Customer Complaint countermeasure effectiveness audit -2020-21

Customer Complaints Details Audit of Implemented Corrective actions

S. CQPR PART NAME Sep-21 Oct-21

REPEAT
(Y/N)
Rec REPORTED REJ INTERIM CONTAINMENT ACTION / CORRECTIVE ACTION/
CUST. TIME PROBLEM REPORTED ROOT CAUSE
Mont QTY OBSERVATIONS IMPLEMENTATION Once in Once in Once in Once in
NO DATE PART NO.
h '1-15 Days '16-30Days '1-15 Days '16-31 Days

1. Poka Yoke check before starting

filling in barrel
2.Marking of serial no on each
barrells started.
Mr. Guganathan Visited TKM on
HIGHER MOISTURE 3. sample Testing from FL & barrel
11.05.15 SCCI checked all Process revisited & all system
Apr'15

TKM, CONTENT FOUND IN ONE started as per revised sample plan.

1 09.04.15 SLLC L 273K 12.30 pm 3 N barrels of b.no 10315128 as per found okay. ( Pilferage by
Bangalore BARREL HAVING BATCH NO 4.delivery to be made in company
TKM Instruction. All remaining Transporter )
10315128 truck only.
found Ok.
5. visual check of barrels at receving
stage at Bgl depot.
6. 100 % testing of barrels at TKM
for density parameter implemented

1. Pasting of Tape over printing area

to prevent rubbing of figures during
1.Rubbing of barrels with each transporation. (OPL Made)
BATCH NUMBER ON
BRAKE FLUID ALL BARRELS IN DEPOT BGL other inside the vehicle during 2. PDI check for printing quality
May'15

TKM, BARRELS OF GC250 BRAKE

2 10.05.15 GC250 ( B.No- 2.00 PM 2 N REWORKED FOR PRINTING transporation. check at plant before despatch.
Bangalore FLUID FOUND ERASED &
141204) PROBLEM. & SENT TO TKM 2.No inspection of barrels prior to 3.Check at Depot before dispatch to
UNCLEAR
dispatch to TKM at depot TKM.
4. Training imparted to all concerned
persons

1. Label roll of part no 827099902

was mixed with another roll of part
1.Visual inspection of all rolls of
no 0827099903 during supplies
Honda Brake BRAKE FLUID BOTTLES Mr. Guganathan Visited HCIL
from supplier.
labels individually at the time of
June'15

FOUND MIX HAVING ON 10.06.15. Defective qty 420 receving implemented.

HMIL, Fluid bottle 2.Inprocess inspectoin only at
3 10.06.15 420 N bottles reced back & repacked 2. Interim inspection during filling
Tapokara 0827099902 & PARTS 827099902 & & delivered to HCIL on 19.06.15
start up stage during filling
process implemented.
0827099903 0827099903 process.
3.PDI check by QA engineer of label
3.Both label looks very similar to
before dispatch to customer
each other. So missed by
operators

1.Barrels bearing different batch no will

be loaded on separate pallets to avoid
confusion.
2. OPL showing importance of kanban
& check points for dispatch displayed &
implemented in warehouse.
3..Reconfirmation / cross verification
1. Barrel Bearing different b.no started for Kanban label & barrel
placed on same pallet in depot inspection by resident engineer at depot
Batch no printed on barrel & Label corrected attached at the 2.No full awareness to warehouse before delivery to TKM. Check sheet
Jul-15

TKM, Brake Fluid GC

4 21.07.15 5.00 PM mentioned in kanban card found 2 N top of barrel TKM End. All persons on importance of KC & made & is being followed
Bangalore 250 4.Instruction is given to ware house
different in GC 250 BF barrel checked at Godown Bgl customer ref.
3.No double check done before incharge not to load two vehicles at
same time.
dispatch to TKM
5. Label stopped at depot & Kanban is
pasted at Mfg plant only

1.Quality Gate at depot implemented to

1. One label is fixed from check label before despatch to TKM
plant & one label is pasted 2. Common label from plant will be
TKM, Bangalore

pasted having B.No, Mfg date& Exp

from WH having order no &
date.
Expiry date mentioned on one delivery plant no.
Dec-15

Coolant SLLC L 100 % Inspection of the drums 3. No manual writing of any information
5 19.12.2015 3.00 pm drum of long life coolantGCL 1 N 2.Operator written wrong on drum at WH.
273K done at TKM & WH
273 k is wrong expiry date on label by 4.no mentining of order no & plant no as
mistake. per TKM Guideline
3.Date is being written
manually on label
 S. CQPR PART NAME Sep-21 Oct-21

REPEAT
(Y/N)
Rec REPORTED REJ INTERIM CONTAINMENT ACTION / CORRECTIVE ACTION/
CUST. TIME PROBLEM REPORTED ROOT CAUSE
Mont QTY OBSERVATIONS IMPLEMENTATION Once in Once in Once in Once in
NO DATE PART NO.
h '1-15 Days '16-30Days '1-15 Days '16-31 Days
1. Printer stopped in 1. UPS Installation to prevent printer
between during operation due stoppage during optn.
to power cut & as a result one 2.100 % inspection of Label before pasting

TKM, Bangalore
label came out with missing by prod incharge.
BRAKE FLUID Material Name & Batch number information on the label.
Dec-17

100 % Inspection of the drums 3.100 % PDAC implemented for each Brake
6 04.12.2017 GC250 ( B.No- 4.00 pm not available on the top label of 1 N 2.PDAC done for some
done at TKM & WH Fluid barrel with stamping Label
170804 the barrel. random drums since this is a
pass through material 4. 100% PDAC at Depot before despatch to
TKM & also stamping will also be ensured
on each Barrel.

1. Packaging of both products 1. First check at the time of picking of

looks similar except labels. material . Material name, batch can qty
2. Both BFDot 3 & Jiffy RTU wiil be checked physically & noted down
Yamaha Motors ,

on dispatch slip
Mr.SS Thakur Visited Customer kept at same location.
G. Noida

2. Separate location provided for

3. No double checking of
May-18

on 29.05.18 keeping similar looking cans. Ref

BRAKE FLUID A can of other product found
7 25.05.2018 11.00 am 1 N 100 % Inspection of the cans picked cans done before attached Pic
Dot 3 mixed with cans of BF Dot 3
done at Yamaha G.Noida dispatch 3. 2nd Check will be done at PDI stage
No stock at MFG plant before dispatch & stamped with sign on
label

1. Dusring Machine setup, the 1. Radiator cans without Label will be

Gr. Noida

setup part mixed with the OK used for the setup check before filling.
2. Training given to operators,
Mail Received from customer on Parts. supervisor on segregation of setup can.
Leakage found in 1 l Radiator 27.08.20 and acknowledged it 2.No Identification
Aug-20

3. Inspection before setting up to be

8 27.08.2020 Radiator Liq. 1L 11.00 am 1L can with part No. 1 N on same day. Received the for set up part. done.
08C56G0210 damage can on 17.09.20 for 3. No
further analysis. System/Identification defined.
HMIL