BLUESKY ARRASTRE PROCEDURE MANUAL

Reference Code: QP:CF

AND STEVEDORING Rev. No.: 01
Date of Effectivity: October 1, 2015
SERVICES, INC. CUSTOMER FEEDBACK Page_1_ of _7_
(BASSI)

PURPOSE

This aims to establish and maintain the procedure for the gathering and monitoring of
information relating to customer perception as to whether customer requirements are met
with the end in view of measuring the performance of the quality management system.

SCOPE

This procedure applies to BlueskyArrastre and Stevedoring Services, Inc. (BASSI) at the Port of
Palompon, Leyte.

RESPONSIBILITY

1. The Management Representative- MR ensures that the following are properly

undertaken:

1.1. Implementation of effective mechanisms such as the use of Suggestion Box,

which allows customers to air their complaints or appreciation for services
rendered.

1.2. Immediate action on all complaints of clients pertaining to cargo handling

services within the area of responsibility.

1.3. Determination of the level of satisfaction of the clients with the services
provided by the CHO at least once a year.

2. The Officer Primarily Responsible (OPR) is the personnel identified by the MR

which is responsible for the:

2.1. Processing of feedback dropped in the suggestion box.

2.2. Analysis and verification of the feedback received.

2.3. Recommendation to the MR as to action to be taken to resolve the issues

raised.

REFERENCE

1. ISO 9001:2008

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BLUESKY ARRASTRE PROCEDURE MANUAL
Reference Code: QP:CF
AND STEVEDORING Rev. No.: 01
Date of Effectivity: October 1, 2015
SERVICES, INC. CUSTOMER FEEDBACK Page_2_ of _7_
(BASSI)
PROCEDURE FLOWCHARTS
1. Customer Feedback Using Suggestion Box
Flowchart Description Responsible
Instruction to 1.1 Instructs the Officer Primarily Responsible for MR
Prepare / Design CFF the preparation and design of Customer Feedback
Form (CFF)

Preparation and 1.2 Designs and prepares the Customer Feedback OPR
Design of CFF Form (CFF) to be used for the suggestion box

1.3 Approves the CFF to be used MR

Placing of Suggestion 1.4 Places the Suggestion box with available blank OPR
Box and blank CFF CFF

Retrieval and 1.5 Retrieves the CFFS, tabulates and makes an OPR
Analysis of Feedback analysis of the result of inputs in the suggestion box
Results

N
Negative 1. 6 Determines if there is negative feedback OPR
feedback?

Y
1.7 Verifies the customer feedback or complaint OPR
Verification of the and completes and enters it in the Customer
Feedback Feedback Logbook. Prepares recommendation.

Recommendation of 1. 8 Acts on the recommendation of the OPR to MR

Action address the negative feedback

N MR
1. 9 Determines if the negative feedback requires
Required
NCR? issuance of NCR

Y
NCR Issued (see
flowchart for the 65
NCR/CA)
 Action/Commendations
(comm

BLUESKY ARRASTRE PROCEDURE MANUAL

Reference Code: QP:CF
AND STEVEDORING Rev. No.: 01
SERVICES, INC. Date of Effectivity: October 1, 2015
CUSTOMER FEEDBACK Page_3_ of _7_
(BASSI)
Updates Logbook 1. 10 Updates details of the logbooks OPR

2. Feedback from Meetings and other Fora

Flowchart Description Responsible
Attendance to 2.1 Attends meeting/forum. OPR of Meeting
Meeting

Receipt of Feedbacks 2.2 Receives feedback from the meeting/forum. OPR

Preparation of 2.3 Instructs OPR concern to validate feedbacks and MR

Report prepare report and recommendation.

Verification of the 2.4 Verifies the feedback, when necessary, and MR

feedback evaluates the submitted report.

Recommendation of 2.5 Acts on the recommendation and instructs the MR

Action updating of the customer feedback logbook.

