilde de\u011ferlendirme yap\u0131l\u0131r.<\/p>\n

5.1.1.Memnuniyet ve de\u011ferlendirme konular\u0131 kendi i\u00e7inde ayr\u0131 olarak de\u011ferlendirilir.
5.1.2.Formdaki ileti\u015fim ve hizmet b\u00f6l\u00fcmleri ayr\u0131 ayr\u0131 de\u011ferlendirilir. Her b\u00f6l\u00fcm i\u00e7in ayr\u0131 ortalama hesaplan\u0131r.
5.1.3. Puanlama sisteminde yer alan b\u00fct\u00fcn konular i\u00e7in toplam de\u011ferlendirme yap\u0131larak genel ortalamas\u0131 hesaplan\u0131r.
5.1.4. De\u011ferlendirmeler sonucunda, ortalama de\u011feri veya puan\u0131 d\u00f6rt (4) puandan k\u00fc\u00e7\u00fck konularda d\u00fczeltici faaliyet uygulan\u0131r.
5.1.5. Konu ve b\u00f6l\u00fcm sonu\u00e7lar\u0131na g\u00f6re m\u00fc\u015fteri odakl\u0131, toplam de\u011ferlendirme sonu\u00e7lar\u0131na g\u00f6re ise laboratuvar\u0131n y\u00f6netim
sistemine odakl\u0131 d\u00fczeltici faaliyetler y\u00fcr\u00fct\u00fcl\u00fcr.
5.1.6.De\u011ferlendirme sonucunda de\u011ferlendirme konular\u0131n\u0131n herhangi birinin hesaplanan ortalama de\u011feri 4 puandan k\u00fc\u00e7\u00fck veya herhangi bir de\u011ferlendirme konusu 4 puandan k\u00fc\u00e7\u00fck tekrar ediyorsa d\u00fczeltici faaliyet uygulan\u0131r.<\/p>\n

Laboratuvar\u0131n tercih edilmesi nedeni ve laboratuvar\u0131n hakk\u0131nda nas\u0131l ve nereden bilgi al\u0131nd\u0131\u011f\u0131 sorulara verilen cevaplara g\u00f6re laboratuvar\u0131n izleyece\u011fi yol ile ilgili \u00e7al\u0131\u015fmalar ba\u015flat\u0131l\u0131r.
Genel de\u011ferlendirme konular\u0131nda \u00e7\u0131kan sonuca g\u00f6re ve not k\u0131sm\u0131nda m\u00fc\u015fteri taraf\u0131ndan yap\u0131lan de\u011ferlendirme ve tavsiyelere g\u00f6re ise laboratuvar\u0131n tan\u0131t\u0131m, m\u00fc\u015fteri memnuniyeti ve sistemi ile ilgili yapaca\u011f\u0131 \u00e7al\u0131\u015fmalar i\u00e7in bir g\u00f6sterge te\u015fkil eder.<\/p>\n

M\u00fc\u015fteri memnuniyeti ve De\u011ferlendirmesi formlar\u0131n\u0131n genel de\u011ferlendirmesi y\u0131lsonunda, g\u00f6zden ge\u00e7irilmesi alt\u0131 ayl\u0131k
periyotta yap\u0131l\u0131r.<\/p>\n


6. REFERANS DOK\u00dcMANLAR
– MB4007 M\u00fc\u015fteri \u015eik\u00e2yet Formu
– MB3003 Dosyalama Sistemi Takip Listesi
– M\u00fc\u015fteri Memnuniyet ve \u015eik\u00e2yet Formu ( https:\/\/links.medibim.com.tr\/memnuniyet_sikayet linki \u00fczerinden)<\/p>\n","protected":false},"excerpt":{"rendered":"

M\u00fc\u015fteri Memnuniyet ve \u015eikayetlerin \u00c7\u00f6z\u00fcmlenmesi Prosed\u00fcr\u00fc –\u00a0MB-1004 1. AMA\u00c7 Bu prosed\u00fcr m\u00fc\u015fteriden veya ilgililerden gelen \u015fikayetlerin \u00e7\u00f6z\u00fcmlenmesini, memnuniyet durumunun kapsar.<\/p>\n","protected":false},"author":18,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"colormag_page_container_layout":"default_layout","colormag_page_sidebar_layout":"default_layout","footnotes":""},"categories":[972],"tags":[],"class_list":["post-4017","post","type-post","status-publish","format-standard","hentry","category-kurumsal"],"yoast_head":"\nM\u00fc\u015fteri Memnuniyet ve \u015eikayetlerin \u00c7\u00f6z\u00fcmlenmesi Prosed\u00fcr\u00fc - Medibim Biyomedikal Metroloji ve Kalibrasyon<\/title>\n<meta name=\"description\" content=\"Kurumsal - M\u00fc\u015fteri Memnuniyet ve \u015eikayetlerin \u00c7\u00f6z\u00fcmlenmesi Prosed\u00fcr\u00fc - Medibim Biyomedikal Metroloji ve Kalibrasyon\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.medibim.com.tr\/TR\/kurumsal\/musteri-memnuniyet-ve-sikayetlerin-cozumlenmesi-proseduru\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"M\u00fc\u015fteri Memnuniyet ve \u015eikayetlerin \u00c7\u00f6z\u00fcmlenmesi Prosed\u00fcr\u00fc - 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