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Efficiently documenting Holds, Non-Conformances, Customer Complaints

hold nonconformance customer complaint document

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#1 svnh.bell


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Posted 31 October 2018 - 01:20 PM

Hi all, looking for opinions on how to efficiently document and track the various types on non-conformances that pop up. 


I currently have separate programs/SOPs for: 

- Customer Complaints

- Hold & Release

- Corrective Action Program 


I'm trying to determine the best way to track the documentation needed for these requirements. Currently, the Hold program and the Customer COmplaint program both have individual documents to outline the details -- but also link to a Non-Conformance Report. Each document is numbered (Hold 18-001, NCR 18-002, CC 18-001, etc.) It's just quite a bit to track in separate files and link and so on. 


I'm interested to hear some ideas of how others manage these programs, if they are kept completely separate, and any other tips to make this manageable and efficient, while impactful. 


Thank you! 

#2 sqflady


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Posted 31 October 2018 - 04:51 PM

Hello!  We use a Hold Log, CAPA Log (for all NCs) and a Complaint Log to keep track of each of the three items you described above.  



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Posted 31 October 2018 - 06:44 PM

IMO: You can include all these programs under your Quality Management Policy (if you have one already in place). It just makes it easier to have most (not all) of the standard operation programs and policies under one Umbrella program/document.


However, individual logs will still be needed to report/record any complaints, CAR and Hold/Release.

#4 mgourley


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Posted 31 October 2018 - 08:23 PM

You can certainly do all of this if you are fairly proficient in Excel.


It's important to understand that most GFSI audit schemes require that you "trend" some of these things to ensure your process or product is not getting out of control.
In the absence of a "software package" that will do that for you, Excel is probably the best solution.

Even if you are not audited against a GFSI scheme, you should do trending. Otherwise it's just a bunch of data (or pieces of paper) that do you no good.


If you currently do, or choose to do the Excel route, you need to ensure that your "reasons" for nonconformance are standardized. Otherwise it's all a waste of time.
"Too big" and "Out of Spec" may seem like the same thing to the person entering the data, but to an Excel spreadsheet they are two totally different things.



Edited by mgourley, 31 October 2018 - 08:36 PM.

#5 Lachelle_dots


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Posted 20 November 2018 - 05:35 PM

What does your trending Worksheet Look like?

#6 Jim E.

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Posted 28 November 2018 - 07:29 PM

I think it all depends on what you want to track and trend.  We built a pivot table then made trend charts of the table.  We track and trend complaints by customer, complaint issues and type of complaint (quality, FM and packaging).  It is fun stuff but still learning how to build.  We have also built tracking for in house FM investigations and hold and release.

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