Non-conformance for Sales Department - Communication with Customer

[6thsense]

hie cove.

We had an ISO9001 audit and the auditors came up with this NC:
'There is no evidence that order changes are being communicated to the customer"
In our scenario we make drinks and order changes are communicated to the customer over the phone. I had suggested a log of these order changes. any ideas on how to rectify this NC.
thanx

[RLewing]

You probably have some internal document which is used to communicate the change to your "production" (or whatever you call the function) and/or to invoicing. I assume you save a copy at sales?

Why not add to that form a row "Change communicated to customer by ______ on _______ by ____________".
And when anybody calls, s/he writes "phone" "2008-07-11 at 13:37" and "His Name". If you want to be complete add a field for the customer's person.

Actually, shouldn't the change be agreed with the customer? ("communicated" -> "agreed with")

[harry]

Originally Posted by 6thsense

hie cove.

We had an ISO9001 audit and the auditors came up with this NC:
'There is no evidence that order changes are being communicated to the customer"
In our scenario we make drinks and order changes are communicated to the customer over the phone. I had suggested a log of these order changes. any ideas on how to rectify this NC.
thanx

This is part and parcel of good management practice. Those who had experienced the hassle of disputes of this nature will swear by the need to get customers confirmation - preferably in black and white.

Having said that, does your procedures say you need to do so?

[Stijloor]

Originally Posted by 6thsense

hie cove.

We had an ISO9001 audit and the auditors came up with this NC:
'There is no evidence that order changes are being communicated to the customer"
In our scenario we make drinks and order changes are communicated to the customer over the phone. I had suggested a log of these order changes. any ideas on how to rectify this NC.
thanx

My Fellow Covers RLewing and Harry provided excellent suggestions.

In addition, think about this: "In times of trouble, it's amazing how many folks suffer from amnesia."

So get it in writing. Simple keeping track (a log) of confirming emails could suffice.

Stijloor.

[RLewing]

Harry and Stijloor make good comments.

But sometimes it is impossible to get a customer to put anything on writing when they consider a matter is "trivial" - and after all - they are paying. Then you just consider, how much a potential complaint will cost you and select your system accordingly. Your logs should be enough for an auditor as long as you have considered it and have it in your quality system.

BTW, an auditor will not like if you present different people's "sent mail" boxes as a controlled record. You should have something more controlled, like printing the emails. Nowadays it is easy to print a pdf file and archive it electronically.

[Caster]

Originally Posted by RLewing

Harry and Stijloor make good comments.

Originally Posted by RLewing

But sometimes it is impossible to get a customer to put anything on writing when they consider a matter is "trivial" - and after all - they are paying. Then you just consider, how much a potential complaint will cost you and select your system accordingly. Your logs should be enough for an auditor as long as you have considered it and have it in your quality system.

A lot of people make use of an order confirmation when the customer won't respond. Just send a FAX or e-mail stating what the change was and that the order will proceed as indicated unless they tell you otherwise.

The last piece of paper on top of the pile - wins

[RLewing]

Originally Posted by Caster

Just send a FAX or e-mail ...
The last piece of paper on top of the pile - wins

I agree. However the OP stated that communication was done over phone. If that is the (only) agreed method, then you need your own log.

[Big Jim]

What element did he cite? 7.2.3?

I don't see a requirement that you missed.