I guess to give you a bit of background, let me repeat a comment I posted in another thread:
In our company there is discussion about where does the Returns and Repairs process belong (in customer support, logistics, sales). There is a tendency to view the RMA process itself as a system level process that needs to be ran by a quality employee. Isnt it common to have this type of "after market" process come in from the customer support and have the paperwork and overall coordination stay with the operations team in customer support while other sub-processes get called to perform their part, i.e. diagnose and repair, replace and ship or dispose, or CAPA?? Where does the returns process belong? It is an End-to-end process? it is an operations process or an oversight process? should returns be treated together with repairs or separately? It is embeded inside the complaints handling process?
I guess my understanding would be rather that the complaint management is a quality driven, system level process and the returned products get channeled to this process if within warranty or non-conforming and otherwise they get routed to a non-quality operational service process, where regular products come in to be repair or overhauled for any other reason besides NCs and Warranty claims.
In our company there is discussion about where does the Returns and Repairs process belong (in customer support, logistics, sales). There is a tendency to view the RMA process itself as a system level process that needs to be ran by a quality employee. Isnt it common to have this type of "after market" process come in from the customer support and have the paperwork and overall coordination stay with the operations team in customer support while other sub-processes get called to perform their part, i.e. diagnose and repair, replace and ship or dispose, or CAPA?? Where does the returns process belong? It is an End-to-end process? it is an operations process or an oversight process? should returns be treated together with repairs or separately? It is embeded inside the complaints handling process?
I guess my understanding would be rather that the complaint management is a quality driven, system level process and the returned products get channeled to this process if within warranty or non-conforming and otherwise they get routed to a non-quality operational service process, where regular products come in to be repair or overhauled for any other reason besides NCs and Warranty claims.
but for fun today, see