STANDARD OPERATING PROCEDUERE SOP 9306

FOR Date 5/1/2011

Customer complain Handling Page 1 Of 1
Rev.No. 02 / 10.9.2019

Sr.No. Trigger/ Activity Responsibility Format/Output Reference

Input Instruction

1 By Mail/Call/ Portal Recieved The Customer Complain From Direct Customer/ Quality Head - (F01-9306)
Customer Complain Summery
Interplant By Mail, Call or Portal.

Enter The Customer Complain In Complain Register

2 By Mail/Call/ Portal Immediately.For Direct Customer Enter Complain In Direct Quality Head - (F01-9306)
Customer Complain Summery
Customer Complain register And in interplant complain, Enter The
Detail In Interplant Customer Complain Register.

Customer Complain Summery If The Complain is Repeated, Then Mark That Complain
3 (F01-9306) Quality Head - (F01-9306)
Customer Complain Summery
As repeated Complain In Complain Register.

Make The Quality Flash Of That Complain And Display That

Customer Complain Summery Complain In QF Format To Concerned machine Shop, Concerned FI Concerned Quality
4
(F01-9306) Section Incharge Quality Flash (F02-9306) -
Area, Recieving Area And Updates All Customer Complain Status
Board.

If The Person Required To Send To Customer End To verify

5 - The NC Products., Send The Quality Executive To Verify Quality Head - -
And understand The Complain.

If The Problem Get Verified At Customer End, Arrange To

6 - Saggregate Material At Customer End And Make The Record Of Quality Executive Material Seggregation record- (F05-9306)
Saggregation. If The Person Not Send At Customer End, Request
the Customer to Send Defective Parts.

Do Immediate Containment Action And Saggregate All the

Material Available In WIP, Finish Stocks And Transit Transport And Concerned Quality
Section Incharge Material Seggregation record- (F04-9306)
7 - Make the Saggregation records. Also Stop The Machine/ Process
On Which the Defective Components Are Producing. Take Suitable
Temporary Correction On Machine/Process.

Take Information From Customer About The defect Material Lot

no./Invoice no. And Trace That Material With Inhouse Dispatch
8 Invoice Detail Date.Make The data That Which Date That defective Material Quality Head - - 9306)
Material tracebility report (F05
report Was produced And on Which Date that Material Was
Dispatched.

Check the defective Component Observed From Inhouse stock Or

Recived from Customer And Make The Inspection Report. Compare Concerned Quality
9 - - (F02-9303)
Section Incharge Predispatch inspection Report
That Inspection Report With PDIR And Inprocess inspection report
Of That Traced Lot.

Check The deviation Record To Confirm Wheather Any Deviation Concerned Quality
Section Incharge Deviation record (F03-9306) -
10 - Was Not Granted For That Lot. If Deviation Granted From
Customer Then Inform to Customer.
 Check The deviation Record To Confirm Wheather Any Deviation
Was Not Granted For That Lot. If Deviation Granted From
Customer Then Inform to Customer.

Identify team for problem solving with involvement of All

11 - concerned deptt. Assign responsibility To All Team member With Quality Head -
Team responsibility Matrix (F07-9306)
Defined target Date.

In case if No Deviation Granted, Do The root Analysis of the

12 Brain Storming Problem That Why that problem occured. Do Why Why Analysis In Concerned Team -
Why Why Analysis Sheet (F08-9306)
Fishbone Diagram Sheet And Find All The Probable Cause of
Problem. Refer The PFMEA Also.

Verify All the Probable cause Of Defect Generation And Find The
Why Why Analysis Sheet (F08- Actual root Causes Due to Which That defect Generated. In case If
13
9306) the Problem is repeated, Take The OLD Capa report And Do Root Concerned Team -
Why Why Analysis Sheet (F08-9306)
Cause Analysis By Considering Old Action Plan. Capa submitted on
Repeated complain must be signed by plant head.

Take Permanent Corrective And preventive action On the

Why Why Analysis Sheet (F08- identified root cause Of the problem to Avoid reoccurence Of the
14
9306) problem. Do Kaizen And Pokeyoke To Avoid Reoccurence. In case If
Concerned Team CAPA Sheet (F02-9309) -
kaizen/Poke yoke Done, Implement the kaizen/Pokeyoke
monitoring Sheet On the Concern process.

After Taking Permanent Action , Update The Process Control Plan

15 Capa Results Sheet and Process FMEA as Per The Action Plan And Keep That Revision Head Engg. - updated (F10-9306)
Summery Sheet Of Document
records. Update The PFMEA Rating Also.Review Audit to be done
by Customer Quality Incharge at every month.

