Are customer-found nonconformances the same as customer complaints?

[RCW]

A question for a jury of my peers:

My company is currently getting nonconformance reports via email from one of our customers. (Not good, but that's another story). As of right now, these emails are going to the sales rep, who just forwards them on to me (your friendly neighborhood Quality Mgr.). The way things are going, these emails are just flying around and there is no tracking system in place (i.e. is it a valid nonconformance? do we have product on the floor with the same problem? and all those other fine non-con questions).

We have a procedure that sales is suppose to follow for recording customer complaints.

So the big question is, are customer-found nonconformances the same as customer complaints, especially if the customer forwards the nonconformance information to your company? (I do realize there are other forms of customer complaints. To my knowledge, these are being handled correctly.)

I am trying to resolve this because I'm sick and tired of emails just flying around with no method of tracking any resolution. I was trying to think of a method to handle the situation when it dawned on my that the customer complaint system could handle this, if this is truly applicable.

That's my (current) problem and I await your informative feedback.

 

[Al Rosen]

A question for a jury of my peers:

My company is currently getting nonconformance reports via email from one of our customers. (Not good, but that's another story). As of right now, these emails are going to the sales rep, who just forwards them on to me (your friendly neighborhood Quality Mgr.). The way things are going, these emails are just flying around and there is no tracking system in place (i.e. is it a valid nonconformance? do we have product on the floor with the same problem? and all those other fine non-con questions).

We have a procedure that sales is suppose to follow for recording customer complaints.

So the big question is, are customer-found nonconformances the same as customer complaints, especially if the customer forwards the nonconformance information to your company? (I do realize there are other forms of customer complaints. To my knowledge, these are being handled correctly.)

I am trying to resolve this because I'm sick and tired of emails just flying around with no method of tracking any resolution. I was trying to think of a method to handle the situation when it dawned on my that the customer complaint system could handle this, if this is truly applicable.

That's my (current) problem and I await your informative feedback.

IMO, yes these e-mails informing you of nonconformances are customer complaints. The question is, Are there other systems in place that handles the reported nonconformances? Is the effort being duplicated.

 

[RCW]

IMO, yes these e-mails informing you of nonconformances are customer complaints. The question is, Are there other systems in place that handles the reported nonconformances? Is the effort being duplicated.

Our nonconformance system handles internal nonconformance issues (those encountered up through the point of shipping). That's why I don't know into what camp this problem should be placed.

Also from what I can see, effort is not only not being duplilcated, most of these nonconformance issues are just being left in a corner to die.

 

[Al Rosen]

Our nonconformance system handles internal nonconformance issues (those encountered up through the point of shipping). That's why I don't know into what camp this problem should be placed.

Also from what I can see, effort is not only not being duplilcated, most of these nonconformance issues are just being left in a corner to die.

Definitely handle them as a customer complaint.

 

[Cari Spears]

Definitely handle them as a customer complaint.

I agree.

We also receive nonconforming information through emails; sometimes the Plant Manager receives it, sometimes Sales, sometimes our "Customer Service" people who quote and follow-up work in progress and are in constant communication with the customer, sometimes the QA Manager (me)...

Our group does a good job at making sure that if they receive correspondance, whether emailed or faxed or received with returned product, they forward it to the QA Manager immediately. I transfer the information onto our internal form and we proceed as usual with the review and investigation process.

 

[GoKats78]

These are definitely Customer Complaints and should generate Corrective Actions
We use an "form" to capture this information and enter it into our quality system.

 

[RCW]

Another thought that I want to throw out and make sure I'm on the same page.

Just because you receive a nonconformance notice from a customer doesn't necessarily mean that a corrective action needs to be issued.

Example:
Customer rejects a nonconforming panel - might or might not require a CAR.
Customer sends a nonconformance notice because the last 3 shipments of panels you made had nonconforming material - a very good candidate for a CAR.


I have had companies request CA for 1 failure out of multiple deliveries over several years. While the nonconformance shouldn't be dismissed, if there is no history or pattern of nonconformance, how can the incident be investigated for CA? (aka "Stuff happens")

Addendum: I sent this in at the exact same time GoKats78 sent theirs in. Brillant minds must think alike, or else they have dealt with too many corrective actions.
Another logical reason not to start a CA for every non-con is that we have been written up as nonconforming for parts we weren't under contract to deliver (and didn't deliver). Go figure!

 

[Al Rosen]

Another thought that I want to throw out and make sure I'm on the same page.

Just because you receive a nonconformance notice from a customer doesn't necessarily mean that a corrective action needs to be issued.

Example:
Customer rejects a nonconforming panel - might or might not require a CAR.
Customer sends a nonconformance notice because the last 3 shipments of panels you made had nonconforming material - a very good candidate for a CAR.


I have had companies request CA for 1 failure out of multiple deliveries over several years. While the nonconformance shouldn't be dismissed, if there is no history or pattern of nonconformance, how can the incident be investigated for CA? (aka "Stuff happens")

Some 500 lb gorillas want every NC investigated. What does the contract say?

 

[RCW]

Some 500 lb gorillas want every NC investigated. What does the contract say?

Good point / question. Further investigation required on my end.

 

[Cari Spears]

...Just because you receive a nonconformance notice from a customer doesn't necessarily mean that a corrective action needs to be issued...

I agree with that also. We do not initiate corrective action for every nonconforming notice either. Our internal form I referenced above is called a "Quality Issue Form" - we review the problem and investigate the causes and possible solutions. We decide at this point whether the problem warrants corrective action.

You also stated that the problem doesn't get addressed - "left in a corner to die". We avoid this by designating me, the QA Mgr, as the one who is notified of any customer reports of problems - whether it is regarding nonconforming product or not. I simply facilitate the review and investigation and make sure they are all addressed.