Too many customer complaints

G

Graciel

Involved In Discussions
#1
#1
I recently started at a new job and the procedure to treat the NCR (non conformity report) sent by the quality technical assistant who stays inside the customer facility, is 9 days, with a 8D. When this assistant send the NCR, I have 9 days to treat each one with an 8D which requires calling a multifunction team to analyze. But ..... Per day sometimes they send 5 NCR. Do you guys have a tip to stay on time with this type of workload? (And this is not the only activity my position perform per day).
 
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J

Johnny Quality

Quite Involved in Discussions
#2
#2
Graciel,

Why do you have only 9 days? Is that to finish the 8D to D8? Is it 9 working days?

Why are you being given so many NCR's? Are they all justified? Do they all have a common underlying cause?
 
Ed Panek

Ed Panek

QA RA Small Med Dev Company
Leader
Super Moderator
#3
#3
Is this a new position within the company or are you replacing an employee who quit/was fired?
 
G

Graciel

Involved In Discussions
#5
#5
Johnny Quality said:
Graciel,

Why do you have only 9 days? Is that to finish the 8D to D8? Is it 9 working days?

Why are you being given so many NCR's? Are they all justified? Do they all have a common underlying cause?
Click to expand...
It's an internal procedure. It's a target to send the whole 8D completed.

The NCR are sent by the technical assistant for several complaints. At this point, I'm just learning about the product and manufacturing process.

Yes, for what I saw they have many complaints that are repeated.

Thanks.
 
Ed Panek

Ed Panek

QA RA Small Med Dev Company
Leader
Super Moderator
#6
#6
Graciel said:
I'm replacing a person who went to another area.
Click to expand...
I would talk to this person for advice first.

Second, treat this like any other system analysis. If you had a machine that output X units of work a day and the complaint is that there were not X+1 units of work produced; what is the root cause? Most ISO standards require adequate training, education, and time (Resources) to perform each function of the QMS.

Also, if its a known complaint problem and it's been investigated there is no reason to reinvestigate (unless you have it corrected)
 
Randy

Randy

Super Moderator
#9
#9
Hey here's the deal, look for commonality in those complaints and tell whoever has the most to clean up their act and improve quality............ I come in and see multiple complaints with common cause and no action to effectively correct and prevent recurrence of that cause there most likely would be another nonconformity to put to your corrective action process to work, and trust me, the level of nonconformity would probably get a "High" level of attention really fast.

Something else is probably broke to begin with.
 
Johnnymo62

Johnnymo62

Haste Makes Waste
#10
#10
What Randy said.
Effective corrective action is important for elimination of repeating problems.
In the beginning of the 8D process, not finding the real root cause can cause ineffective correction.
At the end, the actions put in place aren't good enough or not being used properly.

I'll never forget my big 3 automotive customer's outrage when I told them the 8D is just a tracking tool and doesn't really find the root cause or much else useful.
 
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