Submit The CAPA Report to Customer in Customer Desired Format. The

16 - Capa Report Must be Submitted To Customer With In 72 hrs, if till Time Quality Head
Customer Capa
For Honda Car Ref The W.I. (WI 01-9306)
The Permanent Action Not Completed, Then Give The target Date Of Sheet
Action Completion And On That Target Date, Inform to Customer that
The Said Corrective Action has Been Completed.

Monitor The effectiveness Of Action Taken By Monitoring 10

Conitinues Lots Supplied To Customer In Which The Corrective
17 - Action Was Taken. In Case If Any Complain Observed In These Lot, Quality Head - Sheet (F11-9306)
Capa Effectiveness Monitoring
review All the Corrective Action again. Also monitor the CAPA
effectiveness by analysing Final inspection NC data of that
parameter.

18 - If the rejection in Final inspection NC sheet drop to 50% or more, Quality Head - Sheet (F11-9306)
Capa Effectiveness Monitoring
and no Complain observed at customer end in 10 consecutives lot,
then only Close the Capa report.

Horizontally deploy All The Action Taken To The Similar Parts/ Concerned Quality
19 Capa results
Section Incharge CAPA Sheet (F02-9309) -
Process To Avoid Any Similar Problem occured in that Parts. Make
the records Of These Horizontal Deployment.

Final Inspection Customer return

20 Customer return Recieve the material which return from customer end as rejection Summery Sheet -
and enter in customer return summery sheet. Do the saggregation Incharge (F12-9306).
of material for mentioned defect.
 Recieve the material which return from customer end as rejection Final Inspection Customer return
20 Customer return
and enter in customer return summery sheet. Do the saggregation Incharge Summery Sheet -
(F12-9306).
of material for mentioned defect.
 Recieve the material which return from customer end as rejection
and enter in customer return summery sheet. Do the saggregation
of material for mentioned defect.

If the problem observed in NC material is not taken as customer

Final Inspection
21 Customer return complain earlier, then register these parts as new customer
Incharge Capa -
complain and follow full Customer complain handling procedure to
handle the complain.

If the NC material parameters already analysed as customer

Final Inspection
22 Customer return complain earlier, then after saggregation, moe the Ok material
Incharge Scrap ticket -
back to Workshop and Scrap the Rejected material as per scrap
ticket system.

Final Inspection Customer return

23 Customer return Compute the cost of rejected quantity and make monthly Summery Sheet -
summery of cost of customer return rejection. Incharge (F12-9306).

Monitor the customer end PPM for individual customer. in case, if Customer return
customer didnot provide PPM, then compute it internally by taking Final Inspection
24 Customer End PPM
Incharge Summery Sheet -
full month dispatch and considering customer rejection/ scrap (F12-9306).
debit as rejection and calculate PPM.

In case of warrenty related complains or parts, analyse the parts as Final Inspection Warreny Parts W.I. Of Warrenty
25 Warrenty PPM per W.I. of warrety handling and take appropiate actions. Make Parts Handling
Incharge records (WI02-9306)
records of the same.

DEPARTMENTAL OBJECTIVES
S. No. Responsibility Process output Measurment frequency/frequency Trarget 2019-20 Controlling MRM Input

Customer
1 HOD Quality Complaints Nos/Monthly 0 Departmental Yes
Objective
Prepared By Approved By
 FORMAT NO. F01-9306
Micro Turners CUSTOMER COMPLAINTS SUMMARY(SEP 2012 ONWARDS ) REVISION NO. - 01
REVISION DATE - 20.12.2012

COMPLAIN NON - CONFORMITY PART REPEAT ( Read NATURE REPEAT ( Read CORRECTIVE TARGET COMPLAINT POKA - YOKE /
DATE CUSTOMER DRG. NO. PART NO. PRODUCT ORIGIN IMMEDIATE ACTION CAUSE OF PROBLEM RESP. DOC. UPDATION DISPOSITION 1st review 2nd review
T NO. NATURE Comment) Comment ) ACTION DATE STATUS KAIZEN

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0

#N/A 0
 Format No. F02-9306
MICRO Revision No. 00
TURNERS
QUALITY FLASH Date :
CATEGORY SKETCHES/ PHOTOS SHOWING THE DETAIL
CUSTOMER RETURN
IN-HOUSE PROBLEM
FIELD COMPLAINT

