Hello,

I am currently working on a SOP defining how to handle customer complaints during development phase.
At this stage, we design a product and produce "prototype" parts to validate the design (not the production process yet). These parts are not marketable. During this phase, we can deliver a small quantity of parts to our customer for his own testing.

I am looking for a way to record all customer complaints/dissatisfactions. First idea was to join, for each product delivery, a template to the customer in case he has concerns with the delivery. But during development phase, this "solution" would not cover all potential dissatisfactions like e.g. dissatisfaction with regard to the planning, documentation and support provided, etc.

Within the project, several people may be in contact with the customer (Technical people, Quality, Project Manager, Sales, Marketing, etc.). That means that several people can receive an e-mail or a phone call from a dissatisfied customer.
Second idea was then to give access to customer to a kind of "complaint form" he could access via our internet site, to ensure that all complaints are addressed to only one person but customer may not wish to connect on this website each time he could be dissatisfied!

To sum up, my need is to find a way to receive all customer dissatisfactions related to development of a product. Our reference standards/regulations are ISO 9001, ISO 15378, ISO 13485 & 21CFR820.
Thanks!

Hello,

I am currently working on a SOP defining how to handle customer complaints during development phase.
At this stage, we design a product and produce "prototype" parts to validate the design (not the production process yet). These parts are not marketable. During this phase, we can deliver a small quantity of parts to our customer for his own testing.

I am looking for a way to record all customer complaints/dissatisfactions. First idea was to join, for each product delivery, a template to the customer in case he has concerns with the delivery. But during development phase, this "solution" would not cover all potential dissatisfactions like e.g. dissatisfaction with regard to the planning, documentation and support provided, etc.

Within the project, several people may be in contact with the customer (Technical people, Quality, Project Manager, Sales, Marketing, etc.). That means that several people can receive an e-mail or a phone call from a dissatisfied customer.
Second idea was then to give access to customer to a kind of "complaint form" he could access via our internet site, to ensure that all complaints are addressed to only one person but customer may not wish to connect on this website each time he could be dissatisfied!

To sum up, my need is to find a way to receive all customer dissatisfactions related to development of a product. Our reference standards/regulations are ISO 9001, ISO 15378, ISO 13485 & 21CFR820.
Thanks!

Welcome to The Cove Forums! :bigwave::bigwave:

Because you're still in the development phase and specific requirements may still being worked on,
why don't you call this simply: "Customer Feedback?"

Stijloor.

Because you're still in the development phase and specific requirements may still being worked on, why don't you call this simply: "Customer Feedback?"

Exactly! How you collect and record these feedbacks is up to you but these valuable information should go back as design input for the next design cycle.

Hello,

I am currently working on a SOP defining how to handle customer complaints during development phase.
At this stage, we design a product and produce "prototype" parts to validate the design (not the production process yet). These parts are not marketable. During this phase, we can deliver a small quantity of parts to our customer for his own testing.

I am looking for a way to record all customer complaints/dissatisfactions. First idea was to join, for each product delivery, a template to the customer in case he has concerns with the delivery. But during development phase, this "solution" would not cover all potential dissatisfactions like e.g. dissatisfaction with regard to the planning, documentation and support provided, etc.

Within the project, several people may be in contact with the customer (Technical people, Quality, Project Manager, Sales, Marketing, etc.). That means that several people can receive an e-mail or a phone call from a dissatisfied customer.
Second idea was then to give access to customer to a kind of "complaint form" he could access via our internet site, to ensure that all complaints are addressed to only one person but customer may not wish to connect on this website each time he could be dissatisfied!

To sum up, my need is to find a way to receive all customer dissatisfactions related to development of a product. Our reference standards/regulations are ISO 9001, ISO 15378, ISO 13485 & 21CFR820.
Thanks!

I think you need to categorize the different types of feedback first. Issues related directly to the product in development shouldn't be going to a customer service person who's used to dealing with delivery issues. You need to develop a single point of contact for each type of issue, and control the way that issues are documented (using a controlled form, for example). If a customer calls a sales person and complains about a specific issue with the problem, the sales person should transfer the call to the person who can actually address the issue and record it properly. Your customer(s) should be given the contact information for each type of issue--pricing questions go to sales, product questions go to engineering, etc.