I'm dreading the response to my questions in this post.

This nonconformity was issued by a 3rd party auditor during an assessment at one of our associated plants.

It was issued against TS 16949 clause 8.2.3

Statement of nonconformity
The process of monitoring and measurement of the customer complaint process isn't being monitored.

Evidence
The process of monitoring and measurement of the customer complaint process isn't being monitored.

(Yes the evidence statement is the same as the nonconformity statement.)

So, we have an effective process for dealing with customer complaints. We monitor the effectiveness of the complaint process but we do not monitor the effectiveness of the monitoring process. (Actually, I think we do and it's called management review but thats another argument).

Would we also be required to monitor the effectiveness for the process for monitoring the effectiveness of the process for monitoring the effectiveness of the process?

Who should be in the asylum, me or the auditor?

So, we have an effective process for dealing with customer complaints. We monitor the effectiveness of the complaint process but we do not monitor the effectiveness of the monitoring process. (Actually, I think we do and it's called management review but thats another argument).

Would we also be required to monitor the effectiveness for the process for monitoring the effectiveness of the process for monitoring the effectiveness of the process?

Who should be in the asylum, me or the auditor?


:lmao: Your auditor!!

(As long as its in your management review!)

Who should be in the asylum, me or the auditor?

At first glance, the auditor should be confined.

But, if you accepted the nc without reading it, you may have to join him.:(

The auditor!

What the heck are they thinking/dreaming/smoking when they come up with this stuff?

My friend encountered similar nc about "effectiveness".

The auditor also did not write down exact evidence of ineffectiveness but simply said it was not effective. My friend uses 4 samples per subgroup to plot their X Bar R Chart, the auditor said must be 5!

Tyker, did you feedback to the auditor's management?

Tyker, did you feedback to the auditor's management?

I certainly did.

So far the response has been vague stuff along the lines of "its difficult to comment when we weren't there" but that's not good enough for me so this and other issues are being pursued.

I would always encourage organizations to let certification bodies know when their service is perceived to fall short. Like all suppliers, the best will respond positively.

I certainly did.

So far the response has been vague stuff along the lines of "its difficult to comment when we weren't there" but that's not good enough for me so this and other issues are being pursued.

That comment speaks volumes about their understanding of the purpose of an audit report! The alarm bells should be sounding!

Surely, if the CB Management can't determine - from what's reported - what the situation is, you'd think they would question the validity of the audit and the competency of the auditor.

Right now, I'd be reaching for my copy of "The Observers Book of Certification Bodies", to start looking up the next one.......

Certainly, the nc statement reflects competence of the auditors.

Incompetent CB auditors not only cause trouble to the auditee but badly affect the intent of certification to ISO Standards.

Reply by the Management has reflected their "competence" level too.

:(