|
STEP |
WHO |
WHEN |
INFO TO USE |
WHAT TO DO |
RESULTS |
| 1 |
Anyone
receiving customer complaint |
As receives complaint |
Customer complaint (typically telephone call, fax or letter); possibly
company records for needed details |
Get details from customer as clearly as possible, asking for diagrams,
samples and the like if possible; e-mail
Sales Operations Manager |
Customer Complaint Report (CCR) relayed to
Sales Operations Manager |
| 2 |
Sales Operations Manager |
Upon
receiving CCR |
CCR;
company records for needed details |
E-mail CCR to President, CEO, and VP-Quality & Engineering; present CCR to Morning Meeting; get ideas and explanations from
attendees |
CCR
is reviewed |
| 3 |
Sales Operations Manager |
After Morning Operations Meeting
review |
CCR;
ideas and explanations from attendees |
As
deem appropriate, halt any action on effected open orders, die sinking,
machining, shipping, etc.;
notify appropriate department managers (or other personnel) of CCR and any
action taken; request feedback on action to be taken; pass info to outside
sales personnel as believed to be appropriate |
Department
managers (other personnel) notified of CCR and action taken; feedback on
action to be taken is requested; outside sales personnel kept informed |
| 4 |
President |
As
receives CCR email |
CCR |
Where
deem appropriate, submit CCR to the Corrective Action Report system per
TOP-CARRR |
CCR
becomes a CAR |
| 5 |
Sales Operation Manager |
Upon
receiving feedback |
Feedback;
personal judgment |
Determine
if appropriate action has been taken; reactivate effected open orders, die
sinking, machining, shipping, etc.; notify customer of action taken; file
CCR; notify outside sales personnel |
CCR
closed and filed; halted actions are reactivated; customer notified of
action taken; outside sales personnel kept informed |
