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SUSTAINABILITY

FOR OUR CUSTOMERS

Borusan Mannesmann grows and develops together with its customers in line with its high-quality standards, passion to innovate, and principle of working with a focus on customer satisfaction. Accordingly, Borusan Mannesmann takes every care to hear the expectations and needs of its customers and engages in meticulous VoC (Voice of Customer) and customer satisfaction efforts.

Quality

Borusan Mannesmann’s quality policy is rooted in “customer satisfaction.” The company aims to provide products in accordance with the relevant standards specified in the order letter, technical specifications, custom and applicable customer requirements. In order to ensure lasting customer satisfaction, we measure and assess whether the customer requirements were met as well as the customer’s changing expectations and announce it to all employees, conduct product development and certification work where necessary, organize training courses in order to raise awareness with the user, take seriously even the smallest dissatisfaction with the product and take corrective action.

At Borusan Mannesmann, “employee satisfaction” is the most important requirement on the path to customer satisfaction. Decisions are made after the views of relevant employees were taken and based on the principle of “participation”. Individuals are equipped with the necessary information and skills, and made to assume the authority and responsibility relevant to their respective jobs. We aim for an environment where everyone does their jobs and are satisfied with the jobs they do. While responsibility is personal, teamwork is encouraged and success of the team is placed ahead of individual success.

“Cost awareness” is exercised in every decision and action so as to preserve the company’s leadership in the domestic market and boost its competitiveness in foreign markets with an emphasis on savings.

In line with all these principles, Borusan Mannesmann will strive to “continuously develop” so as to further improve its position.

Customer Satisfaction (VoC)

Borusan Mannesmann's customer satisfaction policy is based on customer orientation. In line with customer demands and expectations, we continuously improve our processes and aim to establish long-lasting relations with our customers.

In order to ensure lasting customer satisfaction, we measure and assess whether the customer requirements were met as well as the customer’s changing expectations and announce it to all employees, conduct product development and certification work where necessary, organize training courses in order to raise awareness with the user, take seriously even the smallest dissatisfaction with the product and take corrective action.

Any and all feedback received from our customers is considered a gift. With 60 years of experience under our belt and our customer-oriented service, we use all resources at our disposal to translate these feedbacks into customer satisfaction.

Positive feedbacks show that we are on the right track while improvement suggestions are “important inputs that helps us with our goal of always being a step ahead. That’s why Borusan Mannesmann customers are encouraged to give feedback.

Borusan Mannesmann has a “VoC – Voice of Customer Management System” in place. The system collects the demands and opinions of our customers and addresses and evaluates them in a systematic and holistic manner. Business processes are improved so as to best meet the expectations of our customer; products and services that meet these expectations are developed.

ISO 10002: 2004 Customer Complaints Management

Blazing another trail in the world in the pipe industry, Borusan Mannesmann was awarded the ISO 10002 Customer Complaints Management Quality System Certification. In line with this approach, continuous improvement efforts are undertaken so as to boost customer satisfaction.

Customer Feedback Management ▶