Procedure for dealing with customer’s complaint
Procedure for dealing with customer’s complaint
1. PURPOSE:
The purpose of this procedure is to make plan to consider the current and future supply in order to satisfy the demand and expectation of customers as well as of concerning parties.
2. SCOPE:
This procedure applies to the customer’s complaint about the Quality System of the company.
3. DEFINITION:
3.1. The terms used in this procedure are suitable with standard ISO 9001:2000.
3.2. Customer’s satisfaction: the feeling of customer toward the product or service they’re supplied with.
3.3. Customer’s complaint: common indicators of customer’s low satisfaction. However no complaint doesn’t mean the customers are highly satisfied
3.4. Abbreviation:
Document Management Procedure: DMP
4. PROCEDURE FOR DEALING WITH CUSTOMER’S COMPLAINT:
PROCEDURE NARRATIVE
1. Customer’s opinion:
1.1. After receiving customer’s opinion and complaint during the sales, service providing or consuming… The sales employee writes them down and makes record fully. In case the information is from other divisions then it must be forwarded to the sales division.
1.2. After writing down all information, the head of sales division will distribute it to the authorized division to solve.
1.3. Authority to solve the customer’s complaint:
You should create a table with columns are elements below and top rows are departments. Then, you identify responsibilities of each dept base on standard of main/sub.
a> Elements
• Price
• Product Quality
• Payment
• Dept
• Preference policy
• Employee’s attitude to service
• Intake and delivery (time, place, quantity)
• The accuracy of information when working with customers
• Company’s late notice
• Suggestion about Product quality
• Products’ appearance
b> Departments:
• Board of director
• Sales and marketing
• Export and import
• Technology
• Finance
• Administration
• QA dept
• Factory
1.4. After having solution, the authorized level will send it to the related level to execute and examine if the solution satisfies the customer or not, record and report to the general Director. If the customer doesn’t agree, write down in new note along with old one, then repeat step 1.3 and 1.4.
1.5. If the customer’s complaint relates to the correction and prevention procedure, the relevant manger or higher senior issues CAR note and executes as mentioned in the procedure for correcting and preventing.
1.6. All customers’ complaint and solution to them are being supervised in the customer’s complaint supervising note, form No: 0124.
2. Collect customer’s opinion:
2.1. Sales department will perform this as form No: 0125 periodically every 6 months.
2.2. After each collecting, the salesman will summarize the opinions as form No: 0126 as well as create Pareto Chart, then send to the General Director and related managers.
2.3. Based on this information, corrective and preventative actions will be recommended and performed as mentioned in the relevant procedure.
Note: All customer’ complaint will be presented and examined in the board meeting.
5. REFERENCE DOCUMENT:
• Quality handbook
6. APPENDIX:
• Customer’s opinion supervising notebook No: 0124
• Customer’s feedback collecting sheet No: 0125
• Summary of customer’s feedback No: 0126
Related ISO documents:
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on Wednesday, November 11th, 2009 at 4:17 am and is filed under Iso 9001 procedures.
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