A
AJPaton
I know, you're sorry I'm bringing this up again, but...
ISO 9001:1994 4.14.3 a) ..."customer complaints"..."to detect, analyze, and eliminate POTENTIAL causes of nonconformities"
Question(I have checked other forum threads, this hasn't come up): If customer complaints, or any other source, cannot give enough information to track down the exact cause of the existing nonconformity, are your attempts to cover all POSSIBLE causes "preventive" or "corrective" actions?
For instance, if you believe a product is defective because the customer mis-handled it, would it be CA or PA if you beef up your packaging and delivery system? How would you justify calling it a PA without proof that it isn't a CA?
Lots of question marks, hopefully there are some answers out there.
Thanks,
AJP
ISO 9001:1994 4.14.3 a) ..."customer complaints"..."to detect, analyze, and eliminate POTENTIAL causes of nonconformities"
Question(I have checked other forum threads, this hasn't come up): If customer complaints, or any other source, cannot give enough information to track down the exact cause of the existing nonconformity, are your attempts to cover all POSSIBLE causes "preventive" or "corrective" actions?
For instance, if you believe a product is defective because the customer mis-handled it, would it be CA or PA if you beef up your packaging and delivery system? How would you justify calling it a PA without proof that it isn't a CA?
Lots of question marks, hopefully there are some answers out there.
Thanks,
AJP