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Beth Workman
Our Quality System resides within a small company manufacturing medical device components rather than finished devices. I have recently been having a discussion with management regarding our complaint system.
Our issue is that we have limited resources to allocate to every possible customer issue that could be a complaint and need to hash out the details of what is important and relevant to the business and improvement vs technically what should be captured and how.
Potential types of complaints:
Can anyone point give me some tips or point me to a good resource for lean complaint handling?
Thanks!
Our issue is that we have limited resources to allocate to every possible customer issue that could be a complaint and need to hash out the details of what is important and relevant to the business and improvement vs technically what should be captured and how.
Potential types of complaints:
- Paperwork incorrect or missing
- Customer has an issue with an aspect of the parts that was not specified in the order but that is either unappealing or does not work for their use
- (-Parts were ordered and made of a certain material, with certain dimensions, but the customer contacted us about the clarity, which came as a result of the material requested, customer kept and used parts)
- Customer identifies nonconforming parts
- Customer has an issue with documentation, or parts that is reviewed by our team and determined to be unfounded.
Can anyone point give me some tips or point me to a good resource for lean complaint handling?
Thanks!
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