Customer Complaints captured in CA (Corrective Action) Process

Pancho

wikineer
Super Moderator
#11
Re: Customer complaints captured in CA process

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?
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.

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.
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.
 
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Jim Wynne

Staff member
Admin
#12
Re: Customer complaints captured in CA process

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.
You're arguing against a point I didn't make (or try to). You don't know for sure whether an outlier is an outlier unless you know whether there's anything "interesting" about it. The point I was trying to make is that too much time is wasted in mindlessly following an overly rigid CA system when it's often possible to look at something, evaluate it, and move on. We need to stop trying to prevent people from thinking about what they're doing.
 

Big Jim

Super Moderator
#13
Re: Customer complaints captured in CA process

In our automotive company such things happen sometimes: The customer calls and complains about a product. The quality engineer goes to the customer's. He investigates and finds out that it's their fault to call it a problem. He convinces the customer that it's not our fault, so the customer then withdraws their complaint. He then returns. All of the time he refuses to call this a corrective action, and always troubles me in having him file a corrective action form (which is quite short in nature). I also wrote in the procedure to start CA for every complaint. My idea here is that you cannot know in the beginning whose fault it is, so I just start a corrective action. Then if it turns out to be our fault, we go on the CA process. If it's not, we close it right away, but don't erase it. I think, if we don't start a file every time, later it may repeat and also details of our first visit, details of the compliant might be lost forever. So I insist to start a file each time a complaint comes, so to make a large database of false and true complaints. If we don't, we will never know how much time is lost struggling with the customer, or how many times we visit them for false-complaints. That's the improvement point in my system. My engineer never accepts this and complains all the time. I know that if I allow him to skip CA filing, he'll write down nothing and later even real problems will be missed. Also customer's complaints may never be proved false (even if it's false) and may stay in their performance charts. Don't you think this will make us look like we're not doing anything for "some" complaints? That's why, I understand the corrective action as a collective term for all actions regarding the customer problems, including going to the customer and convincing them. Because you need to analyse the problem to find out whose problem it is. It is an action, too. I would like your opinions on how to treat my lazy engineer and convince him on my view of the case.
Why start with a full blown corrective action? Why not start with a 'customer complaint" form? Add a box at the bottom for a responsible manager to sign off "This customer complaints does or does not (circle one) need to be escalated to a corrective action".
 
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