Registrars review Customer Complaints - QS-9000, Appendix B.6 Interpretation

M

Michael T

#21
Re: Re: Yeah, but....

energy said:

Unfair question.:p Customers all want more for less. How about, "You guys are always late with my stuff?". We would look back at our Customer Complaints and see if that common to other Customers. If it's not valid, no response. (No complaint) If it's valid, I would respond with my CA/PA to Sales/Shipping. Who determines? Why, I do, of course.:bonk: :ko: :smokin:
Now Energy... not all customers want something for nothing... :rolleyes: You believe that - I've got ocean front property for sale in Arizona. Great price!

Ok... seriously.... What makes THAT customer's complaint valid as opposed to the others that came before? Or, what makes that complaint not valid simply because there isn't a history yet? Trend analysis is great, but some things can't wait for trends.

Right now, I'm tracking "contacts" (those may or may not be a complaint - e.g. "your prices are too high"). If the contact requires action, then a CA/PA is filed with the appropriate department. If the customer requires a response - that is automatically classified as a complaint and automatically gets a CA report. Who determines? Why.... little ol' me.... The contacts are then trended on a frequent (no definitions here) basis to determine if something needs to have a CA/PA written. Trends are also reported at the quarterly Management Review Meeting for review and possible action.

This is still a new process (or is that procedure? Oooops... wrong thread :p ) and I'm still trying to work the bugs out. Can you see any holes in the system?

Cheers!!!
 
Elsmar Forum Sponsor
E

energy

#22
Re: Re: Re: Yeah, but....

Michael T said:

Ok... seriously.... What makes THAT customer's complaint valid as opposed to the others that came before? Or, what makes that complaint not valid simply because there isn't a history yet? Trend analysis is great, but some things can't wait for trends.

Right now, I'm tracking "contacts" (those may or may not be a complaint - e.g. "your prices are too high"). If the contact requires action, then a CA/PA is filed with the appropriate department. If the customer requires a response - that is automatically classified as a complaint and automatically gets a CA report. Who determines? Why.... little ol' me.... The contacts are then trended on a frequent (no definitions here) basis to determine if something needs to have a CA/PA written. Trends are also reported at the quarterly Management Review Meeting for review and possible action.

This is still a new process (or is that procedure? Oooops... wrong thread :p ) and I'm still trying to work the bugs out. Can you see any holes in the system?

Cheers!!!
Michael T.

That's basically what we do. We have to trend it because the input, right now, is overwhelming. We know we have a problem with our Distribution Division. The amounts of complaints and negative feedback is proportional to the type of Customer base. This division deals with mostly contractors purchasing parts to put in residential homes for water treatment. Many times we send replacements when we feel that the Contractor is lying. "I didn't get this and I didn't get that." We have to tighten up in that area, as well as Customer communication as to what the customer really wants. When they put the proper checks in place, we will have to take a stand and say "No more". If we lose them, so be it. We also make mistakes because they bring in temporary help and do not train them properly. Until we tackle those things where we know we are deficient, trend-trend-trend and continue to make money. I will not take every customer complaint/feedback as a reason to stop my normal routine just to issue CAR's. You know how I hate bullys.:vfunny: :ko: :smokin:
 
R

Randy Stewart

#23
I can hear the ocean waves!

Just not from Arizona!
I'm still having a difficult time with this. We have daily face-to-face meetings on the floor with our customers. They don't like this weld pattern, don't like the dart, don't care for the trim. Are these all legitimate concerns that need to be documented. I could employ a person full time just to run around the shop!!! This is the way we get the customer input to determine what they are looking for - remember prototype.
Some of them are full fledge complaints because we miss "interpreted" the data. It will take some doing to get the understanding as to what is what on the floor.
 
M

Michael T

#24
Yep...

I've gotta agree with you there, Randy.

The whole problem with data (whether it comes from the customer or elsewhere) is how to separate the wheat from the chaff. For many years businesses failed to listen to their customers. Sure, they received customer complaints - dutifully answered them and filed them away. But now we have this whole new level to which we have to rise. Not only do we have to document customer satisfaction, we have to actually LISTEN to what the customer is saying. Now we're flooded with data. To what do we listen? To what do we respond? What is meaninful and what is bellyaching? There are times when the customers may not even know that they DON'T know they are wrong. Don't try and tell them that though... the customer is always right... remember?

