Corrective and Preventive Action Procedure for Customer Service

[biboy2012]

I have attached a draft of flowchart specific to Customer Service Corrective/Preventive Action Procedure and hoping to see some of your comments.

Our management system is not based on ISO 9001, but I hope that this procedure might work for us. Customer Service department will be the pilot. Eventually, I will expand said procedure to cover all aspects of company operations.

Please check the flow and level of details against ISO 9001 requirement. My objective is to review the causes of our services that have resulted in customer complaint or dissastisfaction, and provides plan to prevent those causes in he futire.

So, what are your thoughts, comments, criticism?

Thanks in advance.

 

[qusys]

I have attached a draft of flowchart specific to Customer Service Corrective/Preventive Action Procedure and hoping to see some of your comments.

Our management system is not based on ISO 9001, but I hope that this procedure might work for us. Customer Service department will be the pilot. Eventually, I will expand said procedure to cover all aspects of company operations.

Please check the flow and level of details against ISO 9001 requirement. My objective is to review the causes of our services that have resulted in customer complaint or dissastisfaction, and provides plan to prevent those causes in he futire.

So, what are your thoughts, comments, criticism?

Thanks in advance.

Some feedback at first glance:
-I do not understand why “valid compliant?” comes after the box to determine root cause
- I suggest that well established authorities and responsibilities are set ( one role , not two or three roles)
- you did not indicate any reference to “containment action”
- it is not indicated the method to verify the effectiveness of the corrective action
- how long is “appropriate time frame”? Who decides it?
- you say that this also includes “preventive actions”, but I do not see anything about that. Remember
That preventive action concerns with “potential” non conformity
-Also suggested to link the “root cause analysis procedure”
-I do not see anything about the records for this activity
-I do not see anything about feedback in input to mgmt review
Hope this helps

 

[biboy2012]

Some feedback at first glance:
-I do not understand why “valid compliant?” comes after the box to determine root cause

Agree with your observation.

- I suggest that well established authorities and responsibilities are set ( one role , not two or three roles)

I will include the foillowing in the "Responsibility" section of the procedure:

All Employees areresponsible for understanding and following this procedure if customer compliant takes place.

All Supervisors areresponsible for assuring adherence to this procedure.
The Department Head isresponsible for ensuring this document is necessary, reflects actual practice, and supports corporate policy.

- you did not indicate any reference to “containment action”

What do you mean by a "containment action"? Please give an example.

- it is not indicated the method to verify the effectiveness of the corrective action

No method yet. Perhaps either through monitoring of the supervisor or manager.

- how long is “appropriate time frame”? Who decides it?

Customer Service Department has a masterllist of complaints with corressponding Turn-Around Time based on SLA.

- you say that this also includes “preventive actions”, but I do not see anything about that. Remember
That preventive action concerns with “potential” non conformity

You are right. I will follow your advice by including/integrating preventive action in the flow.

-Also suggested to link the “root cause analysis procedure”

Is root cause analysis a separate procedure? By the term "link", do you mean I should refer to Root Cause Analysis Procedure
once I reached th task/step relataed to determination of root cause?

-I do not see anything about the records for this activity

I don't want to over burden the customer service representatives by requiring them to fill-up a Corrective/Preventive Action Report. I will try to discuss this with our IT if they can add recording root cause, corrective action, and follow-up results into the system/software.

-I do not see anything about feedback in input to mgmt review
Hope this helps

They can put together all records of corrective action to management.

 

[qusys]

Agree with your observation.

I will include the foillowing in the "Responsibility" section of the procedure:

All Employees areresponsible for understanding and following this procedure if customer compliant takes place.

All Supervisors areresponsible for assuring adherence to this procedure.
The Department Head isresponsible for ensuring this document is necessary, reflects actual practice, and supports corporate policy.

What do you mean by a "containment action"? Please give an example.

[/B]No method yet. Perhaps either through monitoring of the supervisor or manager.


Customer Service Department has a masterllist of complaints with corressponding Turn-Around Time based on SLA.


You are right. I will follow your advice by including/integrating preventive action in the flow.


Is root cause analysis a separate procedure? By the term "link", do you mean I should refer to Root Cause Analysis Procedure
once I reached th task/step relataed to determination of root cause?


I don't want to over burden the customer service representatives by requiring them to fill-up a Corrective/Preventive Action Report. I will try to discuss this with our IT if they can add recording root cause, corrective action, and follow-up results into the system/software.

They can put together all records of corrective action to management.