N Required 2.6 Determines if negative feedback requires MR

NCR? issuance of NCR

Y
NCR Issued (see
flowchart for the
NCR/CA)

Necessary Action or
Commendation
66
 Updates Logbook 2.7 Updates details of the logbooks OPR

BLUESKY ARRASTRE Reference Code: QP:CF

PROCEDURE MANUAL
AND STEVEDORING Rev. No.: 01
SERVICES, INC. Date of Effectivity: October 1, 2015
CUSTOMER FEEDBACK
(BASSI) Page_4_ of _7_

3. Feedback from Other Sources

Flowchart Description Responsible
Receipt of feedbacks 3.1 Receives feedbacks from other sources which OPR
includes letter-complaints, direct observations by
stakeholders, verbal/ text messages (thru phone)
complaints, direct filling up of ORF and like

Negative 3.2 Directs staff to formally issue an MR

A
Feedback? acknowledgement letter, when applicable, for a
positive feedback- refer connector A
Y
Preparation of 3.3 Instructs OPR concern to prepare report and MR
Report validate feedback

Submission of report 3.4 Submits report on the feedback received OPR

Verification of the 3.5 Verifies validity of feedback MR

feedback

Recommendation of 3.6 Recommends action on the feedback received OPR

Action

N Required 3.7 Determines necessity of issuance of NCR MR

NCR?

Y
NCR Issued (see 3.8 Acts on the recommendation and instructs the MR
flowchart for the completion of the details of the Customer Feedback 67
NCR/CA) Logbook. Either acts to correct any negative
feedback or if necessary, issues a Non-conformity
Report.
 Action/Commendation

Updating of Customer 3.7 Updates details of Customer Feedback logbook OPR

Feedback logbook

BLUESKY ARRASTRE Reference Code: QP:CF

PROCEDURE MANUAL
AND STEVEDORING
Acknowledgment letter Rev. No.: 01
SERVICES, INC. Date of Effectivity: October 1, 2015
CUSTOMER FEEDBACK
(BASSI) File copy of letter Page_5_ of _7_

RECORDS

1. Customer Feedback Form (For Suggestion Box)

2. Minutes of Meetings
3. Letter- Complaints
5. Customer Feedback Logbook

ANNEXES

Annex No. Document Reference Code Type and Title of Annex

Annex 1 CF-FM-01 Customer Feedback Logbook

Annex2 CF-FM-02 Customer Feedback Form( For

Suggestion Box)

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BLUESKY ARRASTRE PROCEDURE MANUAL
Reference Code: QP:CF
AND STEVEDORING Rev. No.: 01
SERVICES, INC. Date of Effectivity: October 1, 2015
CUSTOMER FEEDBACK Page_6_ of _7_
(BASSI)
Annex 1: Customer Feedback Logbook

CF-FM-01 CUSTOMER FEEDBACK LOGBOOK

Date Name of Customer Details of Recommended OPR Remarks

and Signature Feedback Action (NCR Serial
(optional) #)

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BLUESKY ARRASTRE PROCEDURE MANUAL
Reference Code: QP:CF
AND STEVEDORING Rev. No.: 01
Date of Effectivity: October 1, 2015
SERVICES, INC. CUSTOMER FEEDBACK Page_7_ of _7_
(BASSI)

Annex 2: Customer Feedback Form

BASSI CUSTOMER FEEDBACK FORM

CF-FM-02 (Rev. No. 01)
Date:_____________

PLEASE RATE THE CARGO HANDLING SERVICES AND FACILITIES PROVIDED BY BASSI

I. Reliability of Cargo Handling Services (Promptness & Accuracy)

1 Excellent 2 Very Good 3 Satisfactory 4 Needs Improvement

II. Adequacy of Facilities ( Equipment, Workplace and Associated Facilities)

1 Excellent 2 Very Good 3 Satisfactory 4 Needs Improvement

III. Competence of Personnel/ Worker & Manner of Accommodation/ Courtesy

1 Excellent 2 Very Good 3 Satisfactory 4 Needs Improvement

IV. Other Observations/ Suggestions:

_______________________________________________________

_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
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______________________

Accomplished by ( Optional) : __________________________ ________________________

(Name over Printed Name) (Company Name)

Prepared by: Reviewed by: Approved by:

Marjorie A. Apolinar Eliseo C. Medalla Ian Jay L. Arevalo
Document Custodian General Manager President

Date Date Date

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