How to treat a customer complaint

sunrizenew

Involved In Discussions
#1
Dear friends

for a training services provider we have two separate procedures:

1. control of non conforming services procedure which contain a non conforming services report

2. CAR procedure (to issue non conformity including complaint and take corrective action when needed)

but in our daily work, when we receiving a complaint from the client we treat it by filling the non conforming services report related to clause 8.7 and if there is a need for a CAR then we issue a CAR form

is this correct ?
 
Elsmar Forum Sponsor

tony s

Information Seeker
Trusted Information Resource
#2
If your organization delivered a nonconforming service it is just proper to deal with it using 8.7. If the nonconforming service resulted to customer complaint then you can extend the implementation of 8.7 to include 10.2.1a nos. 1 and 2 (i.e. "react to the nonconformity and, as applicable: 1) take action to control and correct it; 2) deal with the consequences").

The "need" for initiating corrective action should be established after going through 10.2.1b. Not all nonconforming services that resulted to customer complaints necessitate corrective action.

A pizza parlor doesn't bother to implement corrective action/s when they deliver late pizzas. They only need to adhere to their policy "If it's late, it's free".
 

sunrizenew

Involved In Discussions
#3
If the nonconforming service resulted to customer complaint then you can extend the implementation of 8.7 to include 10.2.1a nos. 1 and 2 (i.e. "react to the nonconformity and, as applicable: 1) take action to control and correct it; 2) deal with the consequences").

we have two forms,
1. one for non comforting services report and in this form (we analysis of root cause and take action required "correction or segregation, or need for corrective action)

2. the second one are CAR form, to initiate a non conformity and correction and determine the need for corrective action

each two forms state the required in each clause

as per your answer if we have a complaint we should to use the two forms or we can merge them in one form ?

my confusion is to initiate the non conformity by which clause 8.7 or 10.2.1?
 
Last edited:

sunrizenew

Involved In Discussions
#4
let me phrase my question again

if we have a customer complaint regarding non conforming services

the NCR initiated based on 8.7 or 10.21 ?
 

tony s

Information Seeker
Trusted Information Resource
#7
we have two forms,
1. one for non comforting services report and in this form (we analysis of root cause and take action required "correction or segregation, or need for corrective action)

2. the second one are CAR form, to initiate a non conformity and correction and determine the need for corrective action
Instead of worrying what form to use, evaluate whether a problem needs only correction or needs further corrective action. Correction is required by 8.7 and 10.2.1a. If you think there is a need to prevent the recurrence of the problem, then you will need to proceed to 10.2.1b.

For a training service provider, you may opt to use a single form to address nonconforming services and nonconformities. You can devise a form (e.g. Correction/Corrective Action Request) where correction, or other disposition for a nonconforming service or nonconformity, is recorded on the initial section of the form. If your organization deem that action to prevent recurrence is necessary, then a decision field can be placed in the middle of the form. The decision section will usually have checkboxes of the criteria to assist in deciding whether corrective action is needed. If the criteria to initiate corrective action are satisfied, then the subsequent section for recording corrective action should be accomplished.
 

Johnnymo62

Haste Makes Waste
#8
You need to be compliant to both sections.


No, it includes nonconforming outputs detected after delivery or provision of service.

I think in the context of the first 2 paragraphs of 8.7.1, this is still talking about controlling nonconformances found at the production output.

Like telling the customer you may have been making nonconforming product for months because your end of line tester wasn't working correctly.
 
