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Hello members,
I have been researching the topic of customer complaints and the corrective action process. Concerning ISO9001, is it necessary that every customer complaint become a nonconformance? Can we, instead, use a system for determining trends and wait until one is found before a nonconformance report is issued? Basically, we don’t want a nonconformance report for every single customer complaint.
Some background:
We are a distribution company and render a service rather than produce products. This being the case, customer complaints is a system of measurement used to ensure that “product” (ISO) requirements are being fulfilled. At this point, there is a code system for customer complaint categories used by customer service. We would like to use this to track trends rather than completing a report for every complaint (the volume of customer would make this very time consuming).
Because of the coded complaints handling system, we would be able to address major complaints through the NC/CA process. Hopefully, this would allow lesser complaints, which should only require a correction, to be handled by a reship or credit/refund. Once a trend is realized about these lesser complaints, we can escalate them as a whole to a nonconformance and issue a corrective action.
,
Tyler R
I have been researching the topic of customer complaints and the corrective action process. Concerning ISO9001, is it necessary that every customer complaint become a nonconformance? Can we, instead, use a system for determining trends and wait until one is found before a nonconformance report is issued? Basically, we don’t want a nonconformance report for every single customer complaint.
Some background:
We are a distribution company and render a service rather than produce products. This being the case, customer complaints is a system of measurement used to ensure that “product” (ISO) requirements are being fulfilled. At this point, there is a code system for customer complaint categories used by customer service. We would like to use this to track trends rather than completing a report for every complaint (the volume of customer would make this very time consuming).
Because of the coded complaints handling system, we would be able to address major complaints through the NC/CA process. Hopefully, this would allow lesser complaints, which should only require a correction, to be handled by a reship or credit/refund. Once a trend is realized about these lesser complaints, we can escalate them as a whole to a nonconformance and issue a corrective action.
,Tyler R