PARTS DETAILS
PART NAME
PART NO
MODEL
DEFECT DETAILS
DATE REPORTED:
REPEATED OR NOT (IN 1YR TIME)
YES NO
QUANTITY:
BATCH CODE
PROBLEM DESCRIPTION INTERIM ACTION PLAN:

PREPARED APPROVED
 Format No. F04-9306
MICRO TURNERS Segregation Records Revision No. 00

Customer Date Of Saggregation Total Quanitity Total NC

S.No. Item Name Drg. No. Type Of Complain Action Taken Segregated by Remarks
Complain No. Saggregation Stage Segregated Found
 Format No. F04-9306
MICRO TURNERS Material Tracebility Report Revision No. 00

Concerned Machine Probable Date Of

Customer Date Of Complain Invoice No. MT Dispatch date Dispatch
S.No. Item Name Drg. No. Type Of Complain Name/ no. Of defect defect generated Remarks
Complain No. Complain Rec. From Customer For That Invoice Quantity
generation Lot
 Format No. F08-9306
Revision No. 00
Micro Turners Cause And Effect Diagram Sheet

Management Man Method

Cause Cause

Cause Cause

Cause
Cause
Cause

Effect
(Y)

Cause Cause Cause

Cause

Measurement Machine Material

 Format No. F04-9306
MICRO TURNERS CAPA Effectiveness Monitoring Sheet Revision No. 00

Customer Date Of Customer Comment If

S.No. Item Name Drg. No. Type Of Complain Invoice No. And date Lot Quanitity Remarks
Complain No. Complain Any
 Format No. F10-9306
MICRO TURNERS Document Updation Summery Sheet Revision No. 00

Customer Date Of Revised Document Changes New Rev. No/ Effective

S.No. Item Name Drg. No. Type Of Complain Old Rev. No. Remarks
Complain No. Complain name/New RPN rating Made Date

process Drawing

Control Plan

PFMEA

PFD

Inspection Standard
 Micro turners X R CONTROL CHART (Average & Range)
Date ;-
DEPTT.:-CNC MT ITEM NAME:- COLLARED BUSH (1211) CHARACTERISTICS:-O D RUNOUT-.03

0.030
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

0.025 UCL
X GRAPH

0.020 X
LCL
0.015

0.010

0.005

0.000

0.025

0.020
R CHART

0.015

0.010

0.005

0.000
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

SAMPLE 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25
DATE
TIME 15:30 15:35 15:40 15:45 15:50 15:55 16:00 16:05 16:10 16:15 16:20 16:25 16:30 16:35 16:40 16:45 16:50 16:55 17:00 17:05
X1 0.020 0.017 0.020 0.020 0.024 0.014 0.024 0.020 0.020 0.022 0.018 0.016 0.024 0.020 0.020 0.020 0.014 0.020 0.020 0.020
X2 0.018 0.012 0.018 0.022 0.020 0.020 0.020 0.020 0.015 0.020 0.020 0.020 0.022 0.024 0.018 0.018 0.016 0.020 0.020 0.017
X3 0.018 0.018 0.018 0.018 0.020 0.018 0.020 0.020 0.018 0.020 0.018 0.017 0.020 0.022 0.016 0.017 0.020 0.022 0.022 0.022
X4 0.020 0.020 0.024 0.018 0.020 0.015 0.020 0.018 0.020 0.020 0.018 0.020 0.022 0.020 0.020 0.020 0.018 0.024 0.024 0.020
X5 0.018 0.020 0.018 0.020 0.020 0.018 0.020 0.016 0.020 0.018 0.022 0.018 0.020 0.020 0.020 0.020 0.020 0.020 0.020 0.022

X 0.019 0.017 0.020 0.020 0.021 0.017 0.021 0.019 0.019 0.020 0.019 0.018 0.022 0.021 0.019 0.019 0.018 0.021 0.021 0.020
R 0.002 0.008 0.006 0.004 0.004 0.006 0.004 0.004 0.005 0.004 0.004 0.004 0.004 0.004 0.004 0.003 0.006 0.004 0.004 0.005
No. of
X = 0.019 R)UCL (d4xR) = 0.01 samples A2 d2 D3 D4 E2

R = 0.004 R)LCL (d3xR) = 0.00 2 1.88 1.128 ― 3.267 2.660

X)UCL (X+A2R) = 0.022 USL 0.030 3 1.023 1.693 ― 2.574 1.772

X)LCL (X-A2R) = 0.017 LSL 0.000 4 0.729 2.059 ― 2.282 1.457

σ (R/d2) = 0.002 5 0.577 2.326 ― 2.114 1.290

CP (USL-LSL/6σ) = 2.613 6 0.483 2.534 ― 2.004 1.184

CPK (USL-X/3σ) = 1.837 7 0.419 2.704 0.076 1.924 1.109

CPK (X-LSL/3σ) = 3.390 8 0.373 2.847 0.136 1.864 1.054
9 0.337 2.970 0.184 1.816 1.010
 Format No. F07-9306
MICRO TURNERS Team Responsibility Matrix Revision No. 00

