{"id":160,"date":"2019-04-01T08:56:48","date_gmt":"2019-04-01T08:56:48","guid":{"rendered":"http:\/\/avantage.bold-themes.com\/marketing\/?page_id=160"},"modified":"2026-03-02T23:15:47","modified_gmt":"2026-03-02T20:15:47","slug":"sikayet-ve-itirazlarin-yonetilmesi","status":"publish","type":"page","link":"https:\/\/artibilgisayar.net\/dngtest\/sikayet-ve-itirazlarin-yonetilmesi\/","title":{"rendered":"\u015eikayet ve \u0130tirazlar\u0131n Y\u00f6netilmesi"},"content":{"rendered":"<section id=\"bt_bb_section6a01da865527c\" class=\"bt_bb_section bt_bb_layout_boxed_1200 bt_bb_vertical_align_top bt_bb_top_spacing_medium bt_bb_bottom_spacing_large\"  data-bt-override-class=\"null\"><div class=\"bt_bb_port\"><div class=\"bt_bb_cell\"><div class=\"bt_bb_cell_inner\"><div class=\"bt_bb_row \"  data-bt-override-class=\"{}\"><div class=\"bt_bb_row_holder\" ><div  class=\"bt_bb_column col-xxl-12 col-xl-12 bt_bb_vertical_align_top bt_bb_align_left bt_bb_padding_normal bt_bb_animation_fade_in animate\" style=\"; --column-width:12;\" data-width=\"12\" data-bt-override-class=\"{}\"><div class=\"bt_bb_column_content\"><div class=\"bt_bb_column_content_inner\"><div data-bb-version=\"5.5.7\" class=\"bt_bb_separator bt_bb_border_style_none bt_bb_top_spacing_large bt_bb_bottom_spacing_none\" data-bt-override-class=\"{&quot;bt_bb_top_spacing_&quot;:{&quot;current_class&quot;:&quot;bt_bb_top_spacing_large&quot;,&quot;def&quot;:&quot;large&quot;},&quot;bt_bb_bottom_spacing_&quot;:{&quot;current_class&quot;:&quot;bt_bb_bottom_spacing_none&quot;,&quot;def&quot;:&quot;none&quot;}}\"><\/div><header data-bb-version=\"5.5.7\" class=\"bt_bb_headline bt_bb_dash_top bt_bb_superheadline bt_bb_superheadline_outside bt_bb_size_large bt_bb_align_inherit\" data-bt-override-class=\"{&quot;bt_bb_size_&quot;:{&quot;current_class&quot;:&quot;bt_bb_size_large&quot;,&quot;def&quot;:&quot;large&quot;},&quot;bt_bb_align_&quot;:{&quot;current_class&quot;:&quot;bt_bb_align_inherit&quot;,&quot;def&quot;:&quot;inherit&quot;},&quot;bt_bb_animation_&quot;:{&quot;current_class&quot;:&quot;bt_bb_animation_no_animation&quot;,&quot;def&quot;:&quot;no_animation&quot;}}\"><div class=\"bt_bb_headline_superheadline_outside\"><span class=\"bt_bb_headline_superheadline\">KURUMSAL<\/span><\/div><h2 class=\"bt_bb_headline_tag\"><span class=\"bt_bb_headline_content\"><span><b>\u015eikayet ve <\/b><u>\u0130tirazlar\u0131n Y\u00f6netilmesi<\/u><\/span><\/span><\/h2><\/header><div class=\"bt_bb_separator bt_bb_border_style_none bt_bb_bottom_spacing_normal\" data-bt-override-class=\"null\"><\/div><div class=\" bt_bb_row_inner\"   data-bt-override-class=\"{}\"><div class=\"bt_bb_row_inner_holder\"  ><div  class=\"bt_bb_column_inner col-xxl-6 col-xl-6 col-xs-12 col-sm-6 col-md-6 col-lg-6 bt_bb_vertical_align_top bt_bb_align_left bt_bb_padding_normal bt_bb_animation_fade_in