Managing Internal and Client Complaints

Q

QAMTY

#1
Hi

Please shre your opinion regarding how to manage the complaints.

Complaint may come from clients and also from internal personnel.

I think i have to take care of them coming from both.

But in some way the client is very important to any bussiness, so it seems those coming from the client deserve more attention.

The doubt come as how to name the procedure.

For clients : Client complaints

For Internal personnel:

this procedure "softening" the name "Opportunities for improvements" or Suggestion from internal Personnel".

I think that calling Complaints for both sources, it may lower the importance to the Complaints coming from clients.

How do you manage this issue?

Thanks
 
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somashekar

Staff member
Super Moderator
#4
The ISO9001 has clearly stated about these and links it to corrective actions.
Client complaint = Customer complaint
clause 7.2.3 leads you to clause 8.5.2
internal complaints = Monitoring and measurement deviations from specification
clause 8.2.2 / 8.2.3 / 8.2.4 leads you to clause 8.4 which further will lead you to clause 8.5.2
Pay due attention based on :
* determining the causes of nonconformities,
* evaluating the need for action to ensure that nonconformities do not recur,
* determining and implementing action needed,
* records of the results of action taken (see 4.2.4), and
* reviewing the effectiveness of the corrective action taken.
 
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