Handling Of Customer Complaints
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DOCUMENT : QA - 0020 DOCUMENT REVISION No: 00
Prepared by: Approved by:
Page 1of 1 ISSUE DATE: 08.11.2016
( Management Represetative } CEO
PRECISION TOOLS AND COMPONENTS HANDLING OF CUSTOMER COMPLAINTS
The following procedure is to be followed for handling of complaints from Customers. 1. The complaint received from the customer, be it is by telephone or by mail, or by any other means, it will have to be recorded in the customer complaint Register. The details to be entered are: 1.1 The identity of the customer. 1.2 The date and time of receipt of complaint 1.3 Details of the complaint. 1.4 The identity of the person receiving the complaint. 2. CEO/GM will study the nature of the complaint and the redressal measures are decided as below: 2.1.If the complaint is about the quality of the goods supplied, based on the nature of the problem, any of the following actions is taken 2.1.1. If the complaint is debatable, the concerned quality or production person will visit the customer within 3 hours of the receipt of the complaint and assess the gravity of the problem. Further action is decided as below. 2.1.2. If defective parts have been found in part of the supplied quantity, the decision should be to send our personnel to the customers place and arrange for segregating the defectives. The corrective action report is to be made in the prescribed form QA-0025 or the corrective action is to be indicated in the 8D report of the customer. 2.1.3. If the rework is to be done at our works, arrangements are to be made to get the material back at the earliest and rework is to be arranged. If the requirement of the customer is urgent, replacement of the parts is to be arranged immediately from the safety stock maintained. The corrective action report in the prescribed form QA – 0025 or the corrective action is to be indicated in the 8 D report of the customer. 2.1.4. If defect is beyond rework and the parts are to be scrapped, the parts are to be brought back , marked cross with a red permanent marker and disposed. The replacement for the scrapped quantity should reach the customer in the shortest possible time.
Prepared by: Approved by:
Page 1of 1 ISSUE DATE: 08.11.2016
( Management Represetative } CEO
PRECISION TOOLS AND COMPONENTS HANDLING OF CUSTOMER COMPLAINTS
The following procedure is to be followed for handling of complaints from Customers. 1. The complaint received from the customer, be it is by telephone or by mail, or by any other means, it will have to be recorded in the customer complaint Register. The details to be entered are: 1.1 The identity of the customer. 1.2 The date and time of receipt of complaint 1.3 Details of the complaint. 1.4 The identity of the person receiving the complaint. 2. CEO/GM will study the nature of the complaint and the redressal measures are decided as below: 2.1.If the complaint is about the quality of the goods supplied, based on the nature of the problem, any of the following actions is taken 2.1.1. If the complaint is debatable, the concerned quality or production person will visit the customer within 3 hours of the receipt of the complaint and assess the gravity of the problem. Further action is decided as below. 2.1.2. If defective parts have been found in part of the supplied quantity, the decision should be to send our personnel to the customers place and arrange for segregating the defectives. The corrective action report is to be made in the prescribed form QA-0025 or the corrective action is to be indicated in the 8D report of the customer. 2.1.3. If the rework is to be done at our works, arrangements are to be made to get the material back at the earliest and rework is to be arranged. If the requirement of the customer is urgent, replacement of the parts is to be arranged immediately from the safety stock maintained. The corrective action report in the prescribed form QA – 0025 or the corrective action is to be indicated in the 8 D report of the customer. 2.1.4. If defect is beyond rework and the parts are to be scrapped, the parts are to be brought back , marked cross with a red permanent marker and disposed. The replacement for the scrapped quantity should reach the customer in the shortest possible time.
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