Customer complaint

gandhisa

Starting to get Involved
Can someone help me understand the standard requirement under 10.2.1 (b) for As9100 rev D-
"evaluate the need for action to eliminate the cause of the non conformity".
Does that mean every customer complaint MUST have a root cause?
It is my understanding that you do NOT have to a do a root cause for every complaint but can someone please clarify
 

Michael_M

Trusted Information Resource
In this case, weasel words are your friend "as applicable". Is the customer complaint about a nonconformity, if yes, you probably want/should investigate and determine what happened. A customer complaint that does not result in a nonconformity is not subject to Corrective Actions. You can still do one IF your company things there is a benefit.
 

AlmaG

Registered
Every customer complain, requires an action and a further investigation in order to find the root cause.
 

Michael_M

Trusted Information Resource
Every customer complain, requires an action and a further investigation in order to find the root cause.

I disagree with the absoluteness of this statement. Complaints that address non-conformances should be investigated but complaints that are not about non-conformances do not need to be addressed by this clause.

For example (yes, this is a bad example but I am using it to show why not every complaint needs to be addressed), a customer calls to get an update on a PO and complains about the local weather. The local weather does is not addressing a non-conformance so does not need to be addressed. However, the same customer calls and after asking about the PO update mentions that the local weather ruined some of the parts received as they were not packaged per PO. Now that is a complaint that deals with non-conformance.
 

Mike S.

Happy to be Alive
Trusted Information Resource
Every customer complain, requires an action and a further investigation in order to find the root cause.

Nope, I disagree. You're adding requirements that are not in the standard.

As Michael said, the standard says "react to the nonconformity and, as applicable...evaluate the need for action to eliminate the cause(s) of the nonconformity...".

I am not advocating for routinely ignoring your customers' complaints, but sometimes you may determine the situation does not merit further time, money, or energy.
 

AlmaG

Registered
I disagree with the absoluteness of this statement. Complaints that address non-conformances should be investigated but complaints that are not about non-conformances do not need to be addressed by this clause.

For example (yes, this is a bad example but I am using it to show why not every complaint needs to be addressed), a customer calls to get an update on a PO and complains about the local weather. The local weather does is not addressing a non-conformance so does not need to be addressed. However, the same customer calls and after asking about the PO update mentions that the local weather ruined some of the parts received as they were not packaged per PO. Now that is a complaint that deals with non-conformance.


I understand your point and I agree, but this conclusion is something that comes after an investigation, then you decide that no further actions is needed or that there is something that you have to address through a corrective action. Customer complaints not always are so clear, this is why every customer complaints requires an action. After all they are our principal objective.
 

AlmaG

Registered
Nope, I disagree. You're adding requirements that are not in the standard.

As Michael said, the standard says "react to the nonconformity and, as applicable...evaluate the need for action to eliminate the cause(s) of the nonconformity...".

I am not advocating for routinely ignoring your customers' complaints, but sometimes you may determine the situation does not merit further time, money, or energy.

Totally agree!
 

AlmaG

Registered
I agree. Not all feedback is actionable or requires investigation

8.2.2 Complaint handling

The organization shall document procedures for timely complaint handling in accordance with applicable regulatory requirements. These procedures shall include at a minimum requirements and responsibilities for:

a) receiving and recording information;
b) evaluating information to determine if the feedback constitutes a complaint
c) investigating complaints;
d) determining the need to report the information to the appropriate regulatory authorities;
e) handling of complaint-related product; f) determining the need to initiate corrections or corrective actions.

If any complaint is not investigated, justification shall be documented. Any correction or corrective action resulting from the complaint handling process shall be documented. If an investigation determines activities outside the organization contributed to the complaint, relevant information shall be exchanged between the organization and the external party involved. Complaint handling records shall be maintained (see 4.2.5

Exactly
 
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