You can find the definition of contaiment action and corrective action in ISO 9000. Briefly,the containment is an immediate action to stop immediately the issue preserving the customer to receive non conforming product. The containment does not fix the root cause of the problem, while the corrective action is aimed to address root cause to avoid the recurrence of the problem identified.
Hope this helps.

 

[biboy2012]

Looking for suggestions/comments about the following narrative procedure and attached flowchart revised from its original draft taking into consideration qusys helpful feedback.

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Scope

This procedure covers the process for initiating, requessting, implementing, and verifying effectivenss of corrective and preventive actions, and applies to preventing and correcting noncompliance related to customer complaint, products (e.g. home, condos/condohotel, mid-rise buildings, townships, country clubs, residential resort communities, etc), materials, any deviations from objectives and targets, procedures, and actual individual or group outputs.

Policy

1.Corrective actions shall be issued for chronic customer complaints (can be product, process or quality system)
2. Corrective Action shall be determined by the Department Head or Supervisor or any person’s from the area the Corrective/Preventive Action Report affects.

Responsibility

The All Employees are responsible for following this procedure once noncompliance and potential problem was detected.

Supervisors and Department Heads are responsible for ensuring that this procedure is followed for all corrective and preventive actions.

Distribution

All Departments

Ownership

The Department Head isresponsible for ensuring this document is necessary, reflects actual practice, and supports corporate policy.

Activity Preface

These tasks are performed whenever a problem (e.g. chronic customer complaint, deviation to a procedure, etc) takes place.


Concerned Department

1. Receive customer complaint escalated by Customer Service Representative (or identify potential problem).

If Valid complaint? (or potential problem?), goto task #2. Otherwise, goto task #6.

2. Determine and document root cause; and evaluates feasibility based on magnitude of problem and risk involved. (Refer to Root Cause Analysis Procedure)

3. Implements Corrective Action.

4. Department Head/Supervisor (or QA?) monitors the progress, verifies effectiveness of corrective action within an appropriate Turn-Around Time and document the same. (Refer to: Severity Level and Turn-Around Time Determination Worksheet)

If Effective?, goto task #5. Otherwise, goto task #2.

5. Inform Customer Service Representative on the resolution made.

End of activity.

6. Advice Customer Service Representative and document results for trend analysis.

End of activity.

 

[qusys]

Looking for suggestions/comments about the following narrative procedure and attached flowchart revised from its original draft taking into consideration qusys helpful feedback.

-----

Scope

This procedure covers the process for initiating, requessting, implementing, and verifying effectivenss of corrective and preventive actions, and applies to preventing and correcting noncompliance related to customer complaint, products (e.g. home, condos/condohotel, mid-rise buildings, townships, country clubs, residential resort communities, etc), materials, any deviations from objectives and targets, procedures, and actual individual or group outputs.

Policy



1.Corrective actions shall be issued for chronic customer complaints (can be product, process or quality system)
2. Corrective Action shall be determined by the Department Head or Supervisor or any person’s from the area the Corrective/Preventive Action Report affects.

Responsibility

The All Employees are responsible for following this procedure once noncompliance and potential problem was detected.

Supervisors and Department Heads are responsible for ensuring that this procedure is followed for all corrective and preventive actions.

Distribution

All Departments

Ownership

The Department Head isresponsible for ensuring this document is necessary, reflects actual practice, and supports corporate policy.

Activity Preface

These tasks are performed whenever a problem (e.g. chronic customer complaint, deviation to a procedure, etc) takes place.


Concerned Department

1. Receive customer complaint escalated by Customer Service Representative (or identify potential problem).

If Valid complaint? (or potential problem?), goto task #2. Otherwise, goto task #6.

2. Determine and document root cause; and evaluates feasibility based on magnitude of problem and risk involved. (Refer to Root Cause Analysis Procedure)

3. Implements Corrective Action.

4. Department Head/Supervisor (or QA?) monitors the progress, verifies effectiveness of corrective action within an appropriate Turn-Around Time and document the same. (Refer to: Severity Level and Turn-Around Time Determination Worksheet)

If Effective?, goto task #5. Otherwise, goto task #2.

5. Inform Customer Service Representative on the resolution made.

End of activity.

6. Advice Customer Service Representative and document results for trend analysis.

End of activity.

Hi ,
I have seen at first glance.
My advice is to share the procedure within the process owners and who shall apply it within your organization.
I think you can start from putting in place the process for corrective and preventive action and then documenting it.
You can apply several technicques, for example BPM depicting the activity " as-is" and then go versus "should be".
Try to get consensus among the stakeholders.
I think you are on the right way