How to treat a customer complaint

[sunrizenew]

Dear friends

for a training services provider we have two separate procedures:

1. control of non conforming services procedure which contain a non conforming services report

2. CAR procedure (to issue non conformity including complaint and take corrective action when needed)

but in our daily work, when we receiving a complaint from the client we treat it by filling the non conforming services report related to clause 8.7 and if there is a need for a CAR then we issue a CAR form

is this correct ?

 

[tony s]

If your organization delivered a nonconforming service it is just proper to deal with it using 8.7. If the nonconforming service resulted to customer complaint then you can extend the implementation of 8.7 to include 10.2.1a nos. 1 and 2 (i.e. "react to the nonconformity and, as applicable: 1) take action to control and correct it; 2) deal with the consequences").

The "need" for initiating corrective action should be established after going through 10.2.1b. Not all nonconforming services that resulted to customer complaints necessitate corrective action.

A pizza parlor doesn't bother to implement corrective action/s when they deliver late pizzas. They only need to adhere to their policy "If it's late, it's free".

 

[sunrizenew]

If the nonconforming service resulted to customer complaint then you can extend the implementation of 8.7 to include 10.2.1a nos. 1 and 2 (i.e. "react to the nonconformity and, as applicable: 1) take action to control and correct it; 2) deal with the consequences").

we have two forms,
1. one for non comforting services report and in this form (we analysis of root cause and take action required "correction or segregation, or need for corrective action)

2. the second one are CAR form, to initiate a non conformity and correction and determine the need for corrective action

each two forms state the required in each clause

as per your answer if we have a complaint we should to use the two forms or we can merge them in one form ?

my confusion is to initiate the non conformity by which clause 8.7 or 10.2.1?

 

[sunrizenew]

let me phrase my question again

if we have a customer complaint regarding non conforming services

the NCR initiated based on 8.7 or 10.21 ?

 

[Johnnymo62]

I think 8.7 deals with nonconformances discovered internally and 10.2.1 deals with customer complaints.

 

[indubioush]

let me phrase my question again

if we have a customer complaint regarding non conforming services

the NCR initiated based on 8.7 or 10.21 ?

You need to be compliant to both sections.

I think 8.7 deals with nonconformances discovered internally

No, it includes nonconforming outputs detected after delivery or provision of service.

 

[tony s]

we have two forms,
1. one for non comforting services report and in this form (we analysis of root cause and take action required "correction or segregation, or need for corrective action)

2. the second one are CAR form, to initiate a non conformity and correction and determine the need for corrective action

Instead of worrying what form to use, evaluate whether a problem needs only correction or needs further corrective action. Correction is required by 8.7 and 10.2.1a. If you think there is a need to prevent the recurrence of the problem, then you will need to proceed to 10.2.1b.

For a training service provider, you may opt to use a single form to address nonconforming services and nonconformities. You can devise a form (e.g. Correction/Corrective Action Request) where correction, or other disposition for a nonconforming service or nonconformity, is recorded on the initial section of the form. If your organization deem that action to prevent recurrence is necessary, then a decision field can be placed in the middle of the form. The decision section will usually have checkboxes of the criteria to assist in deciding whether corrective action is needed. If the criteria to initiate corrective action are satisfied, then the subsequent section for recording corrective action should be accomplished.

 

[Johnnymo62]

You need to be compliant to both sections.


No, it includes nonconforming outputs detected after delivery or provision of service.

I think in the context of the first 2 paragraphs of 8.7.1, this is still talking about controlling nonconformances found at the production output.

Like telling the customer you may have been making nonconforming product for months because your end of line tester wasn't working correctly.