What is a Customer Complaint? (ISO 9001:2015)

Alpine

Involved In Discussions
#1
Hi:bigwave:, I know this will seem like a silly question but here goes. I work for a company that designs, manufactures and then services a product. The product has a warranty period.

Is a customer complaint, any issue that comes in under warranty?

Or can they also be indirect i.e. issues that arise that come via the Technical Service team or the Service Managers?

One of the struggles I have had here is that there are multiple entry points when issues arise, and it makes it difficult to manage from a quality stand point. The quality team do not always get told of problems they just get fixed and it is very ad hoc when we do. Interested in people's thoughts on this.:thanx:
 
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somashekar

Staff member
Super Moderator
#2
Hi:bigwave:, I know this will seem like a silly question but here goes. I work for a company that designs, manufactures and then services a product. The product has a warranty period.

Is a customer complaint, any issue that comes in under warranty?

Or can they also be indirect i.e. issues that arise that come via the Technical Service team or the Service Managers?

One of the struggles I have had here is that there are multiple entry points when issues arise, and it makes it difficult to manage from a quality stand point. The quality team do not always get told of problems they just get fixed and it is very ad hoc when we do. Interested in people's thoughts on this.:thanx:
Hi..
You are just mentioning about a gap analysis in your process interactions.
Anything that your customer raises must be analysied if it is a complaint needing a correction / corrective action / or just a response to clear the air.
So it needs a process that will considers inputs (customer issue) from all sources and then the same gets addressed as the case may be and all gets recorded suitably.
Can you drive this process to happen within your organization and then test it (audit) for its suitability and effectiveness....
 

Alpine

Involved In Discussions
#3
Hi..
You are just mentioning about a gap analysis in your process interactions.
Anything that your customer raises must be analysied if it is a complaint needing a correction / corrective action / or just a response to clear the air.
So it needs a process that will considers inputs (customer issue) from all sources and then the same gets addressed as the case may be and all gets recorded suitably.
Can you drive this process to happen within your organization and then test it (audit) for its suitability and effectiveness....
What I've been thinking is asking (I) "Is it a design related/technical issue?" or is it a (II) "error originating at the manufacturing plant" with (I) it is a warranty and goes via that process and with (II) it would be a complaint that would go via a different process. We track warranty by failure mode and various design changes and corrective actions occur as a result. With the manufacturing plant originating errors, it is very adhoc, so I'm thinking if we make the two types clear, we can also inject some discipline as to how plant originating errors are documented and also capture the actions that come from them. Does this make sense?
 

somashekar

Staff member
Super Moderator
#4
What I've been thinking is asking (I) "Is it a design related/technical issue?" or is it a (II) "error originating at the manufacturing plant" with (I) it is a warranty and goes via that process and with (II) it would be a complaint that would go via a different process. We track warranty by failure mode and various design changes and corrective actions occur as a result. With the manufacturing plant originating errors, it is very adhoc, so I'm thinking if we make the two types clear, we can also inject some discipline as to how plant originating errors are documented and also capture the actions that come from them. Does this make sense?
It certainly makes, if it addresses your situation (context) and you are able to train your people and make it work effectively for you. You always have the opportunity to fine tune as you progress..... Good luck
 

Alpine

Involved In Discussions
#5
Thanks again, I work mostly on my own, and one of the many things I love about this forum is the opportunity to bounce of people. It makes challenges seem that little bit easier.
 

qualprod

Trusted Information Resource
#6
If is under warranty, it seems it is a no conformity.
But first, what you promised to your client? The complaint has to be based on which you offered to your client, additionally, the complaint is a signal of an unsatisfactory service in attentions or bad product .
Have a robust complaint system to manage the complaints, so that they can be treated properly
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#8
is a customer complaint, any issue that comes in under warranty?
Interested in people's thoughts on this.:thanx:
For a customer-centric organization, the issue SHOULD NOT BE if something is a complaint or feedback.

Any organization that has the potential for multiple customer contact streams HAS TO create a culture where customer feedback (positive and negative) is captured and processed, data is captured, aggregated and analyzed.

Over and over again we hear "how difficult" it is for organizations to have customers responding to satisfaction questionnaires. Don't waste any customer feedback. Cherish and seize them.
 

Alpine

Involved In Discussions
#9
I agree and I action and swiftly everything I here about. My issue is getting the business to understand we need to be consistent and log everything
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#10
we need to be consistent and log everything
Be careful in adding more responsibilities to other people in the organization, when they are already too busy.

The customer feedback needs to be captured. By whom, is a different story. In my experience, the CRITICAL ASPECT is for whomever has a "touch point" with a customer, to be indoctrinated in the importance of channeling the customer feedback to an appropriate function/department/person.

What I am saying is: maybe the logging of the feedback should not be done by the same person receiving it.
 
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