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Complaints

Complaints – Management of non-conformities

The PALSTAT Complaints module serves to control and assess non-conformities – internal ones as well as those received from customers – from the viewpoint of defects and causes, immediate remedial and preventive measures to be taken, and costs of non-conformities/complaints caused, analysis of the defects and faults so that future causes of the defects may be avoided. The program fully complies with the requirements of standards CSN ISO 9001:2001, ISO/TS 16949:2002 chapters 8.3, 8.5 and uses the Ford Global 8D methodology to deal with non-conformities

Basic list of nonconformities/complaints

Non-conformities/complaints may be classified as

  • Customer-related
  • Internal
  • Supplier-related

Basic functions of the Complaints module

  • Basic functions of the Complaints module
  • Determination of immediate measure
  • Identification of defects in products included in the complaint
  • Analysis of the root cause of the defect
  • Determination of remedial measures
  • Determination of preventive measures
  • Monitoring of complaint-related costs
  • Costs defined by the customer
  • Costs of products liquidation
  • Costs related to measures taken
Reklamace

Record on non-conformity – complaint

Bookmark to record information on non-conformity and appointment of the research team. The bookmark also contains basic information:

  • No. of the nonconformity – complaint
  • Kind of nonconformity – complaint
  • Subject of nonconformity – complaint
  • Customer claiming nonconformity
  • Terms to receive, record and settle the nonconformity– complaint
  • Complaint-related requirement

Auxiliary module of appendix can be added to give a detailed description of non-conformities/complaints, which can contain references to electronic documents such as:

  • Minutes of meetings
  • Reports
  • Photo-documentation etc.
Reklamace

Record and monitoring of costs of the compliant – non-conformity

Bookmark for monitoring of costs related to complaints caused. Classification of costs:

  • Costs required by the customer (penalties, fines, extra work, etc.
  • Costs to remove non-conformity (material, wages)
  • Costs of immediate measures (travelling expenses, sorting, extra assembly work, etc.
  • Costs of measures removing the cause of the defect

Kinds of costs may be set by the user.

Reklamace

Non-conformity/complaint settlement

Bookmark to settle non-conformity using Global 8 D methodology – Method for the problem solution procedure with a possibility to print G8D-Report. Possibility of tree presentation Part-nonconformity/ defects/causes/measures The module enables immediate measures to be taken with respect to nonconformity-complaint. The module also requires specification of causes of defects found out and their removal using remedial measures, to which the costs to remove the cause are assigned. Preventive measures are assigned according to Global 8 D methodology. Measures (remedial/preventive) has the assigned responsibilities for their fulfilment and the measures are both recorded and monitored as for their deadlines.

Reklamace

Measures taken as an immediate response to a reported complaint

  • Record of the type of the measure taken after the complaint has been reported, with the assignment of responsibility for the measure taken immediately.
  • Assignment of costs of the measure taken immediately

Measure taken to remove the cause of the defect:

  • Remedial
  • Preventive

Function at the moment the measure is being specified

  • Type of measure – common numerical list with G8D module
  • Responsibility for the measure taken
  • Responsibility for the measure taken
  • Inclusion of the measure in the monitoring