I had a question about Customer Focus. We had our first audit for IFS PACsecure in December, we passed in the low 90's.
We got A's in the section of customer focus. We are a small flexible packaging company and the president talks with most of the customers at least once a month and visits them quite often (president is also wearing the "salesman's" hat). The auditor stated as much in the report and that should be good. But, I feel that I should somehow state that in our standards that we communicate with customers regularly and that executives are involved with customer relations. I just don't feel that this requires a full procedure to be written up, this is mostly the president talking with higher-ups at our customers plants.
What I am asking is would a statement to these facts added to our procedure binder cover this area of customer focus? The auditor asked the president about customer focus, such as questionnaire and comments, he answered that he visits the customers and also talks to them regularly. I just thought having this in writing would help then we could answer any question the auditor might have.
Hope this makes sense and I am not over thinking this topic. Or should i just leave well enough alone and move on to the next procedure?
Any advice you have would be greatly appreciated.