Help establishing a good Customer Complaints Procedure?

[TheRyeMan689908]

My organisation has tasked me with setting up a Customer Complaints procedure. Currently we use Customer surveys to get feedback on complaints, which seem to produce gripes out of our control ie the length of SLA engineer visits. I need a way of attaining 'buy in' from current staff members who see the procedure as creating more work. Escalations are often undocumented. does any body have a process or roadmap on previous set ups of this requirement.

I think our main issues are : establishing a complaints policy which welcomes complaints and establishing a database that maximizes complaints capture

​

We are a 9001:2008 certified business, with a large Desktop IT/ instore EPOS support system.

 

[v9991]

nothing beats your own adaptation of requirements and system which suits your own environment.
but then there are regulatory requirements/references...
(especially for regulatory ...there's tracking and reporting requirements...little interrelated ones..)
Complaints (refer the templates at end of page)
http://www.fda.gov/medicaldevices/d...dicaldevicequalitysystemsmanual/ucm122686.htm

trending & reporting of AE
http://www.ghtf.org/documents/sg2/sg2_n36r7_2003_fd.pdf

hope this helps...

 

[Sidney Vianna]

does any body have a process or roadmap on previous set ups of this requirement.

In order to be effective, you need more than a procedure and/or a process. You need a system for customer satisfaction management. The ISO 10001, 10002, 10003 and 10004 Guidance documents are excellent documents that can assist you.

On the specific component of complaint handling processes, ISO 10002 is the right document for you to peruse. If you do a search here at The Cove for ISO 10002, you will find some material.

Good luck.

 

[harry]

ISO 10002