zoom_out animate\"  data-width=\"6\" data-bt-override-class=\"{}\"><div class=\"bt_bb_column_inner_content\"><div class=\"bt_bb_column_inner_content_inner\"><div  class=\"bt_bb_text\" ><\/p>\n<p><strong><u>KISALTMALAR<\/u><\/strong><u><br \/>\n<\/u>LM: Laboratuvar M\u00fcd\u00fcr\u00fc<br \/>\nKSY: Kalite Sistemi Y\u00f6neticisi<br \/>\nTY: Teknik Y\u00f6neticisi<u><\/u><\/p>\n<p><strong>M\u00fc\u015fteriyle \u0130\u015fbirli\u011finin Sa\u011flanmas\u0131:<\/strong><br \/>\n\u015eirketimiz m\u00fc\u015fterileri ile i\u015fbirli\u011fi sa\u011flamak ve yap\u0131lan i\u015fle ilgili t\u00fcm a\u015famalar\u0131na tan\u0131k olabilmeleri i\u00e7in gerekli \u015fartlar\u0131 sa\u011flar. M\u00fc\u015fteriye verilen teklifte istenirse m\u00fc\u015fterinin deneyin t\u00fcm a\u015famalar\u0131nda bulunabilece\u011fi belirtilir. M\u00fc\u015fteri faaliyet esnas\u0131nda yap\u0131lan i\u015flemlerle ilgili bilgilendirilir. Ancak m\u00fc\u015fterinin gizlilik gerektiren bilgilere ula\u015fmamas\u0131 ve faaliyetin \u015fartlar\u0131na kar\u0131\u015fmamas\u0131 i\u00e7in gerekli \u00f6nlemler al\u0131n\u0131r.<\/p>\n<p><strong>\u00a0<\/strong><strong>Geri Besleme Bilgilerinin Toplanmas\u0131:<\/strong><br \/>\nGeri besleme bilgileri, her faaliyet sonras\u0131nda m\u00fc\u015fterilere g\u00f6nderilen\u00a0M\u00fc\u015fteri Anket Formu KSYFR 08\u00a0ve m\u00fc\u015fterilerden \u015fikayet\/\u00f6neri gelmesi durumunda g\u00f6nderilen M\u00fc\u015fteri \u015eikayet \u00d6neri Formu KSYFR 09 ile toplanmaktad\u0131r.<\/p>\n<p><strong>Anket Formlar\u0131:<\/strong><br \/>\nLM her i\u015f bitiminde m\u00fc\u015fteri temsilcisine raporla birlikte g\u00f6nderilen M\u00fc\u015fteri Anket Formu KSYFR 08\u00a0g\u00f6nderir. M\u00fc\u015fteriler taraf\u0131ndan doldurulan M\u00fc\u015fteri Anket Formu KSYFR 08 KSY taraf\u0131ndan faks, internet veya elden toplan\u0131r. M\u00fc\u015fteri Anket Formu KSYFR 08\u2019nun toplanmas\u0131n\u0131n takibi ayl\u0131k olarak KSY taraf\u0131ndan yap\u0131l\u0131r.<\/p>\n<p><strong>M\u00fc\u015fteri \u015eikayet\/\u00d6neri Formlar\u0131:<\/strong><br \/>\nM\u00fc\u015fteri \u015fikayet\/\u00f6nerileri KSY taraf\u0131ndan al\u0131n\u0131r. Ancak KSY\u2019 nin yoklu\u011funda t\u00fcm \u00e7al\u0131\u015fanlar taraf\u0131ndan al\u0131narak KSY\u2019 ne iletilir. Ayr\u0131ca anket formlar\u0131nda her bir madde de bulunan puanlama da 40 ve alt\u0131nda verilen puanlar \u015fikayet olarak de\u011ferlendirilir. M\u00fc\u015fteri \u015fikayet\/\u00f6nerileri i\u00e7in M\u00fc\u015fteri \u015eikayet \u00d6neri Formu KSYFR 09 m\u00fc\u015fteriye elden, faks veya elektronik posta yoluyla ula\u015ft\u0131r\u0131larak kay\u0131t alt\u0131na al\u0131n\u0131r. \u015eikayet\/\u00f6neriler anket formuyla geldi\u011finde anketin karar b\u00f6l\u00fcm\u00fc ayn\u0131 i\u015flem i\u00e7in kullan\u0131l\u0131r veya gerekirse KSY taraf\u0131ndan ayr\u0131ca M\u00fc\u015fteri \u015eikayet \u00d6neri Formu KSYFR 09 ile kay\u0131t alt\u0131na al\u0131n\u0131r.