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    Customer

    Uploaded by

    Mahmoud Khalifa
    This document outlines the corrective action process for external rejections or customer complaints at KML. It details the steps to be taken including immediately contacting the customer, analyzing the rejections, identifying the root cause, evaluating and implementing actions, documenting the actions, and extending the actions to similar areas. The goal is to correct and improve products/processes in response to customer feedback. Key personnel such as supervisors, executives, and HODs are responsible for carrying out the corrective action process using tools like Why-Why analysis, action plans, poka-yoke, and by updating relevant documents.

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    Customer

    Uploaded by

    Mahmoud Khalifa
    167 views5 pages
    This document outlines the corrective action process for external rejections or customer complaints at KML. It details the steps to be taken including immediately contacting the customer, analyzing the rejections, identifying the root cause, evaluating and implementing actions, documenting the actions, and extending the actions to similar areas. The goal is to correct and improve products/processes in response to customer feedback. Key personnel such as supervisors, executives, and HODs are responsible for carrying out the corrective action process using tools like Why-Why analysis, action plans, poka-yoke, and by updating relevant documents.

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    Customer Complaint

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    This document outlines the corrective action process for external rejections or customer complaints at KML. It details the steps to be taken including immediately contacting the customer, analyzing the rejections, identifying the root cause, evaluating and implementing actions, documenting the actions, and extending the actions to similar areas. The goal is to correct and improve products/processes in response to customer feedback. Key personnel such as supervisors, executives, and HODs are responsible for carrying out the corrective action process using tools like Why-Why analysis, action plans, poka-yoke, and by updating relevant documents.

    Copyright:

    © All Rights Reserved
    Download as XLS, PDF, TXT or read online from Scribd
    Download as xls, pdf, or txt
    167 views5 pages

    Customer

    Uploaded by

    Mahmoud Khalifa
    This document outlines the corrective action process for external rejections or customer complaints at KML. It details the steps to be taken including immediately contacting the customer, analyzing the rejections, identifying the root cause, evaluating and implementing actions, documenting the actions, and extending the actions to similar areas. The goal is to correct and improve products/processes in response to customer feedback. Key personnel such as supervisors, executives, and HODs are responsible for carrying out the corrective action process using tools like Why-Why analysis, action plans, poka-yoke, and by updating relevant documents.

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    You are on page 1of 5

    Rev.No.

    01 Date: 10-08-04
    KML CORRECTIVE ACTION - EXTERNAL REJECTION(CUSTOMER COMPLAINT) KMP-10B
    PAGE NO.3 of 5

    WITH WHO?
    WITH WHAT? (COMPETENCE/SKILLS/TRAINING)
    (MATERIALS/EQUIPMENT)
    1. All Operators,Supervisors and
    1.Plant machineries and Executives
    Infrastructure 2. All HODs

    INPUTS OUTPUTS

    1. External rejection details.


    2 Rejection samples. CORRECTIVE ACTION
    1.Corrected and improved
    3.Customer feed back. -EXTERNAL REJECTION products/processes
    INPUTS OUTPUTS
    (Customer complaint)
    KMP-10B

    HOW? MP/CP
    (PROCEDURES/METHODS/ (PERFORMANCE INDICATORS)
    TECHNIQUES)

    1. Control of non conforming Refer BMS control plan


    process-KMP-10
    2. New product development
    procedure.KMP-04
    3.Manufacturing process SOPs
    4. Final Inspection-KMP-09-01

    PREPARED: REVIEWED : APPROVED :


    CORRECTIVE ACTION -EXTERNAL REJECTION Rev.No 01
    KAR MOBILES LIMITED (CUSTOMER COMPLAINT)-KMP-10B
    Rev.Date : 8/10/2004
    PROCESS OWNER - ALL HOD ' S Page 4 of 5
    Sequence of Interface of Process / Documents / Records
    S.No. Flow
    Activity Responsibility
    Reference procedure
    Details
    Generated

    START

    Receive rejection details from the external Use customer complaint


    1 customer ALL - HOD Control of non details for analysis 1.Customer complaint /

    conforming product feedback form

    KMP-08-06

    Immediately contact the customer HOD - QA ------- Use the details and samples Initial reaction time trend

    within 24 Hrs to dicuss about the nature sent by the customer for

    of problem discussion.

    2 Analyse rejections. All supervisors & Rework-SOP-QAD-04 1. Rejection data

    executives 2. PFMEA report 1.Customer complaint /

    3.Control plan feedback form

    4. SOP 2..Non conformity reports

    5. Process validation report KM-246

    3 Identify root causes All supervisors & Control of non Use Why Why analysis to Why Why Analysis sheet

    executives conforming product identify the root cause KM-267

    KMP-08-06 or based on past Experience

    Brain storm with relevant

    personnel

    Send the identified root cause to the HOD -QA ------ Use containment action Containment action trend

    customer within 2 weeks details


    A
    A
    CORRECTIVE ACTION-EXTERNAL REJECTION Rev.No 01
    KAR MOBILES LIMITED (CUSTOMER COMPLAINT)-KMP-10B
    Rev.Date : 8/10/2004
    PROCESS OWNER - ALL HOD ' S Page 5 of 5
    Sequence of Interface of Process / Documents / Records
    S.No. Flow
    Activity Responsibility
    Reference procedure
    Details
    Generated
    A

    4 If root cause not obtained -do- ------ ------ ------

    Evaluate actions for the identified root All supervisors & Control of non ------ Action plan

    5 causes. executives conforming product (3w+1H) KM-273

    KMP-08-06

    Implement actions& Install Error proof All supervisors & Control of non 1. Tool change frequency. 1. Poka Yoke

    6 devise, wherever appropriate executives conforming product 2. Maintenance frequency. 2.Kaizen-KM-241

    KMP-08-06 3.New inspection parameter

    4. New test method

    5. Inspection frequency

    8 Document actions & update relevant -do- Document contlrol Update the details in 1. TGR/TGW-KM-262

    documents KMP-14 Contlrol plan,SOP, TGW, etc. 2.Kaizen-KM-241

    9 Extend actions taken to other similar -do- -do- Horizontally replicate to all 3.FMEA-KM-266

    areas. the applicable areas.

    10 Revisit PFMEA,SOP or control plan if NPD-CFT ------- Update the documents and 1. FMEA-KM-266

    required. issue 2. SOP

    3. Control plan-KM-201

    11 Update/issue new document NPD-CFT ------- ------- -----

    End
    End

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