Customer Complaint(s) - Can what a Customer Complaint is be defined?

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G

goallout - 2009

#12
Thks all folk who reply mail. I really learn alot from different industry & examples. I like the suggestion that I should keep a log as to the mode of complaint & analyse it.
In my company again, when we write the CAR - my boss dislike the use of words "ongoing", " The probable cause might due to ........" , ... is due to operator neligence in detecting ....... - is there a anything wrong using these words ?

Thks
 

Ajit Basrur

Staff member
Admin
#14
Thks all folk who reply mail. I really learn alot from different industry & examples. I like the suggestion that I should keep a log as to the mode of complaint & analyse it.
In my company again, when we write the CAR - my boss dislike the use of words "ongoing", " The probable cause might due to ........" , ... is due to operator neligence in detecting ....... - is there a anything wrong using these words ?

Thks
goalout,

I agree with your boss. May be, he is like me. :cool:

Have seen many companies do not perfrom a detailed investigation and put the blame (sorry for the harsh word) on the operator. Most times, its really not the operator but due to the faulty procedure which he is following or something to do with the machines which the Engineer is not able to find out.

This is similar to the doctor who says its a "Viral Infection" when he is not able to find the reason for fever :D

Do a detailed investigation using various tools like Fishbone Diagram, Brainstorming and then come with conclusion. If your conclusions do not prove fruitful, then you list your probable causes

Even in probable cases, I would like to see some monitoring with probable action items.
 
G

Gert Sorensen

#16
Generally speaking, I think that as a manufacturer one should consider and evaluate all complaints, valid or not. When a customer complains abouts something they are generally dissappointed, and it is always wise to get a clear picture of customer expectations. Even if the complaint is not valid it can provide input to the organisation regard opportunities for improvement. Thats pretty useful.

When evaluating complaints (and internal deviations) it is my belief that we should always try to find the cause of the disease, not the symptom. Is it training? Faulty instructions? Raw materials? Specifications? It is easy to just blame the operator, but it seldom provides serious improvement.

Just my :2cents:
 

Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#17
Generally speaking, I think that as a manufacturer one should consider and evaluate all complaints, valid or not.
I agree, but the issue is where to go with it. For example, a commercial chemical powder blender supplies 100# bags of a specific chemical compound. The bags are 'normally' used in large operations so to make a mixture the customer is pouring in a certain number of bags rather than, for example, 1/4 of a bag. A Customer Complaint came in which was "The powder has lumps in it". The complaint was evaluated and judged to be invalid. Lumps do not affect the performance of the product (it is dissolved in water for use), nor is there any mention of the product being 'lump free'. It was also noted from the batch number that the product was manufactured and shipped over a year prior to the complaint. Over that year many things could have happened such as one or more bags being pierced at the customer facility while in stock (storage).

However, the company bought a 'Lump Buster' and started checking product for lumping after mixing. The product was accepted for return, although the complaint was judged to be 'technically' invalid. It was noted that in fact a number of the bags were pierced, however the product is moisture stable so it was run through the lump buster and repackaged.

The lump buster sits in the corner and has not been used in the several years since the complaint.

A company should always be looking for new ways to satisfy customers, but then again care should be taken as to how far they are willing to go. In this case the expenditure wasn't excessive, the customer was pleased and they now have a lump buster should they need one in the future. But - What if the 'solution' had been very expensive and/or time consuming to implement?

Secondarily, consideration should be given to the frequency of the complaint. The company in the situation described here had only 1 complaint about lumps in the product. The more complaints, the more important it is to look at the complaint, even if it is technically invalid, and relate it to customer expectations with consideration given to addressing the complaint.

As to "When evaluating complaints (and internal deviations) it is my belief that we should always try to find the cause of the disease, not the symptom. Is it training? Faulty instructions? Raw materials? Specifications? It is easy to just blame the operator, but it seldom provides serious improvement.", I agree. However this is mainly applicable to valid complaints / nonconformances. As to 'Operator Error', we all know that Operator Error is not an acceptable 'Root Cause' determination and root cause is what nonconformance investigations are about whether an internal nonconformance or a nonconformance identified by a customer.
 

Coury Ferguson

Moderator here to help
Staff member
Super Moderator
#18
As far as I am concerned, a complaint is a complaint, via email, phone, or CAR request.

The customer has identified a concern, therefore investigate the concern.
 
G

goallout - 2009

#19
How about this ... I have 2 customer complaint recently.
Case A - the product was found to be manufactured 5 months ago. We have been supplying them every month. And out of the blue, we have this complaint which is 5 months old. How should react & write the CA. I think 5 months to inform us is a long time .... & we are supply them every month ...
What is the best way to handle this case ?

Case B - this customer email us that there is this XYZ qty found defective. When we asked which batch/lot - the customer just say ..."oh ... we cannot know because we accumulate over a few PO ... so cannot tell which is which ....
So, what is he best way to handle this case & write the CA ?
Thks
 

ScottK

Not out of the crisis
Staff member
Super Moderator
#20
How about this ... I have 2 customer complaint recently.
Case A - the product was found to be manufactured 5 months ago. We have been supplying them every month. And out of the blue, we have this complaint which is 5 months old. How should react & write the CA. I think 5 months to inform us is a long time .... & we are supply them every month ...
What is the best way to handle this case ?

Case B - this customer email us that there is this XYZ qty found defective. When we asked which batch/lot - the customer just say ..."oh ... we cannot know because we accumulate over a few PO ... so cannot tell which is which ....
So, what is he best way to handle this case & write the CA ?
Thks
I've seen B I saw all too many times in the past. I hated that.
At least in my current job everything is date coded.
Generally the corrective action would be "replace the defective material" and the preventive action would be a very general "issue a quality alert for production and QC to be aware of an existing issue". And stipulate that we cannot get any more specific than that without lot information.

Case A I can't really give my response to as I don't know the industry or the part. In my business (pressure relief devices) our direct customers are often distributors so we may get a complaint a year old for parts that they buy every month. Nothing unusual about that.
 
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