At Rhein S.Q.M. GmbH, awareness of customer satisfaction plays an essential role, especially in connection with professionalism, service quality and the achievement of customer goals. Please read this short interview with managing director Wolfgang Rhein about the company’s customer satisfaction management.

Mr. Rhein, congratulations, the 2019 customer satisfaction figures for Rhein S.Q.M. GmbH exceeded the already high values of the past! How did you achieve that?
Many thanks first of all, but it always involves at least two parties: If customers or their suppliers do not “participate” in the projects and topics – which are sometimes quite ambitious – then we cannot perform. We are glad that customers still value our “hands-on approach”, the shift away from the abstract to tangible approaches and solutions, where we’ve weighed up the various risks and opportunities.

Why are the satisfaction values higher at some agencies than at others?
Our approach is: Clients should not receive standard answers just so that we can say we “did our job” and fulfilled the contract. And we don’t “hide” behind standardized forms. These can be found on the Internet without our involvement. Our customers contact us because they want or need to achieve certain goals. Business partners tell me that other consultants write them long lists of what needs to be done. So it doesn’t surprise me that this often results in catastrophic audits in which it is then discovered that much has been misunderstood. We find that such a procedure is not really helpful or effective in the operative business, perhaps serving at most as an “alibi”. In order to achieve the goals, we make it our responsibility to give our customers concrete answers. The experience of the last few years shows that our business partners appreciate this clear identification of options (not always immediately, sometimes only in the medium term) and then rate it as “very good” in terms of customer satisfaction. Every evening on my way to the hotel or to another customer, I ask myself the question: “Will my current customer recommend me to others? And – no matter what the answer is – why?”

So does that mean you can rest on your laurels in 2020?!
You’re making it far too easy for me: All right. NO, so that this must-have question is at least addressed … Anyone who spends even 10 minutes a day finding out the most important news from all over the world can guess that a painful and long-lasting recession is imminent – and then it’s no longer selling, but buying. Put simply: customers and end-users remain the most important interest groups.

As there is a growing demand for AIAG CQI standards we started developing a website with specific information about the process-relevant standards CQI-9 (Heat Treat System Assessment), CQI-11 (Plating System Assessment), CQI-12 (Coating System Assessment), CQI-15 (Welding System Assessment), CQI-17 (Soldering System Assessment) and CQI-23 (Molding System Assessment).

Rhein S.Q.M. will of course offer consulting and operational support during implementation of the CQI standards. But furthermore our range of services will also involve the performance and documentation of the CQI self assessments and company-specific in-house trainings. Read more

Because of our steady growth, the requirements of the branches we are working in, and the increasing responsibility in more complex projects we decided to change from the present company type to a “GmbH”. The ownership structure, the headquarter, all contact persons and contact data remain the same. You can always rely on our “superior” competence and experience. We thank you for your loyalty and the confidence placed in us which enabled this important step in our company history.

If you have any questions please contact us.

Mid of September the transitional period of the new in March 2013 published EU guideline “Good Distribution Practice (GDP)” will end. The new heavily modified guideline will apply for sales and distribution companies, who are trading or transporting pharmaceutical products or transporting. Aim of the guideline is the improvement of quality along the whole supply chain, from the producer to the end consumer. That implies among other things that from now on not only the temperature control from 2 to 8 degree Celsius is mandatory prescribed. According to the GDP every transport temperature indicated by the manufacturer has to be guaranteed by the service provider. The requirements for the areas trading and logistics become far more stringent with the approach of the GDP to the GMP (for development and production).

Do you need more information about the new GDP or support for the implementation? Please contact us

The ISO 16001 will be replaced by the ISO 50001. What does this mean for companies?

Since the 24th of April 2012 certifications after ISO 16001 are not possible anymore. Companies must be certified ISO 50001 instead. The norm intends sustainable energy cost savings, the reduction of harmful emissions and other environmentally-harmful pollutants. The change towards the international accredited norm ISO 50001 is worthwhile for companies, as it is much more extensive in comparison to the old standard. Organisations will be put in a position to improve their energy efficiency and consumption in every process, starting from purchasing, product planning and after sales division. The existing management system will be supplemented by energy efficiency related key figures. These indicators show the yearly savings and also where energy is still wasted. This system allows to create targeted measures to reduce waste. You will be accompanied by Rhein S.Q.M. in a very professional manner through all project phases of the norm.

We will be pleased to advise you personally during a free concept meeting in your company!