<\/p>\n<p><strong>Kay\u0131tlar\u0131n Muhafazas\u0131:<\/strong><strong>\u00a0<\/strong><br \/>\nBu prosed\u00fcr\u00fcn uygulanmas\u0131 sonucu ortaya \u00e7\u0131kan t\u00fcm kay\u0131tlar Kay\u0131tlar\u0131n Kontrol\u00fc Prosed\u00fcr\u00fc PR16\u2019ne g\u00f6re muhafaza edilir.<\/p>\n<p>\n<\/div><div class=\"bt_bb_separator bt_bb_border_style_none bt_bb_bottom_spacing_normal bt_bb_hidden_md bt_bb_hidden_lg\" data-bt-override-class=\"null\"><\/div><\/div><\/div><\/div><div  class=\"bt_bb_column_inner col-xxl-6 col-xl-6 col-xs-12 col-sm-6 col-md-6 col-lg-6 bt_bb_vertical_align_top bt_bb_align_left bt_bb_padding_normal bt_bb_animation_fade_in zoom_out animate\"  data-width=\"6\" data-bt-override-class=\"{}\"><div class=\"bt_bb_column_inner_content\"><div class=\"bt_bb_column_inner_content_inner\"><div  class=\"bt_bb_text\" ><\/p>\n<p><strong>Geri Besleme Bilgilerinin De\u011ferlendirilmesi:<\/strong><br \/>M\u00fc\u015fterilerden gelen \u015fikayetler\/\u00f6neriler KSY taraf\u0131ndan de\u011ferlendirilir. \u015eikayet\/\u00f6neri ile ilgili m\u00fc\u015fteri ile g\u00f6r\u00fc\u015fme yap\u0131larak ek bilgi al\u0131n\u0131r. \u015eikayet\/\u00f6neri herhangi bir i\u015flem ba\u015flatmay\u0131 gerektirmiyorsa sebebi m\u00fc\u015fteriye a\u00e7\u0131klan\u0131r.<br \/>\u015eikayetler i\u00e7in KSY taraf\u0131ndan sorumlular \u00e7a\u011f\u0131r\u0131larak sebepleri ara\u015ft\u0131r\u0131l\u0131r. \u015eikayetin b\u00fcy\u00fckl\u00fc\u011f\u00fcne g\u00f6re \u00fcst y\u00f6netime bilgi verilir. \u015eikayet\u00a0faaliyet tekrar\u0131n\u0131 gerektiriyorsa \u00fcst y\u00f6netimin verece\u011fi karara g\u00f6re faaliyetin tekrar\u0131 yap\u0131l\u0131r.\u00a0\u00d6neri\/istekler i\u00e7in i\u015flemin yap\u0131labilirli\u011fi KSY taraf\u0131ndan b\u00f6l\u00fcm sorumlular\u0131n\u0131n da g\u00f6r\u00fc\u015fleri al\u0131narak de\u011ferlendirilir. \u00d6neri\/iste\u011fin b\u00fcy\u00fckl\u00fc\u011f\u00fcne g\u00f6re \u00fcst y\u00f6netime bilgi verilir. Uygun g\u00f6r\u00fclen talepler i\u015fleme konur.<br \/>Elde edilen sonuca g\u00f6re gerekli g\u00f6r\u00fcld\u00fc\u011f\u00fc takdirde, KSY taraf\u0131ndan D\u00fczeltici \u00d6nleyici Faaliyet Prosed\u00fcr\u00fc PR11\u2019ne g\u00f6re faaliyet ba\u015flat\u0131l\u0131r. \u00a0Al\u0131nan kararlar M\u00fc\u015fteri Anket Formu KSYFR 08\u00a0ve FR M\u00fc\u015fteri \u015eikayet \u00d6neri Formu KSYFR 09\u2019na KSY taraf\u0131ndan kaydedilir ve g\u00f6r\u00fc\u015f veren ki\u015filer taraf\u0131ndan onaylan\u0131r.