Master Document

JohnsonDiversey India Pvt. Ltd. TITLE SOP No: SOP/GEN/QA/08

Unit – II
Location – Nalagarh
Dept. – QUALITY ASSURANCE
STANDARD OPERATING
PROCEDURE FOR HANDLING
CUSTOMER COMPLAINT &
CUSTOMER STATISFACTION
Revision No.: 00
Effective Date: 01.04.2007
Revision No. – Rev. – 00

Area – QUALITY ASSURANCE Review Date – 01/04/2009

1. Objective -
To define standard operating procedure for registering and handling of
customer complaint and customer satisfaction.
2. Scope –
This procedure applicable to all types of customer complaints including all
types quality issues, customer satisfaction and microbial contamination
incident. The extended scope of this sop covers the customer satisfaction
program.
3. Responsibility –
Customer complaint information – Customer Service
Customer complaint registration – Manager – Q. A.
Investigation and corrective action to be taken – Manager – Q. A. &
Technical Manager
Customer satisfaction – Customer Service Team
4. Procedure –
A. Customer Service collects all available information to assist in the
investigation including Product Name, SKU, Lot Number, Quantity involved,
Customer Name, address, JDI number, Sales Rep, Business Group,
Shipping location, Carrier etc.
B. Customer Service forwards information to Manager – Q. A. for Immediate
Action and Investigation.
C. Responsible group (Action owner) is responsible for determining and
implementing Immediate Action necessary to protect the customer.
D. Investigation identifies root causes and approximate percentage of each.
E. Identification of suspect products especially those which could represent
significant health, safety, legal, environmental or quality concerns and
potentially require product recall and recovery action shall require prompt
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notification of appropriate internal subject matter experts. If these experts

believe further investigation is warranted, they shall notify any member of
the local/regional Product / Recall and Recovery Team.
F. Corrective action will be defined to address root causes of the Customer
complaint.
G. Permanent corrective Actions will be prioritized and implemented, as per
SOP of corrective action Reference no. IMS/QA/04 Revision No. – Rev. 00.
H. A summary of the investigation, findings, corrective actions and planned
verification for effectiveness will be communicated to all involved.
I. Planned verification for effectiveness measures will be monitored.
J. The Q. A. department is responsible for the complaint investigation and
maintains, monitor and implement measurement systems on a quarterly
basis to identify trends and evaluate effectiveness of Corrective and
Preventive actions taken. This data is utilized to identify Continual
Improvement opportunities.
K. Customer satisfaction (Customer perception as to JDI’s ability to meet their
requirements) must be measured annually by Customer Service through
the use of surveys or other statistical tools.
5. Abbreviations –
Q. A. – Quality Assurance
6. Reference: -
Corrective action SOP – IMS/QA/04 Revision No. – Rev. 00.
7. Records –
Customer complaint registered – Manager – Q. A.
Corrective action – Executive – Q. A.
9. Attachments –
Customer complaint format – Format No. – FRM/QC/12 Revision No. – Rev.
00

Prepared by Validated & Issued by Approved by

Asst. Manager – Q. A. Asst. Manager – Quality Assurance Factory Manager

Date – 01.04.2007 Date – 10.04.2007 Date – 10.04.2007