Internal form we use to handle Customer Complaints - To control or not to control

[Dean Frederickson]

I hope this is in the right forum. We have a internal form we use to handle customer complaints, it has rework procedure, root cause, corrective action, and follow up. My question is does this need to be a controlled document? It also contains customer info, part info, cost of part, problem code.

[ScottK]

Originally Posted by Dean Frederickson

I hope this is in the right forum. We have a internal form we use to handle customer complaints, it has rework procedure, root cause, corrective action, and follow up. My question is does this need to be a controlled document? It also contains customer info, part info, cost of part, problem code.

IF there is a procedure calling for this form and the form is used in your continual improvement processes (customer feedback) then it should be a quality record.
Thus I would control both the form (document control) and the completed quality record (control of records).

[Teri]

I would say absolutely. As a document how do you know it is the latest and greatest? Once it is completed (i am assuming you are filling out this form), then it becomes a record and should be treated as such.

[fuzzy]

Originally Posted by Dean Frederickson

I hope this is in the right forum. We have a internal form we use to handle customer complaints, it has rework procedure, root cause, corrective action, and follow up. My question is does this need to be a controlled document? It also contains customer info, part info, cost of part, problem code.

Are you in an ISO or other formal QMS-type system? If so, then Discordian has given the very clear and crisp advice you need. If not, then you can decide whether formally controlling the format and content of these complaints is valuable to your organization. A collection of Post-it Notes may also work for you ...with the limited preface presented I dunno for sure.

[vanputten]

Forms can direct behavior. If there are key data points you want collected for customer complaints, then I think you would want the form to be controlled.

Otherwise, you could cross your fingers and hope that the key data is collected every time and possibly on many different versions of the form.

Also, it is nice to be able to look at a specific location on every completed form for the same type of data.

Regards,

Dirk

[EtobiLad]

Hey Dean,

Anything as a document and records produced must be controlled. Granted these are stated in your procedure under document and data control.
Anyway all customer complains need 8D process anyway, so I say a definite yepper

[vanputten]

I disagree with both of the following statements:

1. Anything as a document and records produced must be controlled.

2. Anyway all customer complains need 8D process anyway, so I say a definite yepper

Note that this thread was not related to any specific industry or standard. Even if this thread were posted in the TS 16949 forum, I would disagree.

Every single document produced must be controlled? What is the control mechanism (possibly revision letter and date of release) of your Internal Memo form? How about the Vacation Request form? Fax template form?

Also, "8D" isn't listed in ISO 9001 or TS 16949. All customer complaints do NOT require an 8D. Since this is a general question, no corrective action is *required* for a complaint.

Regards,

Dirk