Too many customer complaints

Graciel

Involved In Discussions
#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).
 
Elsmar Forum Sponsor

Johnny Quality

Quite Involved in Discussions
#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

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

Graciel

Involved In Discussions
#5
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?
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

QA RA Small Med Dev Company
Staff member
Super Moderator
#6
I'm replacing a person who went to another area.
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

Super Moderator
#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

Haste Makes Waste
#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.
 
Thread starter Similar threads Forum Replies Date
T Too many NC's/ Deviations and CAPAs galore Nonconformance and Corrective Action 10
D IATF 16949: Do we have too many processes? Are they all the same? Registrars and Notified Bodies 7
C How to Write Procedures without too many Details ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 17
L How to deal with too many CARs (Corrective Action Requests), PARs (Preventive Action) Nonconformance and Corrective Action 25
C ARGH Too Many Internal Audits Internal Auditing 22
Q Issuance of Corrective Action - Too many related to safety ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
Sidney Vianna Too many competing schemes for "approval of responsible recyclers"? ASQ, ANAB, UKAS, IAF, IRCA, Exemplar Global and Related Organizations 0
J How to know how many procedures are too many? Document Control Systems, Procedures, Forms and Templates 7
P Too Many purchasing/supplier procedures How do I fix them? Document Control Systems, Procedures, Forms and Templates 6
M Do we have too many operational procedures and are they too long? ISO 13485:2016 - Medical Device Quality Management Systems 7
J Documentation to Flow Chart - Too many documents Document Control Systems, Procedures, Forms and Templates 6
I Do I have too many ISO 9001 procedures? Document Control Systems, Procedures, Forms and Templates 24
S Too many different types of audit!!! General Auditing Discussions 4
S How too Bulk data upload on EUDAMED EU Medical Device Regulations 5
I How to determine "generic/me too" device? Japan Medical Device Regulations 0
A MDR requirement where unit of use packaging is too small for UDI carrier EU Medical Device Regulations 1
C CMM Granite too hard General Measurement Device and Calibration Topics 4
M Do I Expect Too Much of Job Candidates? Career and Occupation Discussions 33
M Informational From RAPS – Another Notified Body Bows Out Ahead of EU MDR: ‘Investment Too High’ Medical Device and FDA Regulations and Standards News 2
M Informational FDA Panel: Too early to pull textured breast implants over cancer risk, need more data Medical Device and FDA Regulations and Standards News 0
F Looking for a Japan MAH recommendation that is not too expensive Japan Medical Device Regulations 6
S FDA Inspections and Pest Control - Pallets too close to walls 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 15
L Nonconformity's risk is too low, so don't report it? General Auditing Discussions 25
O Is the Quality Objective for Company-wide Training as >90% too high? Training - Internal, External, Online and Distance Learning 4
J Thread Gauge Calibration Failure for Pitch Diameter being too large General Measurement Device and Calibration Topics 3
K Too Simple an Internal Audit Check Sheet? Internal Auditing 10
GStough Rejecting a Supplier's Corrective Action Plan When It's Too Weak Supplier Quality Assurance and other Supplier Issues 22
B Is the ISO 13485 auditor being too picky concerning CMDCAS? ISO 13485:2016 - Medical Device Quality Management Systems 5
J Sourcing a Sterile Product - Asking for supplier for too much regulatory stuff? 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 2
Q Reduced Device License Fee was rejected for being sent in too early Canada Medical Device Regulations 2
N Calibration Lab unable to issue Accredited Certificate when error is too high? General Measurement Device and Calibration Topics 3
H "Too little" variation in gage R&R Gage R&R (GR&R) and MSA (Measurement Systems Analysis) 2
J ISO13485 File-Index getting too large Document Control Systems, Procedures, Forms and Templates 2
N Boss is too hard on me.... Career and Occupation Discussions 48
Sidney Vianna The frequent flyers that flew too much... Unlimited AAirpass Coffee Break and Water Cooler Discussions 11
B Management Review Meetings too Long - How to Shorten and Improve Effectiveness Management Review Meetings and related Processes 7
B NAFTA Requirements - Finished Product or Materials/Parts from Suppliers, too? RoHS, REACH, ELV, IMDS and Restricted Substances 2
A When a Company is Too Big for Quality Service Industry Specific Topics 20
Q Document Control Procedure - Too much detail? Document Control Systems, Procedures, Forms and Templates 8
G Histogram Interpretation when a process is "running too high" or "running too low"? Quality Tools, Improvement and Analysis 4
somashekar Too much data, Too little analysis - Manual Stages Assembly Shop Data Collection Quality Tools, Improvement and Analysis 2
B Can the Variation on Data be too small in a Variables Data Gage R&R Study Gage R&R (GR&R) and MSA (Measurement Systems Analysis) 4
A Customer SQE - Within Specification but too much Variance Customer Complaints 7
A What to do when customer requirements are too much? Quality Manager and Management Related Issues 29
A Are Risk Analysis Studies required only for devices, or other processes too? ISO 13485:2016 - Medical Device Quality Management Systems 11
R MSDS Sheets for Products - How much is too much - Or is there ever too much? Occupational Health & Safety Management Standards 12
BradM Definitely too old to Trick or Treat Funny Stuff - Jokes and Humour 0
Jim Wynne Is this ISO 9001 Registration Scope Statement Too Vague? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 19
J Late CA (Corrective Action) excuse or I'm too important or no response Nonconformance and Corrective Action 19
4 Change Control Systems - How much is too much? Document Control Systems, Procedures, Forms and Templates 10

Similar threads

Top Bottom