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Does anybody have a procedure to cover complaints and product returns?


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#1 aps

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Posted 25 July 2016 - 09:31 PM

Hi

 

Does anybody have a procedure to cover complaints and product returns.

 

Much appreciated



#2 mzenas

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Posted 26 July 2016 - 01:29 PM

Hi

 

Does anybody have a procedure to cover complaints and product returns.

 

Much appreciated

 

I looked at mine but it was very company specific - more like an instruction.  This should be a pretty easy one to document though...

 

  1. Receive complaint
  2. Document complaint on tracking log
  3. Communicate to production and other interested parties
  4. Perform containment if applicable (at point of manufacture, WIP, finished goods, in transit, at customer)
  5. Request samples of defect if applicable
  6. Perform root cause analysis with applicable cross-functional team (determine true root cause by understanding how you can recreate the problem)
  7. Determine permanent corrective action
  8. Implement corrective action
  9. Verify/validate corrective action
  10. Communicate to customer the corrective action
  11. Revisit corrective action after 30/60 days
  12. Capture lessons learned and carry over corrective action to similar processes
  13. Save sample defects to re-train operators / train new operators


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#3 Charles.C

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Posted 26 July 2016 - 02:43 PM

Hi Pondo,

 

Thks for the thoughtful list.

 

I would suggest one addition to step 2-

 

2a. Decide whether the complaint is "visibly" "credible". [Bit like the "is there a significant hazard?" for starting the Codex Tree]


Kind Regards,

 

Charles.C


#4 mzenas

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Posted 26 July 2016 - 02:51 PM

Hi Pondo,

 

Thks for the thoughtful list.

 

I would suggest one addition to step 2-

 

2a. Decide whether the complaint is "visibly" "credible". [Bit like the "is there a significant hazard?" for starting the Codex Tree]

 

Right on.  Spending so many years in automotive...I honestly did not take Food Safety into consideration when I rattled those off.  :thumbup:






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