<\/p>\n<p><strong>4.4 \u00a0\u015eikayetlerin Sonu\u00e7land\u0131r\u0131lmas\u0131:<\/strong><br \/>\u015eikayet\/\u00f6neri ile ilgili faaliyetler sonu\u00e7land\u0131r\u0131ld\u0131\u011f\u0131nda KSY taraf\u0131ndan yap\u0131lan i\u015flemler hakk\u0131nda m\u00fc\u015fteriye bilgi verilir. M\u00fc\u015fterinin \u015fikayeti bu a\u015famada da giderilemezse; m\u00fc\u015fteriyle kar\u015f\u0131l\u0131kl\u0131 g\u00f6r\u00fc\u015fme yap\u0131larak \u015fikayetin sebebi yeniden ara\u015ft\u0131r\u0131l\u0131r ve gerekli g\u00f6r\u00fcl\u00fcrse Madde 4.3. tekrarlanarak m\u00fc\u015fteriyle tekrar g\u00f6r\u00fc\u015f\u00fcl\u00fcr. G\u00f6r\u00fc\u015fme neticesinde yeniden i\u015flem ba\u015flatmaya gerek g\u00f6r\u00fclmedi\u011fi durumda bu durumun \u015firketimizin y\u00f6n\u00fcnden hakl\u0131 sebepleri anlat\u0131larak m\u00fc\u015fteriyi ikna yoluna gidilir.<br \/>\u015eikayet sonucu faaliyet tekrarlan\u0131rsa, faaliyetin t\u00fcm a\u015famalar\u0131nda m\u00fc\u015fterinin g\u00f6zlemci olarak bulunmas\u0131 sa\u011flan\u0131r ve m\u00fc\u015fteri teknik olarak bilgilendirilir. Faaliyet tekrar\u0131 sonucunda \u015fikayetin devam etmesi durumunda, m\u00fc\u015fterinin bilgisi dahilinde standarda g\u00f6re yeterlili\u011fi olan bir ba\u015fka kurulu\u015f ile kar\u015f\u0131la\u015ft\u0131rma faaliyeti ger\u00e7ekle\u015ftirilir. Kar\u015f\u0131la\u015ft\u0131rma faaliyeti sonucunda iki kurulu\u015fun sonu\u00e7lar\u0131n\u0131n birbirine uygun \u00e7\u0131kmas\u0131 halinde \u015fikayet sonu\u00e7land\u0131r\u0131l\u0131r ve di\u011fer kurulu\u015fun masraflar\u0131 m\u00fc\u015fteri taraf\u0131ndan kar\u015f\u0131lan\u0131r. Ancak sonu\u00e7lar\u0131n birbirinden farkl\u0131 \u00e7\u0131kmas\u0131 durumunda, Uygun Olmayan Hizmetin Kontrol\u00fc Prosed\u00fcr\u00fc PR02\u2019ne g\u00f6re i\u015flem ba\u015flat\u0131larak uygunsuzluk giderildikten sonra, faaliyet tekrarlan\u0131r ve m\u00fc\u015fteri yeni faaliyetin sonu\u00e7lar\u0131na g\u00f6re haz\u0131rlanan raporla bilgilendirilerek \u015fikayet sonu\u00e7land\u0131r\u0131l\u0131r. Bu durumda yap\u0131lan faaliyetin masraflar\u0131 kurulu\u015fumuz taraf\u0131ndan kar\u015f\u0131lan\u0131r.<\/p>\n<p>\n<\/div><div class=\"bt_bb_separator bt_bb_border_style_none bt_bb_bottom_spacing_normal bt_bb_hidden_md bt_bb_hidden_lg\" data-bt-override-class=\"null\"><\/div><\/div><\/div><\/div><\/div><\/div><div data-bb-version=\"5.6.7\" class=\"bt_bb_image bt_bb_shape_square bt_bb_target_self bt_bb_align_inherit bt_bb_hover_style_simple bt_bb_content_display_always bt_bb_content_align_middle bt_bb_top_negative_margin_none bt_bb_bottom_negative_margin_none bt_bb_right_negative_margin_none bt_bb_left_negative_margin_none