Complaint Policy and SOP

Hi

I am an experienced Customer Relations Manager, but new to the food manufacturing industry. I am wanting to create a Policy and an SOP for our complaints. I am aware of how my process will look. but to be honest I am against the clock for various reasons, and was hoping for a headstart.

Any help anyone can provide will be gratefully received....

Thanks

Do you have a standard against which you will be audited? BRC, SQF?

Not at this stage - I want to work towards ISO 10002 certification, so want to mould the process to these requirements at this stage.

I don't anything special in the process of handling customer complaints in food industry except when it comes to real quality of the product. But this can be solved with technical managers, HACCP team etc.,

Dear Grimois,

(sounds like something out of Harry Potter ?   )

The final policy issue IMEX is typically a Company decision. Often a result of bitter experiences.

These previous threads may give you some idea as to typical context -

http://www.ifsqn.com...indpost&p=60327

http://www.ifsqn.com...indpost&p=57888

And as per previous post, the specific inclusions may well relate to any particular Food Standard, especially where due diligence is immediately involved like the UK.

Rgds / Charles.C

Dear grimois,

2, more directly targetted, previous responses to yr query -

http://www.ifsqn.com...indpost&p=37457

http://www.ifsqn.com...findpost&p=7409

Rgds / Charles.C

Grimois,

Good afternoon, I would start with a log book to archieve the complaints. Believe me, I can't count how many customers complain about something which I have previously worked on and was able to quickly reply with a corrective action. That is, you will only have so many types of complaints on food products. Most complaints that I have had in my line of work, dry spice blends and flour based chicken breaders, corn dog mixes, funnel cakes etc, have been concerning consistency of color and flavor. Oh yea, the occasional bug in product and the dreaded "foreign material" to a lesser degree have occured. I always investigate to determine the cause of complaints as they can lead to corrective action caused by system failures which, in the end, make for a safer product. I always fill out a complaint form with: date, customer name, phone number, product name and code, LOT NUMBER, how many cases/bags, production date, total cases/bags produced, date shipped, nature of the complaint, result of investigation and the resolution.Next, pull all production records relating to the lot number and product code (this is especially important in the event of a recall) including; lab analysis perfomed, BOLs, shipping/receiving records and batch sheets. If no internal issues are found, try to get an unopened bag/case of the product in question and discuss you findings with your production manager or HACCP team to arrive at a resolution to the issue at hand.

Good Luck,

Taste Maker

QA Manager

Taste Maker Foods, LLC  CUSTOMER COMPLAINT FORM.doc   23.5KB   397 downloads