Customer service receives the customer complaint information, and immediately informs the production department and the quality department. (Immediate implementation of the customer complaint plan)
Outbound
The quality department communicates with the customer in the first instance that
Confirmation includes information such as model, quantity, current status, lot, and defect rate.
Internal
Conduct customer complaint meetings based on customer complaint information
① Confirm that the same problem exists in the inventory;
② Identify customer complaint points in semi-finished products, work-in-progress, and during transportation；
③ Analyze the initial causes of customer complaint issues and interim improvement measures；
④ Replenishment or exchange of goods in response to this customer complaint。
Quality Engineer
Call the relevant department heads to analyze the root causes of defects, which can be done by 5Y analysis or fishbone diagram, etc.
Responsible department heads
Identify the root causes of defects and the corresponding permanent corrective actions and train all relevant employees;
Credited to the responsible person's performance for the month
Implementation of permanent corrective measures
Incorporate permanent corrective actions into relevant procedural documents, operating instructions, etc. and train relevant personnel
Closure of customer complaints:
The Quality Engineer prepares an 8D report and collates and submits the relevant evidence to the client (if required), with copies on file.
