Effective Complaint Management
Tony Connor, Chief Technical Advisor, The IFSQN
Friday, July 10, 2015 (03:00 PM - 04:00 PM UK Time). This is a 10 a.m. Eastern Start.
In this webinar we will discuss why complaint management is important in achieving certification to a GFSI benchmarked scheme and how to manage and improve your complaint levels. Complaint levels are a key performance indicator and a reflection of the effectiveness of a food safety and quality management system. We will discuss how to capture, log, analyse your complaint data in order to identify areas for improvement as well as what you can do in your factory to reduce complaint levels.
Unedited chat logs from today's webinar:
Rickey: Hello everybody
Shellie: good morning
YOUSSEF: Hellow Simon and all kind staff, YOussef
Wayne: Good morning
Olivier PERRIER-MAUREL: Good morning from Quebec, Canada
Jia Wei: Good morning everyone
Brian: Good morning From St. Louis
Chris: Good morning everybody, Chris from NY.
Sue: Good Morning, this is Sue, I'm in Idaho. Thanks for the opportunity!
andrea : Good morning from Liverpool, NY
Amrika Bandoo: good morning all
YOUSSEF: Hello everyone
ali murshed: ali murshed
houda: GOOD MORNINNG
Batten: Afternoon from South Africa
Carlos: Greetings from Portugal
david: good afternoon
duygu: Good afternoon everybody from Turkey
joe: hi all from sunny Kent
Pablo: Hello everybody from Asturias - Spain
Audrey: Good morning from Montreal, Canada
Racha: Good afternoon from Lebanon
David Levy: Shalom evrybody from Israel
Pablo: Hi, from Venezuela
Isabel: Hello from Portugal
maria lynn yee francisco: hi everyone, maria lynn yee francisco here
Myrto: Hello from Montreal
Constantine: Hi from Russia
Luciana: Hi from Brazil
ray: Hi Mr. Simon.. It is good to see you again.. You still great
Annie: Good morning from Montreal!!
Sean: hello from yuba city, ca
Joe: Charlotte NC USA Checking In Good Morning
Muhammad Zahir Ghori: Hi. This is M.Z. GHori from Karachi, Pakistan.
bIANKA: Good morning from Vermont
Mario: Hi everyonethis is Mario from Monterrey Mexico
Olga: Good aftrnoon from Latvia
tania: hi from Mexico
Keily: hello from Oregon
victor: hello, nice topic today
Vahini Manivannan: hi Vahini from the US
Amit Pandey : namaste from India
alyssa: Good morning from New Mexico
Fanuel Muga: Good afternoon GMP Services Ltd Nairobi
Rashmi: hello Every one Rashmi from India
feyisara: hello, feyi from Nigeria checking in
IRENE: Hello from Greece!
ray: good day everyone..
Raymond Llanes Diaz: Good eve and good day from the Philippines
Phuc: Hello everyone
ankit: Hi from India
victor: hello everyone
Susil: Susil H All
Adebola: hello from Maryland, U.S.A
Andy: Are you guys able to view the webinar? We can't see anything!
Rashmi: Yes we are able to listen and see the presentation
Racha: yea, we can see the ppt
ion] ray: Should complaint be everybody's concern?.. In my company, they all throw complaint issues to the QC Dept..
Andy: Thanks. We must be having tech issues.
Uyen: Hi everyone from Vietnam
ankit: use google chrome, you can hear it clear and see
ion] greg: Does every customer complaint necessitate a corrective action?
Rashmi: Correct Ray, its commom atttitude of the management
ali murshed: from UAE
Tabatha: Ray complaints should be everyone's concern. My company does an excellent job of sharing responsibilities for complaints and trends
joven: Hi from Indonesia!
LIZZIE: Hi everyone from Manhattan
Tara: Hi everyone! From Chicago, IL
Aliyu: hi, from Abuja Nigeria
andrea : quality
abel: Packaging faults
Cathrine Tavernier: Quality
Stacy: Packaging faults
Olivier PERRIER-MAUREL: Foreing matter
Sean: packaging faults
alyssa: packaging, seals
ankit: Foreign matter in food
Heida : quality
Eva : Quality
Fanuel Muga: sound clear but writtings are blurred,any corrective action for the anomally,Fanuel Muga GMP SERVICES Ltd Nairobi,kenya
Tricia Bartlett: Quality
Michelle Ledoux: packaging
Kathy: Packaging faults
Judy Chong: spoilage
Nicole: packaging faults
GAIL: packaging faults/spoilage
Shellie: packaging faults
James: Foreign matter
Mario: Foreingn matter
Misty: Foreign matter
Batten: foreign matter
Aliyu: spected food poisoning, foreign matter and spoilage
Bria: tamale manufacturer: foreign matter in food (corn shuck hairs)
Kate: Packaging Faults
Carlos: Packaging faults
VAHINI: packaging/ spoilage
Rashmi: foreign matter
Amrika Bandoo: other - Im in the glass maufacturing industry - or major complaint is Breakage.
