Wow, Stacey...sounds like you're having a lot of fun with this!
Here is our current system stands....
We have:
- Abnormalities - process-based issues
- Nonconformances (Major or Minor) - product and system-based issues
- Customer Complaints
I say "current" because we are revamping this set up a wee bit.
Abnormalities and NCR's are being merged to form the Failure Treatment Report (FTR).
Failure Treatment Report
To allow for ease of complete and data collection, we have check boxes on the FTR so that we clearly distinguish the 'type' of Failure we have.
First off...is it an Abnormality or Corrective or Preventive. Abnormality is for issue that may not require Root Cause Analysis and do not require a Verification Plan.
From there, the initiator indicates if the issue is Process, Product or System based. Triggers for Process issues are listed in the footer of the form (as there are not many triggers) - if not listed there, it will be either Product or System.
If uncertain, the initiator reviews the options along side Process, Product and System to determine the applicable check boxes to mark:
- Process
- Operational
- Mechanical
- Electrical
- Product
- Internal product quality
- Incoming material
- Supplier/Contractor (includes service)
- System
- BMS
- BMS - Internal Audit
- BMS - External Audit
- EMS
- EMS - Internal Audit
- EMS - External Audit
- H&S
- H&S - Internal Audit
- H&S - External Audit
- 5S
- Other - please specifcy
Of course, the type of issue will be organization-specific and what works for me, may not work for your organization, Stacey.
Customer Complaints
There are 4 classifications of Customer Complaints maintained within our Order Entry system. This is separate from our FTR as the FTR is based out of our mill only, whereas the Order Entry system is based off a common server for all of our North American mills to access.
The Sales person entering the Complaint into the Order Entry system must first determine the 'type' of complaint before classifying the specific problem.
- Responsibility to resolve - Sales
- Invoice
Examples include:
- Miscommunication between Sales and Customer
- Wrong grade/length/quantity placed on order
- Data entry
- Service-Sales
Examples include:
- Entered wrong location
- Entered wrong delivery date
- Double shipment
- Special instructions not entered
- Responsibility to resolve - Mill
- Service-Mill
- Examples include:
- Failure to ship
- Did not meet delivery date
- Weight discrepancy
- Quality
- Examples include:
- Chemistry
- Bent bars
- Rust
- Out-of-spec dimensionally