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CUSTOMER COMPLAINTS

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CUSTOMER COMPLAINTS Powered By Docstoc
					Prepared By:      Richard J Joyce                 Document No.     QAP007
Approved By:                                      Revision:        3
Date:                                             Page:            1 of 4
                                                  Procedure:       Client Complaints
                FOR INFORMATION ONLY



PURPOSE:              The purpose of this procedure is to;
                         (i)    Define the steps to be followed in recording and analysing Client
                                Complaints, and
                         (ii)   To outline the methods of ensuring that any necessary corrective
                                action is implemented.

SCOPE:                This procedure applies to all written Client Complaints received in
                      Environmental Engineering Limited.


RESPONSIBILITY:
              It is the responsibility of the Quality Manager (or designee), to ensure that the
              requirements of this procedure are adhered to.

REFERENCES:           QAP015      Corrective Action Procedure
                      OPS010      Client Complaint Form
                      OPS011      Client Complaint Log


PROCEDURE:

1.0      All Client Complaints received by Environmental Engineering Limited shall be directed to
         the Project Manager or Discipline Engineer overseeing the project or job number in which
         the complaint is directed.

2.0      Complaints, which are not job related, shall be directed to the Quality Manager.

 3.0     A complaint number shall be assigned by quality for each new complaint received and the
         complaint log updated (Ref:Ops011).

4.0      The Recipient of the complaint shall ensure the Client Complaint Log (Ref: OPS011) is
         updated by the quality manager. The log shall be held centrally by quality.

5.0      Upon receipt of a new complaint a Client Complaint Form shall be completed
         (Ref:OPS010). The date of the event/complaint occurring,       the     date    reported    to
         Environmental Engineering Limited, the actual Client name and address, and events which
         led to complaint. A detailed description of the complaint including references to appropriate
         documentation shall be recorded.

6.0         The complaint details shall be reviewed for validity and the action taken to satisfy the
            complaint shall be to a degree appropriate to the magnitude of the complaint.

7.0      The person responsible for investigating the Complaint (depending on the nature of the
         complaint) shall decide what action is to be taken on the Complaint. These actions shall
         be logged on the Customer Complaint form.



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Prepared By:      Richard J Joyce                 Document No.       QAP007
Approved By:                                      Revision:          3
Date:                                             Page:              2 of 4
                 FOR INFORMATION ONLY             Procedure:         Client Complaints


8.0      The investigation shall be carried out and the investigation details shall be recorded on the
         client Complaint Form by the person handling the complaint (or designate). If the decision is
         taken not to investigate the complaint, the rationale for this decision shall be recorded in the
         Client Complaint Form.

9.0      The Quality Manager shall ensure that Corrective Action is implemented where applicable.
         The corrective action shall be implemented in accordance with the requirements of the
         Corrective and Preventive Action Procedure (Ref: QAP015).

10.0     When the Quality Manager is satisfied that the complaint has been addressed and that any
         required corrective action has been taken, the complaint shall be closed.

11.0     The Quality Manager shall complete the final comments section on the form and shall ensure
         that the necessary action(s) to close out the Client Complaint has been taken.

12.0     All Client Complaints shall be closed in accordance with the requirements of this Quality
         Assurance Procedure. A Client Complaint Log (Ref:OPS011) shall be maintained by
         Quality to monitor client complaints. The target closure date for all complaints, which are
         actioned, shall be three weeks. In instances where a Corrective Action Request (CAR) has
         been issued, the target date may not be achievable. In such cases, the closure date for the
         C.A.R. shall become the due date for the closure of the complaint.

13.0     Fig.1 shows the process by which client complaints are handled.




D:\Docstoc\Working\pdf\2babb107-cc7d-4d21-8675-f8ebfe68d6d1.doc
Prepared By:      Richard J Joyce                 Document No.         QAP007
Approved By:                                      Revision:            3
Date:                                             Page:                3 of 4
                  FOR INFORMATION ONLY            Procedure:           Client Complaints
                FOR INFORMATION ONLY




            Fig.1                    CLIENT COMPLAINT PROCESS
                                            QAP007 Client
                                            Complaint Procedure


                                            Client Complaint
                                            (3wks to close)

                                         Yes/no                   Yes/no



                      Project specific                                        Non-Project Specific




                      Project Engineer/                                       Quality Manager
                      Manager




                                               Ops010 Client Complaint
                                               Form completed




                                                  Complaint No.
                                                  Assigned by Q.A




                                               Complaint Log updated
                                               By Q.A



                                               Level of Investigation
                                               To be commensurate with
                                               The Magnitude of
                                               Complaint


                                            Level of Corrective Action
                                            To be agreed with
                                            Quality Manager




D:\Docstoc\Working\pdf\2babb107-cc7d-4d21-8675-f8ebfe68d6d1.doc
Prepared By:      Richard J Joyce                 Document No.       QAP007
Approved By:                                      Revision:          3
Date:                                             Page:              4 of 4
                                                  Procedure:         Client Complaints


                          PROCEDURE REVISION HISTORY RECORD

REASON FOR CHANGE                                                 APPROVED        DATE       REV

Initial Release                                                   Brian Moran     10-10-97   1

Procedure updated to reflect changes in related quality    Brian Moran            22-11-97   2
system Documentation which included the addition of a flow
chart. Procedure re-released.

Procedure updated to indicate that only Complaints received Richard J Joyce       14-01-00   3
in Written format is to be dealt with using this clients
complaints procedure (QAP007).




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