QA Manager is responsible for handling customer complaints. The complaint may be related to the following cases:
- Non-conforming fabrication
- Poor Packing and Shipment
- Late delivery
- Late response
- Any other problem
Also, we receive the complaint by email or letter. It is also communicate through telephone or personal visit to the client. Further, QA Manager enters the complaint in the CCL Sheet (Customer Complaint Log Sheet). QA Manager reviews the nature of the complaint and takes immediate remedial measures.
Corrective Actions on Customer Complaints
QA Manager then initiates a Corrective Action Request (CAR) on the complaint, investigates the root causes of the complaint with the concerned person, proposes a corrective action, assigns a target date for implementation of corrective action, and documents the root causes and corrective action on CAR.
MR/GM approves the CAR, after that QA Manager sends a copy of the CAR to the customer for their evaluation. On the assigned date, QA Manager follows up on implementing corrective action. If there is enough objective proof that the corrective action was done correctly, he closes the CAR. If the corrective action hasn’t been taken yet, he looks at what caused the delay and sets a new deadline for it to be done. Further, if you want to know more about corrective action strategy, please contact us.