Re: Customer complaints captured in CA process
No. But, ideally, your procedure for dealing with CAs should be such that it is not more work to document a customer complaint through it than through any other method. Developing a separate method to deal with such complaints just seems more complicated than streamlining your CA procedure to capture the incidents and deal with them appropriately.
Outliers always hold interesting info. Yes, it is easier to discard them, baby and all, but with the right system, the OP can learn from them.
Issue-tracking software (Bugzilla, Jira, etc.) and a good CA procedure to go with it, should allow the OP's organization to learn from every incident.
whitey115 said:
Is it the intent of element 8.5.2 of the ISO 9001:2000 standard to capture ALL customer complaints in the formal CA process?
If we're to believe the OP (and there's no reason not to) he's talking about outliers that don't merit special attention. Too much time is spent on documenting and "improving" things that don't need to be improved.
Issue-tracking software (Bugzilla, Jira, etc.) and a good CA procedure to go with it, should allow the OP's organization to learn from every incident.