QUALITY SYSTEM PROCEDURE REF : ISO/TS16949:2002
PROCEDURE NO : 102-72039
TITLE : PROCEDURE FOR CUSTOMER COMPLAINT ISSUE DATE : 10-03-04
REV. DATE : 00/10-03-04
PAGE NO : 01 of 01
PURPOSE : To provide a systematic method for resolving Customer complaints as expeditiously as possible
thereby improving Customer satisfaction through prompt implementation of any required corrective
action and response to the customer.
SCOPE : All customers.
PROCESS OWNER : QA CUSTOMER(S) : Customer, Marketing
PROCESS FLOW :
INPUT ACTIVITY OUTPUT RESPONSIBILITY
CUSTOMER COMPLAINT
Complaint Register & assign the number Tracking sheet QA
$ Email
Tracking sheet Communicate to all employees
$ Displays
QA
Investigation of complaint
$ Visit to customer
Complaint
$ Evaluation of complaint
----- QA
Complaint Initiation of 8D complaint 8D form QA
8D Perform all activities as per 8D form 8D QA \ CFT
$ 8D
8D Close
$ Tracking sheet
QA
CUSTOMER RETURN
$ Customer returns
Receipt of material and prepare customer return material check list $ Customer return material
$ Delivery
& forward to Marketing
Stores
challan check list
$ Customer return material
$ Customer return material
Assign the reason for return Marketing
check list
check
$ list return material
Customer
$ Updated customer return
Investigation of returned materials and take any one of the following
check list action (1) Accept. (2) Reject. (3) Initiate CAR [8D] if need
checklist All Depts
$ $ 8D form
Returned material
PROCESS MEASURE :
EFFECTIVENESS (MI) MEASUREMENT
# UOM CRITERIA \ TARGET MONITORING METHOD
FREQUENCY
EFFICIENCY
As per Process measures-Matrix
UNCONTROLLED COPY - WHEN PRINTED
