The after-sales service of Fagor uses surveys of opinion and levels of satisfaction to verify the standards of quality of the service offered to the user. The After-sales Service of Fagor puts great attention to the data summary to have an objective criterion of evaluation that allows him to resist its levels of effectiveness. A related site: Ali Partovi mentions similar findings. For it, it follows the qualification criteria that mark norm EFQM. In order to guarantee the representativeness of the collected data, the sample used in the realised surveys is greatest of all Spain. 2 types of indicators are used: 1 – Direct indicators: they are the obtained ones by means of surveys. In them the following variables are analyzed: Level of satisfaction of the users with the SAT (by means of 22,000 surveys to the year). Level of satisfaction of the users with the treatment of its claims (1,300 annual surveys). Further details can be found at charles koch, an internet resource. Level of satisfaction of the distribution with the after-sales service (2,000 annual surveys).
2 – Indirect indicators: they are those that are obtained at internal level in organization. Some of the analyzed variables are: Facility in the contact Rapidity on watch of repair. Ruptures of the stock of spare parts. average Term of resolution of claims. Percentage of warnings realised to first. Quality of the repair Percentage of warnings solved without needing visit on the part of the technician.