|
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 Customer Service Representative all information. |
Customer
Complaint Report (CCR) relayed to Customer Service Representative
|
| 2 |
Customer Service
Representative |
Upon
receiving CCR |
CCR;
company records for needed details |
Enter Customer
Complaint information and details into Customer Service Request (CSR)
system in M2M,
E-mail CCR
and CSR Number
to President,
CEO, VP-Quality & Engineering,
and Quality Assurance
Manager. As deemed appropriate, halt any action on affected open orders,
die sinking, machining, shipping, etc.; notify appropriate department
managers (or other personnel) of CCR and any action taken. Pass info to
outside sales personnel as believed to be appropriate.
|
CSR is initiated; CCR is communicated to management |
|
3 |
Quality
Assurance Manager |
After
Receipt
of CCR and CSR information. |
CCR
and CSR Information |
Review CCR and CSR for required corrective
action and forward back to President for possible entry into the Corrective Action
Report system per TOP-CARRR; Present CCR at Morning Operations Meeting;including any initial actions or investigation results; solicit ideas and explanations from attendees. Notify Customer of corrective action being taken and issue
Return Material Authorization number (RMA) if appropriate. |
Complaint addressed by management; Customer notified and RMA issued if appropriate |
|
4 |
President |
After receipt of
CCR |
CCR; CSR |
Where
deem appropriate, submit CCR to the Corrective Action Report system per
TOP-CARRR. |
CCR
becomes a CAR |
|
5 |
Quality
Assurance Manager |
After initial
investigation and management inputs |
Information
received; personal judgment. |
Determine if
appropriate initial corrective action has been taken; when satisfied inform Sales
Operations Manager to reactivate affected open orders. |
Corrective action monitored and normal operations resumed when possible |
|
6 |
Sales Operation Manager |
Upon
receiving feedback |
Feedback;
personal judgment |
When required,
reactivate affected open orders, taking action to re-schedule, 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 |