Thread starter Similar threads Forum Replies Date
R Do we need to treat local law as external origin documents? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 15
M FDA News FDA announces panel meeting on surgical mesh placed transvaginally to treat pelvic organ prolapse Medical Device and FDA Regulations and Standards News 0
T Heat treat test dimple Manufacturing and Related Processes 3
X Heat Treat - Verifying mechanical properties on heat treated material per the ASTM Manufacturing and Related Processes 6
J Transformer Compliance Testing, overheat then humidity treat, then dielectric test? IEC 60601 - Medical Electrical Equipment Safety Standards Series 1
I AS9100 PPAP requirements for outside Heat Treat vendors/suppiers AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 9
S AMS 2750E Heat Treat Furnace System Accuracy Test SAT Report question AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 2
M AMS2770 Aluminum Heat Treat - Determining Soak Time Various Other Specifications, Standards, and related Requirements 1
Q Heat Treat Steel, Rockwell C - Variability in Complex Machined Shapes Manufacturing and Related Processes 7
P NADCAP Certified - Heat Treat Continuous Belt Driven Oven question AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 3
V Is there a Heat Treat certification that is required at PPAP? APQP and PPAP 4
R CQI-9 Heat Treat Assessment Services recommendations wanted IATF 16949 - Automotive Quality Systems Standard 3
V Is the CQI-9 Heat Treat Assessment performed by a 3rd Party Auditor APQP and PPAP 1
S Special Gages for Measuring Pre-Heat Treat Thread Size Measurement Uncertainty (MU) 3
V CQI-9 Heat Treat System Assessment Other ISO and International Standards and European Regulations 11
V What should I require of a Heat Treat PPAP? Surface Hardness per SAE J664 APQP and PPAP 1
L Plug Gages and Tapered Holes - Compensation for Heat Treat Distortion General Measurement Device and Calibration Topics 1
L Heat Treat Calibration Records - API 6a sec 5.8 and annex M Requirements Oil and Gas Industry Standards and Regulations 3
G VERY easy savory baked Thanks Giving party treat Coffee Break and Water Cooler Discussions 0
BradM Definitely too old to Trick or Treat Funny Stuff - Jokes and Humour 0
I Medical, Vacuum Heat Treat or Not if Subsequent Finishing Operations are Performed Benchmarking 3
D Foreward Looking KPI's (Key Performance Indicators) - Heat Treat Company Misc. Quality Assurance and Business Systems Related Topics 4
M Heat Treat Data - Best method for determining the capability of a carburizing process Statistical Analysis Tools, Techniques and SPC 3
A How to treat large Manufacturing Equipment providers - Opinions and comments wanted Supplier Quality Assurance and other Supplier Issues 5
C What can I treat as an input factor in Minitab? Using Minitab Software 38
tsmith7858 How to treat something (biological hazard) you know is there... Food Safety - ISO 22000, HACCP (21 CFR 120) 7
F Recent ISO 9001 audit - Pallet/spool heat treat records ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
R Is Ford's W-HTX heat treat survey replaced by CQI-9? Customer and Company Specific Requirements 15
D Aircraft Training Standard - TI-2000-01 Training for Heat Treat Personnel AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 2
A How do you identify your heat treat capability study samples? Capability, Accuracy and Stability - Processes, Machines, etc. 3
K I am looking for CQI-9 "Heat treat system assessment" Various Other Specifications, Standards, and related Requirements 3
B FORD Supplier CQI-9 rollout letter, Oct. 16th, 2006 - Heat treat suppliers Customer and Company Specific Requirements 1
B Application of CQI-9 Heat Treat Survey for an Annealing Process - Steel Coils Various Other Specifications, Standards, and related Requirements 8
C 6061-T6 Aluminum - Any reason Heat Treat can't hit Minimum of RB/50? Supplier Quality Assurance and other Supplier Issues 12
M Service Program - Treat Service Parts Similiar to Production Parts? IATF 16949 - Automotive Quality Systems Standard 3
A How does the USFDA treat compilers? (software use in medical devices) Software Quality Assurance 2
L Heat Treat anaylsis quench cracks - Seeking possible causes Various Other Specifications, Standards, and related Requirements 1
Tom W PFMEA for Heat Treat Service Provider - Trying To Develop RPNs FMEA and Control Plans 11
G Does Outsource of Processes refer to things like heat treat of the product? Preventive Action and Continuous Improvement 5
M Control chart application for post heat treat processes Statistical Analysis Tools, Techniques and SPC 4
D Receiving Inspection by Subcontractors? Heat Treat Inspection, Prints (Drawings), Testing, Sampling and Related Topics 1
G Same parts but new customer - What will the auditor ask me? IATF 16949 - Automotive Quality Systems Standard 2
R Customer Satisfaction importance in companies with Government/Public Administration as main customer? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
G Self Assessment Audit from a new potential customer General Auditing Discussions 3
P Customer Corrective Action Requests in OASIS? AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 4
Ooi Yew Jin Customer E audit preparation Quality Manager and Management Related Issues 2
Q Managing a "special" customer into the QMS? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
C Certificate of Conformance Form - COC for each customer a controlled document? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
R Who is the customer in the ISO/IEC 17025:2017? ISO 17025 related Discussions 1
BeaBea ISO 9001 Customer Feedback Methods - What has worked for your company? Service Industry Specific Topics 16
Similar threads


















































Top Bottom