Chris: Foreign matter
ankit: Foreign body
Bonnie Gerow: FO
Claudia : Quality
Eva : Packaging also
Paul: Spoilage and quality
Bruce: Tastes wrong - quality
Jia Wei: Packaging
Rose Martin: allergens
Anthony: People like to complain about quality.
Raymond Llanes Diaz: Quality
Mark N: Sensory
Adelaide: foreign matter in food
maria lynn yee francisco: sir, whats is most frequent complaint encountered and how you dealt with it.
houda: I CAN4T HERE ANYTHING
Fanuel Muga: Allergens not listed in ingredients
feyisara: misleading or imcomplete labeling
David Levy: Can not read the AFC forms
Anthony: Pot pipe in chips
Brian: blown bags on Swiss Cheese
Fanuel Muga: werw metal detectors installed and calibrated,GMP LABS NAIROBI KENYA
Tricia Bartlett: pebbles in the product
Bria: broken tooth, teeth
Sumeet: tooth fillings
Racha: glass in pizza
Bonnie Gerow: Examples are really difficult to read, are they provided elsewhere?
Denny: gloves in a can of mushrooms
abel: drugs in packaging
Misty: Christmas ornament found in product intact
ankit: black specs in powder
Cory: condom in box of pasta
alyssa: heart medication in product, same medication the caller takes
Joe: our coffee tastes like cat urine
Judy Chong: live frog
Rashmi: mouse in the product
andrea : that we mixed two different items that we produced 2 months apart from each other. Impossible
duygu: a bullet
Jill: not as many pepperonis as on the package picture
GAIL: the cat didnt like the product
Audrey: Chemical composition
Tara: Metal pole in pallet
debbie: Complaint about stale cookies purchased 2 days before the BBD and tasted a couple of days after the BBD.
Batten: 30 cm scoop in product
Mary: Fly in the olive bucket
Olivier PERRIER-MAUREL: Injection needle not belonging to our equipments
sheetalp: mouse in product
Staci Mocerino: That a sugar packet contained methamphetamine, not sugar.
Teresa: Taste wrong or bad
VAHINI: phy/chem- out of spec
Sue: dentures, a frog
Constantine: a bullet? are you serious?
LIZZIE: allergic reaction but we dont have any common allergen in our product
Camille: mold in the product
ali murshed: presence of hair in the food
Ahmed: Ant in oil
Mark N: fermentation
Paul: the product taste bitter
Tammy: animal feces. Was acturaly foreighn dough!
Phuc: adverse effect
Carlos: colour complaints, the customer was using an all different method and equipment.
Rashmi: color fade of the labels from red to off white
Fanuel Muga: Iron fillings in the food
ali murshed: hair
Anthony: earworms in tamales
Pablo: Found Salmonella in MazapÃ¡n (Cake made exclusively with sugar ang almonds)
Olga: Foreign matter in product due to unsufficient visual control by operators
Anthony: earwig in tamales
duygu: unfortunately yes constantine, a food defense matter actually
James: live ants packaed with buns
Aliyu: what is happenin? I dont have audio and the picture freezes
Susil: cigarett but
maria lynn yee francisco: what are standards procedure a foodchain should provide to the customers encountered a food w lid of a mayonnaise.
Trevor: "white bugs" ... and they happen to throw the container away with no information
Theophilus Fon : a gloves in canned peaches
david: lost the vidio
Lisa: plastic pail in tote
Eva : bugs in packaging
Anthony: FDA has rules on allowable insect matter though
Rashmi: is the webinar continuing
abel: unable to tell
James: unable to tell
Judy Chong: unable to tell
Bonnie Gerow: Unable to tell
Carlos: unable to tell
Susil: Unable to tell
David Levy: unable to tell - we miss the production/sell info
Daryl: unable to tell
Chin: Foreign matrrial
greg: The severity of the compaint is much more important
waiman: The slides are blurred
ion] Mark N: where does the number million units come from?
Constantine: What do you mean 'where from'?
ray: "number of million units" came form production data..
