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  ISO 9001/4:2000
  Combining CA/NCP/Customer Complaint Documentation

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Author Topic:   Combining CA/NCP/Customer Complaint Documentation
ISO in Baltimore
Lurker (<10 Posts)

Posts: 7
From:Baltimore, MD, USA
Registered: Jun 2001

posted 01 August 2001 04:10 PM     Click Here to See the Profile for ISO in Baltimore   Click Here to Email ISO in Baltimore     Edit/Delete Message   Reply w/Quote
Does anyone have any suggestions/feedback/advice on combining Corrective Action, Nonconforming Product and Customer Complaint information onto one record? I work for a commercial moving and storage company where 99% of the time, nonconforming service we provide to a customer generates a customer complaint which in turn generates a corrective action request. It only makes sense for us that we would capture this information on one record instead of generating 3 seperate records. Just wondering if anyone out there has tried this approach.

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David Mullins
Forum Contributor

Posts: 284
From:Adelaide, South Australia, Australia
Registered: Nov 1999

posted 01 August 2001 08:09 PM     Click Here to See the Profile for David Mullins   Click Here to Email David Mullins     Edit/Delete Message   Reply w/Quote
Hi,
I've only ever used one form to record all this information. Compliments, complaints, suggestions, improvements, safety hazards, workplace accidents, nonconforming product, lost equipment, process failures, material failures, etc, etc.
To be effective, you then need to categorise the types of report. This allows for trend analysis, pareto analysis, etc.

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ISO in Baltimore
Lurker (<10 Posts)

Posts: 7
From:Baltimore, MD, USA
Registered: Jun 2001

posted 02 August 2001 08:32 AM     Click Here to See the Profile for ISO in Baltimore   Click Here to Email ISO in Baltimore     Edit/Delete Message   Reply w/Quote
Thanks! Just wanted to make sure I wasn't out in left field!!

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CarolX
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Posts: 124
From:Illinois, USA
Registered: Jun 2000

posted 02 August 2001 10:19 AM     Click Here to See the Profile for CarolX   Click Here to Email CarolX     Edit/Delete Message   Reply w/Quote
Hello ISO in Baltimore,

I use a combined form. It is 2 sided. First side is the non-conforming material report with a box to identify where the problem was discovered (i.e. incoming inspection, final inspection or customer return). The back side of the form is the corrective action report. Works pretty well for us.

Good Luck,
CarolX

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lou hannigan
Lurker (<10 Posts)

Posts: 6
From:wayne nj usa
Registered: Jan 2000

posted 02 August 2001 10:59 PM     Click Here to See the Profile for lou hannigan   Click Here to Email lou hannigan     Edit/Delete Message   Reply w/Quote
It is a good idea to enable similar sources of nonconformities to be documented on one medium. Even better when you can categorize the sources.

For customer complaints - couple of ideas. Firstly, customer complaints may be unjustified. They will be dutifully recorded on the nonconformity or corrective action document and, for the sake of goodwill a "corrective action" or apology issued, but it should be recognized that the complaint is not necessarily a nonconformity.

Secondly, the medium should include the customer input, as applicable, for the investigation into the cause of the complaint and the acceptance of the corrective action.

Are you thinking of putting the document and the information on a database?

Good luck.

Lou

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ISO in Baltimore
Lurker (<10 Posts)

Posts: 7
From:Baltimore, MD, USA
Registered: Jun 2001

posted 03 August 2001 10:02 AM     Click Here to See the Profile for ISO in Baltimore   Click Here to Email ISO in Baltimore     Edit/Delete Message   Reply w/Quote
Thanks for the advice on customer complaints.

I think the only really effective way to store and track this information is in a database. Intially I think we will just have to re-enter the information from the form into the database. Hopefully one day we will get sophisticated enough that the form will automatically feed the database but this may take some time.

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