Item 20 - Contract for Sewage Grinder Units

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• Customer Feedback and Complaints • Surveys • Customer Returns • Lost Customers • Direct Communication with Customers Director of Sales is responsible for ensuring that the collected customer satisfaction data is appropriately tracked and maintained. Customer satisfaction data serves to assess the overall performance and continual improvement of the quality management system. Customer feedback (including customer satisfaction measurement data and customer complaints) is utilized in the Management Review Process 9.2. Internal Audit Powers Bros. plans and conducts internal audits at planned intervals according to Internal Audit Procedure (QMSP-111) for the following purposes: • To verify whether quality activities and related results comply with planned arrangements, to the requirements of this International Standard, and quality management system requirements established by Powers Bros. • To determine the overall effectiveness of the duality management system as implemented and maintained. Management Representative plans the annual audit program according to Audit Procedure (QMSP-111) and Internal Audit Log (QMSF-311), which identifies when each element or process of the quality management system will be audited. Every element or process of the quality management system is audited at a enininlum of once per year. An individual element or process may be audited additionally, based upon the importance and status of the element or process and the results of previous audits. The Management Representative is responsible for organizing and coordinating the internal audit to ensure that the audit criteria, scope, frequency, and methods are defined, and that the following requirements are met: • Definition of audit responsibilities • Definition of requirements for planning and conducting the audit. • Assurance of auditor independence. • Recording of audit results • Communication of audit results to management