K
Ka Pilo
If not, please give example of a scenario that doesn’t require root cause analysis.
J
Jason PCSwitches
No. Not all complaints require an intensive investigation that utilizes resources that produce no added value. This should be outlined in your SOP's as far as how to classify severity. Sometimes people complain and you brush it off, after you review it of course and make a determination. Other times the complaint may be valid, if so take the appropriate steps, per your organizations procedures to analyze and address such complaints.
The end game is to live up to customer expectations and maintain the integrity of your product. Differences of opinion often arise, these details, though often not, should be worked out during contract review/negotiation. Regardless, the end game is to meet/exceed customer expectations, comply to regulatory requirements all while securing a profit.
The end game is to live up to customer expectations and maintain the integrity of your product. Differences of opinion often arise, these details, though often not, should be worked out during contract review/negotiation. Regardless, the end game is to meet/exceed customer expectations, comply to regulatory requirements all while securing a profit.
Also see: Is a Nonconformance Report required for every Customer Complaint?
If you do a Search here you will find there are quite a few existing threads in which this and tangential questions are discussed.
If you do a Search here you will find there are quite a few existing threads in which this and tangential questions are discussed.
S
silentrunning
If I had to write up a Root Cause and Corrective Action every time one of our customers complained about our prices I could wipe out the Rain Forrest. 
T
True Position
Here's that question being asked indirectly in IT form:
http://thedailywtf.com/Articles/Support-Should-Never-Be-Necessary.aspx
http://thedailywtf.com/Articles/Support-Should-Never-Be-Necessary.aspx
C
Chance
It depends. Before doing root cause analysis, you should know how to answer the following qeustions:
1. How often the problem happens? 4 times in one month, or 4 times in one year
2. How much is the cost of the damage? Is it worth of doing RCA?
3. How significant is the impact to company's business?
J
JustADude
No. Many times a customer complains when there is no nonconformance.
T
Tom W
If you are talking about from a quality system standpoint you need to address concerns to their appropriate magnitude - meaning you decide how important it is and if it needs actions.
From the voice of the customer point of view you need to satisfy your customer...if they are asking for root cause to be done and actions taken to eliminate the root causes then I know you know that answer to that. However, if they are just telling you as a heads up and do not expect a response or actions then your system should be able to direct you in the right direction.
It is important to understand which issues, that if left alone, could blow up into bigger ones. You do not want to fall into a situation where you have good initiative (to not invest resources to do the root cause and actions) but bad judgement (by letting it get out of hand because it was left alone).
Some would argue that every complaint needs addressed to some level; but the reality is it's a risk vs reward process that soemone needs to make a call on. Different issues demand different levels of investment to solve; the key is to establish a system that can handle the informational only concerns with minimal investment but solid understanding and also handle the in-depth investigations and corrections.
Ignoring the voice of the customer should never be a choice; but to what level you respond is dictated by the many factors that make up customer service, customer perception, and customer satisfaction.
General rule of thumb could be....IF IN DOUBT, FILL IT OUT and protect yourself and the customer.
From the voice of the customer point of view you need to satisfy your customer...if they are asking for root cause to be done and actions taken to eliminate the root causes then I know you know that answer to that. However, if they are just telling you as a heads up and do not expect a response or actions then your system should be able to direct you in the right direction.
It is important to understand which issues, that if left alone, could blow up into bigger ones. You do not want to fall into a situation where you have good initiative (to not invest resources to do the root cause and actions) but bad judgement (by letting it get out of hand because it was left alone).
Some would argue that every complaint needs addressed to some level; but the reality is it's a risk vs reward process that soemone needs to make a call on. Different issues demand different levels of investment to solve; the key is to establish a system that can handle the informational only concerns with minimal investment but solid understanding and also handle the in-depth investigations and corrections.
Ignoring the voice of the customer should never be a choice; but to what level you respond is dictated by the many factors that make up customer service, customer perception, and customer satisfaction.
General rule of thumb could be....IF IN DOUBT, FILL IT OUT and protect yourself and the customer.
sagai
Quite Involved in Discussions
In medical devices, I would mention 2 cases:
1., There is a rational why the complaint is not initiated automatically as a CAPA
2., There is only immediate correction required to eliminate the CAPA (from complaint) (can be very rare when only with a correction you can escape
)
br
Sz.
1., There is a rational why the complaint is not initiated automatically as a CAPA
2., There is only immediate correction required to eliminate the CAPA (from complaint) (can be very rare when only with a correction you can escape
)br
Sz.
K
Ka Pilo
Wise and insightful, exactly what I was aiming for, I liked it.
