D
D.Scott
Here is an e-mail I got from my registrar.
"As a result of a recent accreditation body audit here at ------------, a modified interpretation of a QS-9000 and QS-9000/TE Supplement requirement has been brought forth. As a result of this developing interpretation, ------ has changed audit checklists for both surveillance audits and initial assessments. Audit checklists were updated in the element 4.14, Corrective and Preventive Action.
The raised issue pertained to the QS-9000, Appendix B.6 requirement that registrars review Customer Complaints and the Supplier Response during each surveillance audit. The accreditation body has introduced a more diverse interpretation of the meaning of "supplier response" in that, along with meaning that certified company's must respond or act on each and every customer complaint, they must also communicate their action(s), or no action, back to the customer for each and every complaint. In other words, we are all used to issuing corrective actions for legitimate customer complaints/returns but not necessarily responding back to the customer with our actions unless specifically asked to do so. A definite response or reply to the complaining customer is now a requirement of your corrective action system. Our auditors have been directed to look for objective evidence to that effect."
The registrar's name is omitted simply because I don't have permission to quote them.
Dave
"As a result of a recent accreditation body audit here at ------------, a modified interpretation of a QS-9000 and QS-9000/TE Supplement requirement has been brought forth. As a result of this developing interpretation, ------ has changed audit checklists for both surveillance audits and initial assessments. Audit checklists were updated in the element 4.14, Corrective and Preventive Action.
The raised issue pertained to the QS-9000, Appendix B.6 requirement that registrars review Customer Complaints and the Supplier Response during each surveillance audit. The accreditation body has introduced a more diverse interpretation of the meaning of "supplier response" in that, along with meaning that certified company's must respond or act on each and every customer complaint, they must also communicate their action(s), or no action, back to the customer for each and every complaint. In other words, we are all used to issuing corrective actions for legitimate customer complaints/returns but not necessarily responding back to the customer with our actions unless specifically asked to do so. A definite response or reply to the complaining customer is now a requirement of your corrective action system. Our auditors have been directed to look for objective evidence to that effect."
The registrar's name is omitted simply because I don't have permission to quote them.
Dave
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