Ultimately, I think it is up to US to say what is meaninful and what isn't. I am taking the tack that a registrar or accrediting body can only audit whether or not we are collecting the data and conducting analysis. What we do with that analysis is up to us. I can't see how they can say that what we do is insufficient or incorrect. I may be wrong - but then, that is another battle.

Cheers!!!
 
E

energy

#25
Re: I can hear the ocean waves!

Randy Stewart said:

Just not from Arizona!
I'm still having a difficult time with this. We have daily face-to-face meetings on the floor with our customers. They don't like this weld pattern, don't like the dart, don't care for the trim. Are these all legitimate concerns that need to be documented. I could employ a person full time just to run around the shop!!! This is the way we get the customer input to determine what they are looking for - remember prototype.
Some of them are full fledge complaints because we miss "interpreted" the data. It will take some doing to get the understanding as to what is what on the floor.
Randy,

What Lucinda and I are talking about is "after sales". They are not product specific. General perception of the Customer how we look. This comes in from Accounts Payable, Sales Folk, Project and Application Engineers. Actually, any one who is in regular contact with a customer who may drop a disparaging remark about our service and products, in general.
What YOU do, interfacing routinely(daily?), is satisfy the customer's needs. When they have finally purchased and signed off on it, that's when complaints and feedback kick in. We may not have it right, but Khanhom developed the procedure and he's smarter than me! :bonk: But, even you are! The "after sales" thing is his definition. :ko: :smokin:
 

SteelMaiden

Super Moderator
Super Moderator
#26
FWIW- here are some definitions we use

Customer Issue (Issue)
A concern that may or may not lead to formal investigation and corrective action. Issues will be monitored for trending or escalation for investigation and/or corrective action.
Customer Complaint (Complaint)
An issue brought to XYZ's attention that does not require any financial considerations or concessions be made to the customer. Complaints will be investigated and may or may not lead to formal corrective actions.
Customer Claim (Claim)
An issue that may or may not require a formal corrective actions. Claims differ from complaints in that the customer is asking for resolution that includes some type of financial outlay from XYZ. All claims will be investigated
Customer Feedback (Feedback)
Issues brought to our attention that may present an opportunity for improvement in other areas or with other customers. These items are typically positive feedback items.
Investigation
Performing root cause analysis
 
E

energy

#27
Go Steel

Steel,

I like that. It leaves an option to respond or not. As Michael T. has asked. Who determines? You? You betcha!

:vfunny: :ko: :smokin:
 
M

Michael T

#28
Yeppers!!

Nice definitions, Steel!! They allow the flexibility to act or simply file the info away for future use. Cool tool! :bigwave:
 
J

JodiB

#29
Steel, I really like the addition of "claims", very nice.

We only had the two definitions: feedback and complaints. I think I may add your Claims one....
 

SteelMaiden

Super Moderator
Super Moderator
#30
Hey Guys!

Another new week, I hate Mondays!!!

I hope you can get good use of the definitions. I basically came up with them out of desperation/self preservation. For some reason, I couldn't seem to get anyone thinking beyond "claims", nothing else made any difference to them. If it didn't cost us money, they couldn't understand why we would worry about it. So, we all (sales and financial people) sat down and I explained that it isn't always about money up front. Sometimes the customers perceptions of how we do business (I use the term sometimes very loosely) can affect future business transactions. If we don't get everything right, those customers will say "why buy from them, they can't even get their paperwork right?"

Thanks everyone, it helps me to get some positive feedback!
 
