| 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 |
