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dkriket1
Hello,
I am currently working on a SOP defining how to handle customer complaints during development phase.
At this stage, we design a product and produce "prototype" parts to validate the design (not the production process yet). These parts are not marketable. During this phase, we can deliver a small quantity of parts to our customer for his own testing.
I am looking for a way to record all customer complaints/dissatisfactions. First idea was to join, for each product delivery, a template to the customer in case he has concerns with the delivery. But during development phase, this "solution" would not cover all potential dissatisfactions like e.g. dissatisfaction with regard to the planning, documentation and support provided, etc.
Within the project, several people may be in contact with the customer (Technical people, Quality, Project Manager, Sales, Marketing, etc.). That means that several people can receive an e-mail or a phone call from a dissatisfied customer.
Second idea was then to give access to customer to a kind of "complaint form" he could access via our internet site, to ensure that all complaints are addressed to only one person but customer may not wish to connect on this website each time he could be dissatisfied!
To sum up, my need is to find a way to receive all customer dissatisfactions related to development of a product. Our reference standards/regulations are ISO 9001, ISO 15378, ISO 13485 & 21CFR820.
Thanks!
I am currently working on a SOP defining how to handle customer complaints during development phase.
At this stage, we design a product and produce "prototype" parts to validate the design (not the production process yet). These parts are not marketable. During this phase, we can deliver a small quantity of parts to our customer for his own testing.
I am looking for a way to record all customer complaints/dissatisfactions. First idea was to join, for each product delivery, a template to the customer in case he has concerns with the delivery. But during development phase, this "solution" would not cover all potential dissatisfactions like e.g. dissatisfaction with regard to the planning, documentation and support provided, etc.
Within the project, several people may be in contact with the customer (Technical people, Quality, Project Manager, Sales, Marketing, etc.). That means that several people can receive an e-mail or a phone call from a dissatisfied customer.
Second idea was then to give access to customer to a kind of "complaint form" he could access via our internet site, to ensure that all complaints are addressed to only one person but customer may not wish to connect on this website each time he could be dissatisfied!
To sum up, my need is to find a way to receive all customer dissatisfactions related to development of a product. Our reference standards/regulations are ISO 9001, ISO 15378, ISO 13485 & 21CFR820.
Thanks!