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Customer Complaints- Closing of Corrective Actions


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#1 Sales@NPI

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Posted 22 August 2019 - 12:54 AM

Hello! Good day! I am from a manufacturer of food ingredients and colorants. As new to this field (Sales-specifically handling complaints), i would like to learn more of how to close complaints. (Also how to encourage co-employees to properly provide answers for Corrective Actions). I am mostly struggling on closing CARs where the process owner issued SCAR to Supplier. Should I wait for the SCAR to be closed before I can close my issued CAR to co-employee or can I close the CAR upon co-employees' issuance of SCAR to Supplier?

Thank you!



#2 Dr.Khan

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Posted 22 August 2019 - 07:38 AM

Hi Jhoanagalan

 

The process of closing CAR and SCAR is simple. To get to the bottom of the issue raised in the CAR and  we ask a simple question   6 times "Why thas happens?{" and write down the answer. This is called route cause analysis in its simplest form.

 

The last answer should provide an understanding that why this issue has happened . Based on this finding one can formulate an effective corrective action. In formulating corrective action you should work with relevant co-worker/s to ensure what u r proposing it is viable and can be implemented with out any major change/s in the process and possibly without any financial out lay.

 

In closing the CAR write down the corrective action taken. Ensure that you monitor the effectiveness of the corrective action over time.

 

To encourage your co-worker to provide you relevant information I suggest that held a training section and provide examples of customer complaints which were used to make the process more effective and making co-worker job/s easier

 

Kind regards

Dr Humaid Khan

Managing Director

Halal International services Australia 



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#3 QAGB

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Posted 22 August 2019 - 12:50 PM

Hello! Good day! I am from a manufacturer of food ingredients and colorants. As new to this field (Sales-specifically handling complaints), i would like to learn more of how to close complaints. (Also how to encourage co-employees to properly provide answers for Corrective Actions). I am mostly struggling on closing CARs where the process owner issued SCAR to Supplier. Should I wait for the SCAR to be closed before I can close my issued CAR to co-employee or can I close the CAR upon co-employees' issuance of SCAR to Supplier?

Thank you!

 

Technically your CAR cannot be completely closed until the SCAR has been closed. You can record time of investigation on your end (how long it took for you to gather the evidence needed to show the issue was caused by the supplier), and then you can log the supplier's time of investigation and closure as well. 

 

Sometimes you may have to ask more questions about their preventive & corrective actions, and you may need evidence to verify the corrective actions. SCARs can be harder to close; and often can take a while to get necessary responses.






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