Electronic Corrective/Preventive Action Report for our Customer Service Department

B

biboy2012

#1
#1
I am looking to integrate an Electronic Corrective/Preventive Action Report for our Customer Service Department. I don't want to over burden the Customer Service Representatives by requiring them to fill-up additional form -CAR. Instead of recording root cause, corrective action, and follow-up results into a hardcopy form, I am planning to make a recommendation of integrating them to the existing system. The Customer Service Department has a Customer Account Log Module. It is a custom made repository of all customer concerns or booked accounts. e.g. inquiries, requests, status of payments, tranfer certificate of title, vital information of customers etc). The existing module should be enhanced by adding recording of a root cause analysis, corrective action, and follow-up results though we are not an ISO 9001 practitioner.

By the way, we are a real estate developer, about 500 employess. I hope the forum can be of some assistance to me in crafting my proposal. The newly created Corrective/Preventive Action Procedure and systematic Root Cause Analysis will be introduced together with this integrated Customer Account Log Module and CAR control automation proposal.

Does anyone have any suggestions?
 
Last edited by a moderator:
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Stijloor

Stijloor

Leader
Super Moderator
#2
#2
Re: Electronic Corrective/Preventive Action Report for our Customer Service Departmen

A Quick Bump!

Can someone help?

Thank you very much!!

Stijloor.
 
B

biboy2012

#3
#3
Re: Electronic Corrective/Preventive Action Report for our Customer Service Departmen

Stijloor said:
A Quick Bump!

Can someone help?

Thank you very much!!

Stijloor.
Click to expand...
Hi Stijloor,
Thanks for bumping up my thread. I greatly appreciate it especially I am time squeezed. I understand that experts here must work from time to time so I need to be a little patient. I'm sure they will respond in due course.
 
Pancho

Pancho

wikineer
Super Moderator
#4
#4
Re: Electronic Corrective/Preventive Action Report for our Customer Service Departmen

biboy2012 said:
I am looking to integrate an Electronic Corrective/Preventive Action Report for our Customer Service Department. I don't want to over burden the Customer Service Representatives by requiring them to fill-up additional form -CAR. Instead of recording root cause, corrective action, and follow-up results into a hardcopy form, I am planning to make a recommendation of integrating them to the existing system. The Customer Service Department has a Customer Account Log Module. It is a custom made repository of all customer concerns or booked accounts. e.g. inquiries, requests, status of payments, tranfer certificate of title, vital information of customers etc). The existing module should be enhanced by adding recording of a root cause analysis, corrective action, and follow-up results though we are not an ISO 9001 practitioner.

By the way, we are a real estate developer, about 500 employess. I hope the forum can be of some assistance to me in crafting my proposal. The newly created Corrective/Preventive Action Procedure and systematic Root Cause Analysis will be introduced together with this integrated Customer Account Log Module and CAR control automation proposal.

Does anyone have any suggestions?
Click to expand...

You say that you "don't want to over burden the Customer Service Representatives by requiring them to fill-up additional form -CAR", and that you, paraphrasing "plan to recommend integrating CARs to the existing custom made repository of all customer concerns or booked accounts".

Ok.

But I really can't tell what is the specific advise that you are seeking. Can you please clarify what type of suggestions are you looking for?
 
Q

qusys

Trusted Information Resource
#5
#5
Re: Electronic Corrective/Preventive Action Report for our Customer Service Departmen

biboy2012 said:
I am looking to integrate an Electronic Corrective/Preventive Action Report for our Customer Service Department. I don't want to over burden the Customer Service Representatives by requiring them to fill-up additional form -CAR. Instead of recording root cause, corrective action, and follow-up results into a hardcopy form, I am planning to make a recommendation of integrating them to the existing system. The Customer Service Department has a Customer Account Log Module. It is a custom made repository of all customer concerns or booked accounts. e.g. inquiries, requests, status of payments, tranfer certificate of title, vital information of customers etc). The existing module should be enhanced by adding recording of a root cause analysis, corrective action, and follow-up results though we are not an ISO 9001 practitioner.

By the way, we are a real estate developer, about 500 employess. I hope the forum can be of some assistance to me in crafting my proposal. The newly created Corrective/Preventive Action Procedure and systematic Root Cause Analysis will be introduced together with this integrated Customer Account Log Module and CAR control automation proposal.

Does anyone have any suggestions?
Click to expand...
Hi Biboy,
I guess you would like to improve this activity also by means of electronic tools.
My suggestion is to ask for eventual improvement just to the final users, by means of their suggestion and involvement in this project.
Sometimes you think you can improve process but without no buy in from whom shall apply tools and others, it will be difficult because they do not feel it as theirs.
:bigwave:
 
Last edited:
B

biboy2012

#6
#6
Re: Electronic Corrective/Preventive Action Report for our Customer Service Departmen

Pancho said:
You say that you "don't want to over burden the Customer Service Representatives by requiring them to fill-up additional form -CAR", and that you, paraphrasing "plan to recommend integrating CARs to the existing custom made repository of all customer concerns or booked accounts".

Ok.