Olivier PERRIER-MAUREL: @Mark N - number of unit comes from accounting telling you your production level
Mark N: but why is 1 million used. Is that a standard?
Filiz: Hello from Turkey
Olivier PERRIER-MAUREL: probably not depends on your volume
Constantine: Yes, smth like that - it's easier to calculate when 1 million is used
Amrika Bandoo: no its not it is up to you the manufacture to determine that
Kelly Roach: Mark N - no, it isn't standard. Use what is useful for you. We use number of shipments.
Brenda: What is the actual webinar. Is it just us writing to each other?
Olivier PERRIER-MAUREL: smaller business might be using 100 000 units instead
ray: that is simply the number of complaints over the number of units produced.. million is just an example..
waiman: I can not seen any of the numbers on the slides
Brenda: Am I supposed to see a screen of information or is this just a chat?!!
Brian: there is a ppt Brenda
Judy Chong: no
Brian: You should see slides on the screen
Mark N: Thanks for clarification on that!
Daryl: < 10
Fanuel Muga: No complaints is acceptable,GMP SERVICES LABS NAIROBI KENYA
Paul: Brenda use chrome to open the presentation
Kelly: Depends on the culture as well. Some countries just don't complain and others complaint about every little thing.
Geoffrey: No complaints is acceptable
ray: True Kelly.. Here in Saudi, they complain almost anything..
Staci Mocerino: I'm so glad I don't deal with refrigeration. :)
Shellie: me, too, Staci
James: whats a black bag audit?
tania: what is black bag audit?
Simon Timperley: you will find out soon about blag bag audit
waiman: Simon, the slides are blurred - is it only me that has this problem?
Simon Timperley (to tania): yes
Simon Timperley (to waiman): yes
ray: its blurry here also
Geoffrey: Simon..can I have copies of the GMP audit templates
Fanuel Muga: Good manufacturing practices is mandatory to lessen complaints
Anthony: I also think you should post the templates from this presentation... please
ray: looking forward to it Mr. Simon
Audrey: On the floor
Misty: Should be hung up not on floor
Sue: hang up tools
VAHINI: on the production floor
ankit: brush are rest on floor
Kelly: Improper storage. should be off the floor
Trevor: should be properly held, up off the floor, perferable on a bracket
Staci Mocerino: product bucket contacting floor
Tara: cleaning supplies should be off the floor
GAIL: brushes on the floor
Racha: not in the right place, should be hanged on wall
ankit: it should be hanging on wall
Kevin: should be hung not on the floor
Carlos: no floor contact
Shellie: booms need to be cleaned and hung up off the floor
maria lynn yee francisco: no proper container
Judy Chong: store off floor
Michelle Ledoux: need to be hung, get off floor
greg: Should be stored in a designated tool area
Joe: Ned to be hanging Brushes on the floor
Afton: sitting on floor and not identified
Teresa: on off the floor
IRENE: cleaning equipment in the floor
Myrto: brooms on the floor next to food container
James: product on floor damage to wall
Rashmi: should not be on the floor
Ahmed: not control must kept in close cabient
Eva : Open bucket water - not hanging - brooms touching floor
LIZZIE: color coded for allergen and non allergen cleaning
Tricia Bartlett: No colour coding to identify product contact surface apllication vs. non-food grade
Olivier PERRIER-MAUREL: brush keep materials in them. Squeegee are probably best
Michelle Ledoux: bucket not labeled
waiman: Different brushes for different tasks?
Chris: not hung up off the floor
Constantine: green brooms with white bucket are too close
Sally Rachmatika: should off thr floor and hanging on wall
debbie: Cleaning tools stored on floor not hanging. Bucket on floor not on pallet or shelf, and white for food near cleaning tools. Should be a non-food bucket near cleaning tools..
Amrika Bandoo: cleaning tools are on the floor not in a designated labeled area
Daryl: brushes not hung, identified, hole in wall, pail not identifed
Fanuel Muga: hygiene system failure
ray: cleaning tools not stored properly
Basavaraj: Cleaning tools placed on floor
Tricia Bartlett: Bristles source of forreign matter
tania: recipient is for food
maria lynn yee francisco: sir, may i ask a copy of the slides too. thanks
Chris: Food grade bucket sitting on the floor next to floor brushes. The brushes should be hung on the wall and the bucket should not be near the brushes or on the floor for that matter.
sheetalp: Supposed not to touch the floor, squeeze hang heads up Brush supposed to throun out
VAHINI: yes, the buckets are close to the cleaning container
Theophilus Fon : cleaning equipment on the floor.
