Russula Newsletter No 18 English

INSIDE RUSSULA | Russula Newsletter No. 18 | November 2018
event of any incident, and that the processes evolve
depending on the changes that may occur in the
company and in the environment.
project. The method takes in account client’s complaints,
which can penalize the final numerical result.
All the information gathered, is analyzed, and
if needed, actions to improve customer satisfaction
The most relevant benefits are to increase customer
satisfaction, work in a more orderly and efficient
way, control possible deviations in the execution
of processes, improve the quality of our products
are planned and implemented. The level of customer
satisfaction has been increasing within Russula
over the years, and is currently above 85%, which
we value positively.
and services, reduce as much
as possible our impact on the
environment, ensure the safety
and health of our workers and
Over the years, how has the
integration of quality, safety
and environment in Russula
comply with current legislation
evolved?
The level of customer
of application.
satisfaction has been
When I was entrusted with the
increasing within Russula
How do you measure
task of organizing the quality
customer satisfaction?
over the years, and is
system, I started by familiarizing
We have developed a procedure
that allows us to measure and
calculate a numerical value of
customer satisfaction. This value
is compared to a threshold value,
currently above 85%,
which we value positively.
myself with the different work
procedures that were carried
out in Russula, adapting them to
the ISO standards of reference
together with the head of each
department in the company, implementing
above which we consider that the customers are
satisfied.
and monitoring them. The standards at
that time were very focused on the generation of
records as a method of evidence of compliance with
The procedure considers different methods of measurement
by analyzing feedback from the client’s
point of view; projects are analyzed in terms of the
product/service quality, if the product/service meets
requirements, which involved an additional effort
in the definition of records as well as in their subsequent
completion and revision since no one was
used to documenting.
their expectations, how we are compared with our
competition and their assessment of the safety and
environmental behavior of our technical staff in their
facilities and our ability to solve unforeseen issues.
The norms have been evolving towards other ways
of evidencing the work being undertaken which has
helped the system generate the necessary and useful
documentation in each process, defined many
Project feedback is acquired through surveys that
are sent to the customer at the end of the project,
through feedback provided by the Russula project
managers, and through technical closure meetings
times by the workers themselves. This has helped
changed the perception of the system, as something
integral, and we no longer hear the expression
“what the quality department wants”.
with the Russula staff who have participated in each
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