Relex Software Corporation: Managing Reliability Across The Product Lifecycle ISO 9001:2000 / TickIT Certified
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Customer Focus

Relex Software: ISO 9001:2000 and TickIT 2000 certified) The Relex Quality Management System (QMS) contains an extensive Customer Focus section that outlines every facet of our interaction with you, our customer. The QMS gives us specific steps to follow and a standard to uphold and improve as we move forward. The policies and procedures in the Customer Focus section ensure that we provide you with the reliability software tools you want, and supply the best service and support in the industry.

Understanding Your Requirements

We make every effort to discover your reliability analysis needs and incorporate them into our existing software (or future versions). We study how you use Relex, how it interfaces with your other applications, and which features and characteristics are the most important to you. We collect this information through customer feedback, studying industry trends, competitive research, survey responses, and other methods.

Order Fulfillment

The Customer Focus section contains explicit instructions for filling orders properly. We review every order to make certain that product and order requirements are being met, and to resolve any conflicting requirements. Verbal orders are confirmed before an order is accepted, and all order amendments or changes are communicated, resolved, and verified before any product is shipped. We ensure that you order the products you need, and you receive the products you expect.

Customer Communication

One of the most important topics within the Customer Focus section is about communication. We have provisions in place for updating our collateral, Internet site, and other promotional materials. All communication received from customers is logged into a database. Complaints are escalated until they are resolved to your satisfaction. Every complaint is disseminated to all applicable departments within Relex Software Corporation. The department managers, working with our Technical Services manager, decide how to respond to the complaint. When appropriate, they also determine what corrective or preventive actions should take place within Relex Software Corporation.

Customer Satisfaction

Customer satisfaction is our ultimate goal. We gather data on customer satisfaction through customer complaints/praises, awards and public recognitions, surveys, and sales growth figures. The information is compiled and presented in management review meetings. Attained customer satisfaction levels are compared to those from previous years, and to projections for the current year. Our managers set objectives and strategies to improve customer satisfaction for the coming year.

Pulling It All Together

The Customer Focus section is a key component of the Relex QMS. We recognize how important your continued business is to us, and we have created these procedures to enable us to serve you better. These policies and regulations are our way of making sure that we provide you with the best software products, service, and support that we have to offer. It's another area where we strive for RELiability EXcellence.