Customer Date Of Conceren

S.No. Item Name Drg. No. Type Of Complain Team Member Responsibility Assign Target date Remarks
Complain No. Complain Department
 Format No. F12-9306
MICRO TURNERS Customer Return summery Sheet Revision No. 00

Nature of complain Saggregation results Cost of saggregation

Date Of Quantity CAPA number of
S.No. Item Name Drg. No. ( if more than 1, do Bill /Inoice number Cost of Rejection ( Consider if more than 1 Remarks
Material return returned complain Ok Quantity Reject Quantity
next entry) manday consume)
 Format No. F02-9303
Revision No. 00
MICRO TURNERS PRE DESPATCH INSPECTION REPORT

CUSTOMER NAME: DATE:

PART NAME: DRG. NO.:

PART NO: QTY. RECEIVED:

CHALLAN NO.: QTY.ACCEPTED:

SAMPLE SIZE:
Observation
S.No. Parameters Specification Inspection Method Result
1 2 3 4 5

Metallurgical Report
1 Raw Material Used
2 Hardness
3 Surface Finish

Results:
Accepted / Rejected

Inspected By Approved By
 Format No. F02-9309
Revision No. 00 F
MICRO TURNERS CORRECTION & CORRECTIVE ACTION SHEET
/

Q
Source of Problem PART NAME : Cross Functional Team: CAPA No:
A

Date PART NO. : /

Date:

ACTUAL CONTENTS ACTUAL INVESTIGATION (PRODN. END - MACHINE / METHOD / MATERIAL / JIG / EQUIPMENT) 0
MODEL: PLACE OF RANK PROCESS FLOW RESULT ANALYSIS 5
- OCCURRENCE PERFORMANCE MAN MACHINE
REJ. QTY.: SAFETY /
- PERFORMANCE/

OTHERS: - FIT FUNCTION

DETAIL OF PROBLEM (DATA/SKETCH)

MATERIAL METHOD

ROOT CAUSE COUNTERMEASURE DETAIL RESP. IMPL. DATE OBSERVATION / EFFECTIVENESS (GRAPH/Cp)

(SKETCH/DATA/DETAIL) CORRECTION ACTION:

CORRECTIVE ACTION:

MONITORING SHEET (REOCCURANCE OF DEFECT )

(QTY./GRAPH) HORIZONTAL DEPLOYMENT
WHY-WHY ANALYSIS :
1 II III IV V 1 MONTH II MONTH III MONTH REMARKS

OCCURANCE

OUT FLOW
 Format No. F03-9306
MICRO TURNERS DEVIATION REQUEST FORM Revision No. 00

PART NO LOT SIZE DEVIATION

PART NAME DEFECTIVE QTY. CATEGORY
MODEL INSPECTED QTY. STAGE- DE
REQUESTED
SPECIAL APPROVAL REQUEST DEPARTMENT

END SEC.
REASON OF DEFECTS CONTENTS SPL TO MEET MONETERY
CUSTOMER INCHARGE
APPROVAL DELIVERY LOSS MORE
LINE STOPAGE DEPTT. HEAD
SPECIAL APPROVAL
DISPOSITION SEGREGATION
CAUSE OF OCCURANCE

REPAIR
PROCESS DEFECT
MATERIAL
PROCESS MISSED
DEFECT
APPEARANCE
COUNTERMEASU

REOCCURANCE
PREVENTING
THE
RE FOR
SPECIAL APPROVAL INSPECTION RESULT

SPECIAL APPROVAL CONDITION

RECOMMENDE RECOMMENDE
D/ NOT D/ NOT APPROVED / NOT
RECOMMENDE RECOMMENDE APPROVED
D D
Requisitor Deptt. Head Sign. MONTH : HEAD
HEAD QA PLANT HEAD
DATE : ENGINEERING
 Micro
Work Instruction For CAPA Submission To Honda Car India Ltd.
Turners

Time Limit To Submit CAPA to

S. No. Category Of Problem
Customer

1 A Maximum 4 days

2 B Maximum 7 days

3 C Maximum 9 days

Format No. -WI 01-9306

Prepared By Approved By
Mukesh Mehta Sukhdeep Mor