posted 29 April 2001 05:55 PM               

A customer calls and and says the product is great but they would like to see you change it a little not a major change just a minor change, like make it a little longer, but that they love it and are still goning to keep buying it.

I say that it is customer feedback, or maybe even design input and should be reviewed or handled that way.

Now the QA manager of this facility says that it is a complaint and should be handeled in that matter.

I suppose you could make a valid argument either way, but I lean towards feedback, and using it a design input and when they have the design review consider it and say yes or no about changing the product. I would look at how many other customers feel the same way. Thats where Marketing would come in and call customers and see what they say. If enough would like it changed then change it. Or you could design a new product for this particular customer and Market a new product. But is it really a complaint since it does what it is intended to do and they are going to keep buying it even if you dont change it? Yes the change would make them happy, but what about all the other customers.

posted 29 April 2001 06:04 PM               

I'm with you. It sounds as though you are making a product to agreed specifications and the customer wants to improve upon their approved design.

Not a corrective action, you have not made out of spec. product.

Sounds like your customer should request a change and thereby go through the contract review process and its outcome, a new PPAP.

I won't even go into why the QM thinks it is a CA!

(Specs Howard School Of Quality Management!)

MHO

posted 29 April 2001 09:00 PM               

If you treated this as a complaint, and took corrective action on the length of the component, you may well get complaints from other customers who are happy with your length (I think there's a joke here, but I'll stay away from it).

If your product conforms to drawings and specifications then it is definitely just an informal customer request.

You can always follow the path that the QM suggests, then see what comes of it. Then you can prove to the QM that his/her interpretation was clearly wrong.

What you don't tell us is WHY the QM thinks it is a complaint ..... that I'd like to know!

posted 30 April 2001 08:21 AM               

We received product from our customer to use in making thier product that was bad. We have a system for handling bad product from customers using a NCMR, which notifys them of what the problem was and what we had to do, and what would they like us to do with it. The QM thinks it appropriate to send them a Corrective Action. I just slap my head and say why? I am given no reason. I am thinking to myself what are your trying to tick the customer off. Use our system of reporting bad materials from the client and let them no if it continues we are going to have to charge for the additional inspection that we are doing, but this is a problem they have to fix on their end with their supplier.

posted 30 April 2001 12:16 PM               

Where would the afore mentioned QM stop with something like that? If the customer thought the device would be prettier if it were a lighter shade of blue, would that be a complaint?

posted 01 May 2001 04:35 PM               

Any QM who would advocate sending a customer a CA should be shot (or at least would have been in the companies I've worked in!). There's only ONE person in the organization who can tell a customer to take a hike...and that would be the President.

As an auditor, I think I'd question commitment to "customer focus" if I found a CA issued to a customer.

By the way...in response to the first post...
This is definitely feedback (not a complaint)that should be addressed as a suggested design improvement.

posted 02 May 2001 09:01 AM               

Dan says;
"Any QM who would advocate sending a customer a CA should be shot (or at least would have been in the companies I've worked in!). There's only ONE person in the organization who can tell a customer to take a hike...and that would be the President."

posted 02 May 2001 08:30 PM               

I see your point, and I must admit there have been times that I've been tempted to send a CA out to a customer. But I philosophically argue that it would be a slap in the face. I tend to approach the customer issues using other vehicles...receiving inspection, contract review, etc. Play the cards that are dealt by being the customer's "partner" rather than a cop. When being a "partner" becomes an extensive job, I'd turn it over to the boss...let him deal with it.

Sorry, but in my school customer issues transcend the quality system and become a business decision left for the Big Guy.

posted 02 May 2001 09:23 PM               

DAN: "customer issues transcend the quality system"

ISO 9001:2000 "This International Standard specifies requirements for a quality management system where an organization:
a) needs to demonstrate its ability to consistently provide product that meets customer and applicable regulatory requirements, and
b) aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirements."

If customer issues aren't an intrinsic part of a quality system (remember ISO 9001:2000 states that the management rep's responsibilities include "ensuring the promotion of awareness of customer requirements throughout the organization") then I'm the Pope and you may kiss my ring.

I'm sure the "big guy" wonders why he has a quality manager when he gets dragged into a debate over a quality issue!

Sorry Dan, I get a bit wound up sometimes (translation - often).