Thread starter Similar threads Forum Replies Date
N Any experience with Registrars that deny Certification to a Registrant? Registrars and Notified Bodies 4
BeaBea Registrars with VAR (Value Added Reseller) experience Registrars and Notified Bodies 8
P List of ISO certificate registrars around the world - ISO certification databases ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
M Canada - Registrars that allow e-auditing for ISO 9001? Registrars and Notified Bodies 4
N I am looking at two Registrars Registrars and Notified Bodies 18
B IATF 16949 - Different Registrars for remote and manufacturing sites? IATF 16949 - Automotive Quality Systems Standard 2
C Changing Registrars Registrars and Notified Bodies 15
julsbear When will registrars begin audits for IATF 16949:2016? IATF 16949 - Automotive Quality Systems Standard 12
R Registrars offering to perform Second Party Audits - Have they failed their role? Registrars and Notified Bodies 105
L Are ISO/TS Registrars also controlled or governed by ISO17021:2011? IATF 16949 - Automotive Quality Systems Standard 3
J What are the steps to transfer TS 16949 certification or switch registrars? Registrars and Notified Bodies 4
B Why don't we have more representation from Registrars at The Cove? Registrars and Notified Bodies 14
G ISO Registrars/CBs citing for use of "Detection" in Risk Management ISO 14971 - Medical Device Risk Management 27
G Are there any ISO registrars that should not be selected and why? Registrars and Notified Bodies 9
J Suspension in OASIS - AS9100 Certification and its Registrars Registrars and Notified Bodies 9
V List of Registrars in Australia Registrars and Notified Bodies 7
S Listings of registrars certified to perform AS9100 audits? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 6
J Registrars Doing Synchronized (Combined) Audits to AS9100 and ISO 13485 Registrars and Notified Bodies 8
Q Global Accreditation Association, Bureau of Registrars Registrars and Notified Bodies 8
G Reporting QMS changes to third party auditors (certification bodies aka registrars) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
D Certification Organizations (Registrars) - Which are good? Registrars and Notified Bodies 16
GStough Verisys Registrars - Interesting Statements on Their Web Site Registrars and Notified Bodies 2
C Changing ISO 9001 registrars (second triennial)? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
C Notified Body References and Reviews - Changing ISO 13485 Registrars EU Medical Device Regulations 8
Q Registrars and Consulting - How far can a registrar go in consulting for a company? IATF 16949 - Automotive Quality Systems Standard 2
T ISO 22000 Registrars in US Registrars and Notified Bodies 11
Sidney Vianna Should Registrars "police" registrants websites? Registrars and Notified Bodies 18
R Requirement to Complete Missing Documentation - Changing Registrars Quality Manager and Management Related Issues 6
N Reputations of ISO 9001 Certifying Bodies (Registrars) - SGS, AJA, BVQI, SAI Global Registrars and Notified Bodies 5
Stijloor Consultants, have you received calls from Registrars lately? Registrars and Notified Bodies 9
X Where to start with ISO 13485 and Registrars near Seattle ISO 13485:2016 - Medical Device Quality Management Systems 2
R Website that lists Certified ISO13485 Registrars ISO 13485:2016 - Medical Device Quality Management Systems 5
G PPAP and IMDS Penalties and Registrars RoHS, REACH, ELV, IMDS and Restricted Substances 16
Q Legitimacy of ISO 9001:2000 Registrars and Certificates Registrars and Notified Bodies 16
N Registrars / Certification Bodies offering consultancy and training services? Registrars and Notified Bodies 17
Wesley Richardson Domain Name Registrars and Hosting Services Solutions After Work and Weekend Discussion Topics 5
WCHorn ISO/IEC 17025 Registrars - I'm confused about "accredited" registrars for ISO 17025 ISO 17025 related Discussions 18
samer What are the most famous registrars (certification bodies) in the world ? Registrars and Notified Bodies 9
Colin Different Methods CBs (Certified Bodies, aka Registrars) use to Report Audit Findings Registrars and Notified Bodies 3
Q Questions about two Certification Bodies (Registrars) Registrars and Notified Bodies 8
Sidney Vianna Are Unethical Registrars a Small Minority of the Registration Community? Registrars and Notified Bodies 48
L Audit Logs - What do you do when registrars ask for them? General Auditing Discussions 10
R Chinese Registrars: CQM Registrars and Notified Bodies 5
A Is there any kind of Ranking available for selecting the Registrars? Registrars and Notified Bodies 31
Sidney Vianna Article on concerns over price pressure effects on to Registrars Registrars and Notified Bodies 2
Q Looking for Names of Registrars in SE WI Registrars and Notified Bodies 11
P Can I have 2 certificates under 2 different registrars for ISO 9001:2000? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
C Which registrars require suppliers to have a TS 16949 requirements waiver? Supplier Quality Assurance and other Supplier Issues 26
B Perry Johnson Registrars - TS 16949 Registrar Qualification Registrars and Notified Bodies 40
Paul Simpson Accreditation of TS 16949 registrars controlled by the IATF? Registrars and Notified Bodies 10

Similar threads

Top Bottom