Free from any Undue Internal and External Pressures - 4.1.5b clarification

K

kwikkid

#1
Hello Cove Members,
I am having difficulty addressing these policies:

Does the laboratory have arrangements to ensure that its management and personnel are free from any undue internal and external pressures?

As an internal pressure, our testing policy is a 3-day turn around time. I believe this serves as an internal pressure.

An example of an external pressure is customer complaints.

Could anyone please provide an example on how to counter such pressures?
 
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T

t.PoN

#2
I don't think setting a Turn Around Time (TAT) is considered as an internal pressure.
If you have a time study on how did you come with 3 days TAT, then it should not be a pressure at all.
but if the TAT was set arbitrarily and randomly, then its a pressure because some tests take 24 days (ask a cement lab).

but each lab should determine the TAT, it should be part of contract review.

Customer complaint: In your procedure state how you select the investigation team, and that you will reject a complaint if the customer is wrong. This will solve the problem.
If you train your employee to handle a complaint (for example: giving the customer on what may caused the problem and advice how to solve it) and shift the blame (for example: its not the lab fault the test results is failing, ask your supplier, he is providing a low standard product), then the complaint procedure will not serve as a pressure

To explain the internal and external pressure, I'm giving examples for illustration, but not limited to:
1. Internal Pressure:
Marketing, Sales and Production
Marketing and Sales usually try to sell the services. the customer is usually upset when their results are failing and they send complaints to marketing or sales and threat to stop dealing with your lab. if the customer is a big fish, then you'll see the marketing trying to make the results successful.

Production works the same way, if you are a first lab.
If your lab reject the production because it failed a test, then your production manager will be unhappy because he only needs to produce more.

so separation between marketing/production and lab in the organisation chart should be done for the cases above

External Pressure:
It worked the same way, for example Agency or Government trying to manipulate results.
 
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