Author(s): Buşra KESİCİ, Mehmet Selami YILDIZ

Quality exists within all processes of production stage starting from buying the raw material to shipping final product to customer providing customer expectations firstly. If the demand of customer is satisfied well, customer satisfaction can be increased automatically. In this paper, the importance of customer satisfaction and customer definition in literature are specified within the qualification in an international quality standard named IATF 16949:2016. Requirements and necessities are considered in this paper and customer satisfaction index calculation method is explained in an automotive supplier. Customer satisfaction values are calculated according to evaluation method within 100 points. Then the action plans are designated for the customers that in the lower ones of satisfaction values.


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