Cathrine Tavernier: frayed brissels on the one broom
sheetalp: Forein material brush
alyssa: should be hung up, bucket on floor
Angong: should be stored in a separate storage area.d storage; should be
Susil: Kept on the floor
Christine: Are they all for floor?
ngozi: no complaint is allowed. there should be checks within the factory notto allow non comforming product out for sale Ngozi
tania: brush is degraded
Phuc: The slides are not clear
paul: hi i'm Paul from Cameroon
Paul: Brooms and squeeges should be off the ground and in s sanitizing dispenser. Product container should not be on the floor
Amrika Bandoo: the broom bristles are severely worn
Brenda: testing in chrome
Jia Wei: Testing
Brenda: just seeing black screen
Simon Timperley: try hard refreshing your browser
ngozi: there should be a designadeted, marked places to keep cleaning matrials.
abel: not sure
Anthony: Thank you Tony!
Rashmi: Very Nice PPT
andrea : Thank you
Constantine: Thanks Tony!
James: Great information Tony Thanks
Helen: very interesting and informative
ion] Carlos: Which stat tool can be used to identify significantly different results/complaint levels?
Geoffrey: Very nice
Chris: very good
ion] Kelly: The Black bag ?
greg: Thanks Tony & Simon
Kevin: Thank you
Amrika Bandoo: thanks
Jia Wei: Very nice ppt..thx!!
Constantine: Tell us about black bag audit?
Tricia Bartlett: Very thorough and immediately applicable points
Tricia Bartlett: Thank you
Amrika Bandoo: good webinar
Adebola: Thank you
ion] Tammy: What is a black bag audit?
ion] David Levy: So what is the black bag tool?
alyssa: Thank YOU Tony! This was great!
Amrika Bandoo: what is the black bag audit
Rashmi: can we get the formats for the complaints management
Eva : Thank you for the presentation -- good information
IRENE: thank you!
ion] Shellie: What is a black bag audit?
ion] VAHINI: If a particular customer gets more damaged goods/product with respect to microbial/ mold , how should it be treated?
Rashmi: GMP audit Formats
alyssa: black bag audit?
Sue: this website can caluclate DPMOhttp://www.isixsigma...gma-calculator/
ion] Carlos: In markets where complaining is not a common practice, do you think companies should be more proactive and contact the consumer directly? Which methods could you recommend in these cases?
ion] james: What should be the timeline for between receiving and closing a complaint?
Helen: Thank you. Ton y.......
ion] Carlos: Auditing the product in the market?
ion] Bonnie Gerow: In the food industry, what is a common timeline for complaint resolution?
ngozi: consumer should be able to complain to the regulation
ion] Carlos: When a complaint can not be fully explained i.e. no reason is found in the producer' side and it requires a visit to the client where you find the problem is on their side, how do you consider such a complaint: a no-complaint?
David Levy: Thanks Tony and Simon
ion] Paul: How would you deal with consumers complaining just to get a rebate or free products ?
David Levy: Carlos, Iwould consuder it as unjustify complain
ion] Tricia Bartlett: Is it practical to seek to apply corrective action to individual low risk complaints as opposed to trends.
Kelly: We also categorize complaints as factory related or not factory controlled.
ray: is an initial; investigation necessary to determine if the complaint is authentic?
Carlos: @David and as such, statistically irrelevant, of course.
Carlos: Thank you.
Basavaraj: How do we prevents complaints converting in to regulatory action
Tricia Bartlett: Exactly Simon
paul: a cap in a beer bottle
ion] Myrto: How should we manage complaints related to the taste of the product? like personal choice: product too sweet, too much calories?
maria lynn yee francisco: sir isnt it food safety is also equivalent to quality?
David Levy: Carlos, you should take it as an opprtunity to improve communication with your customer and benefit more trust from his side
ion] ray: Is an initial investigation necessary to determine if the complaint is authentic?
Susil: Thank you for the presentation & Q&A
Carlos: @Davy Levy, specially if you manage to teach them how to correctly analyse / measure the disputed parameter / value :-)
waiman: Thanks for today's talk
Shellie: thank you - very informative. Have a great day
maria lynn yee francisco: thanks a lot simon
Basavaraj: Sure there are no complaints - it is excellent
tania: thanks both
Mark N: here here!
Chris: thank you .this was my first time very goog
joe vella: very informative. Thanks
Pablo: Very interesting, thank you very much
Paul: Thank you Tony
Rashmi: Thanks Both
maria lynn yee francisco: thank you for a very informative presentation tony