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Quality Control

Customer Feedback Collection Mechanism

• Implemented by APS
• Collection of Feedback through Customer Feedback Forms
• Services rated by end users (patients & visitors) on a scale of 1-10
• Catering Manager responsible for collating data into the Customer Service Index Sheet

Customer Service Index (CSI)

• Collation of Customer Service ratings as indicated on the forms measured against a pre-determined index of performance measures.
• Indicates the level of deficiency between expectation of services and actual level of services provided.
• CSI computation is the responsibility of the catering manager.

Service Quality Index (SQI)

• Allows client to conduct regular appraisals of the service provided.
• Acts as a counter balance to CSI.