bt_bb_fill_background_color_full\" data-bt-override-class=\"{&quot;bt_bb_align_&quot;:{&quot;current_class&quot;:&quot;bt_bb_align_inherit&quot;,&quot;def&quot;:&quot;inherit&quot;},&quot;bt_bb_content_display_&quot;:{&quot;current_class&quot;:&quot;bt_bb_content_display_always&quot;,&quot;def&quot;:&quot;always&quot;},&quot;bt_bb_top_negative_margin_&quot;:{&quot;current_class&quot;:&quot;bt_bb_top_negative_margin_none&quot;,&quot;def&quot;:&quot;none&quot;},&quot;bt_bb_bottom_negative_margin_&quot;:{&quot;current_class&quot;:&quot;bt_bb_bottom_negative_margin_none&quot;,&quot;def&quot;:&quot;none&quot;},&quot;bt_bb_right_negative_margin_&quot;:{&quot;current_class&quot;:&quot;bt_bb_right_negative_margin_none&quot;,&quot;def&quot;:&quot;none&quot;},&quot;bt_bb_left_negative_margin_&quot;:{&quot;current_class&quot;:&quot;bt_bb_left_negative_margin_none&quot;,&quot;def&quot;:&quot;none&quot;},&quot;bt_bb_animation_&quot;:{&quot;current_class&quot;:&quot;bt_bb_animation_no_animation&quot;,&quot;def&quot;:&quot;no_animation&quot;}}\"><span><img loading=\"lazy\" decoding=\"async\" width=\"1942\" height=\"2560\" src=\"https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-scaled.png\" class=\"attachment-full size-full\" alt=\"https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-scaled.png\" data-full_image_src=\"https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-scaled.png\" title=\"Resim2\" srcset=\"https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-scaled.png 1942w, https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-640x844.png 640w, https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-1280x1688.png 1280w, https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-768x1013.png 768w, https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-1165x1536.png 1165w, https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-1553x2048.png 1553w, https:\/\/artibilgisayar.net\/dngtest\/wp-content\/uploads\/2026\/03\/Resim2-320x422.png 320w\" sizes=\"auto, (max-width: 1942px) 100vw, 1942px\" \/><\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/div><!-- cell_inner --><\/div><!-- cell --><\/div><!-- port --><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-160","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/artibilgisayar.net\/dngtest\/wp-json\/wp\/v2\/pages\/160","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/artibilgisayar.net\/dngtest\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/artibilgisayar.net\/dngtest\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/artibilgisayar.net\/dngtest\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/artibilgisayar.net\/dngtest\/wp-json\/wp\/v2\/comments?post=160"}],"version-history":[{"count":11,"href":"https:\/\/artibilgisayar.net\/dngtest\/wp-json\/wp\/v2\/pages\/160\/revisions"}],"predecessor-version":[{"id":2832,"href":"https:\/\/artibilgisayar.net\/dngtest\/wp-json\/wp\/v2\/pages\/160\/revisions\/2832"}],"wp:attachment":[{"href":"https:\/\/artibilgisayar.net\/dngtest\/wp-json\/wp\/v2\/media?parent=160"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}