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

Hi

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

Much appreciated

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

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]

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: