Customers Improve Quality
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By Ray Chapman-Chen, QA Coordinator
CANTEST recently implemented Microsoft Dynamics® Customer Relationship Management (CRM). This software tool is a key component to our Quality System as it enables us to efficiently manage, track and trend customer issues and requests. 
CRM creates a “case” for each issue or request. The case is then routed to the appropriate individual for resolution. If required, an investigation begins and a response is recorded within CRM. The Quality Assurance Unit (QAU) may prepare a formal corrective action report, assist where required and ensure corrective actions are implemented and follow up for effectiveness. The QAU also tracks and trends case information to make long term improvements.
What does this mean for you?
Through CRM we have a high level of accountability, traceability for all issues and a system for recording and tracking your suggestions for improvement. Our commitment to continually improve enables us to be highly responsive to meet your needs beyond industry standards, which can in turn, keep you at the forefront of your industry.
Ray Chapman-Chen is part of CANTEST’s QAU. He can be contacted at rchen@cantest.com or 1 800 665 8566.
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