But I really can't tell what is the specific advise that you are seeking. Can you please clarify what type of suggestions are you looking for?
Click to expand...
I am trying to write a proposal regarding enhancement of the existing Customer Account Log Module by adding up Corrective/Preventive Action Report. I have no idea where to start, what to write to get management and members of the organization accept my idea. I am neither IT nor ISO expert.
 
Pancho

Pancho

wikineer
Super Moderator
#7
#7
Re: Electronic Corrective/Preventive Action Report for our Customer Service Departmen

Sure sounds like your "Customer Account Log Module" is good to capture Customer Service Department NCs, and it can likely be expanded to include Corrective Action / Preventive Action. But then you might end up with two (or more) different CAPA systems. This could make finding root causes that cross boundaries between departments more difficult.

Do you already have a working CAPA process in your organization?

If you do, I'd suggest you train Customer Service Department personnel (and everyone else) on it. This involves root cause analysis as well as the specifics of your system. If you do not have a CAPA system, then perhaps you should think about creating one that supports all processes in your organization, and not only customer service.

Remember that handling non-conformities and taking corrective actions are not the same thing. The first is done in accordance with §8.3 of ISO 9001; the second through §8.5. These two are connected with the analysis of data prescribed by §8.4. Handling NCs can be more easily split into distinct procedures that apply to each process, as correction and containment of, say, a service component of your product, is probably different than that correction and containment of hardware. But corrective action is a more general activity that involves modifying processes. IMO, you should not divide CAPA by departments.

Practically, for your case, you could state in your Customer Service procedure that when a NC logged into the Customer Account Log Module require corrective action, a Corrective Action Request is raised in your (company-wide) CAPA system. If you have a lot of NCs, the determination of when NCs trigger CARs could be made by a periodic analysis of the NCs. The analysis could be via Pareto or some other ranking.

Good luck!
Pancho
 
somashekar

somashekar

Leader
Admin
#8
#8
Re: Electronic Corrective/Preventive Action Report for our Customer Service Departmen

biboy2012 said:
I am trying to write a proposal regarding enhancement of the existing Customer Account Log Module by adding up Corrective/Preventive Action Report. I have no idea where to start, what to write to get management and members of the organization accept my idea. I am neither IT nor ISO expert.
Click to expand...
Integrating the CAPA module into the customer account log module is a matter of upgrade to your s/w system and is a certain possibility. Anything that you can think of can be made to happen and work with the present IT infrastructure.
So use technology and save time and burden. Facilitate smart working, that misses nothing and keeps to time and reminds as and when necessary to the concerned personnel.
Good luck...
 
B

biboy2012

#9
#9
Re: Electronic Corrective/Preventive Action Report for our Customer Service Departmen

Pancho said:
Sure sounds like your "Customer Account Log Module" is good to capture Customer Service Department NCs, and it can likely be expanded to include Corrective Action / Preventive Action. But then you might end up with two (or more) different CAPA systems. This could make finding root causes that cross boundaries between departments more difficult.
Click to expand...
I agree.
Pancho said:
Do you already have a working CAPA process in your organization?
Click to expand...
I will be introducing one. Please refer to post #5 of this thread http://elsmar.com/Forums/showthread.php?t=53321

Pancho said:
If you do, I'd suggest you train Customer Service Department personnel (and everyone else) on it. This involves root cause analysis as well as the specifics of your system. If you do not have a CAPA system, then perhaps you should think about creating one that supports all processes in your organization, and not only customer service.
Click to expand...
I agree.
Pancho said:
Remember that handling non-conformities and taking corrective actions are not the same thing. The first is done in accordance with §8.3 of ISO 9001; the second through §8.5. These two are connected with the analysis of data prescribed by §8.4. Handling NCs can be more easily split into distinct procedures that apply to each process, as correction and containment of, say, a service component of your product, is probably different than that correction and containment of hardware. But corrective action is a more general activity that involves modifying processes. IMO, you should not divide CAPA by departments.

Practically, for your case, you could state in your Customer Service procedure that when a NC logged into the Customer Account Log Module require corrective action, a Corrective Action Request is raised in your (company-wide) CAPA system. If you have a lot of NCs, the determination of when NCs trigger CARs could be made by a periodic analysis of the NCs. The analysis could be via Pareto or some other ranking.

Good luck!
Pancho
Click to expand...
I am just curious to find out if most people (ISO practitioners) have a Root Cause Analysis Procedure? Should it be a separate procedure or integrated in the CAPA procedure?
 
J

JaneB

#10
#10
Re: Electronic Corrective/Preventive Action Report for our Customer Service Departmen

biboy2012 said:
]I am just curious to find out if most people (ISO practitioners) have a Root Cause Analysis Procedure? Should it be a separate procedure or integrated in the CAPA procedure?
Click to expand...
Depends. As a root cause procedure doesn't (or shouldn't)ever exist in isolation from responding to an identified fault or weakness, it makes sense to me to integrate finding root cause with CA/PA procedure/s. But you might choose to have something separate to provide more guidance for people new to/needing help with it. I'm not sure I'd do it (root cause) as a procedure though, as it's more of a process or even a tool.
 
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