Procedure

Customer complaint procedure

1. PURPOSE

This procedure describes the routines for handling complaints from internal and external customers.

2. SCOPE

This procedure is valid for all Eltek employees.

3. PROCESS OVERVIEW

Input (trigger) An issue is raised

Output Issue resolved or terminated
Customer (receiver) Eltek customer, QA, and other affected departments
Metric First reply to originator within 24hrs. Case closed within due
date
Owner Chief Quality Officer is responsible for this procedure.

4. PRINCIPLES

NA

5. DESCRIPTION

Responsible Step Tasks, Conditions, Deliverables Timing

Customer (internal 1 Raise an Issue
or external)  Customer contacts their relevant contact
person and raises an issue
 Or, if internal supplier, registers an EPI
directly
Result: Issue raised
Eltek / case 2 RMA or EPI case?
originator  Receives customer complaint
 Decides if the case is to be handled as EPI
(Eltek Process Improver) or RMA (Returned
Material Approval) case.
 Choose RMA process if returned material is
required.
 And / or choose EPI process.
Result: Decision taken
Eltek / case 2a If RMA, go to RMA process (GPRO_178)
originator Result: Case redirected to RMA process
Eltek / case 3 IF EPI 1st response to
originator  Registers the case in EPI and assign a customer within
responsible organisation 48 hours
 Fill in according to EPI user manual
Result: EPI case registered

Doc.no: GPRO_041
Prepared by: orjskano Security level:
Approved by: frvano
Version: 10 This document is valid on date of print only.
Modified: 2015-04-09 2020-10-06 Page 1 of 4
 Procedure
Customer complaint procedure
Responsible Step Tasks, Conditions, Deliverables Timing
Complaint 4 Evaluate the case
coordinator  Evaluate if the case is relevant for EPI case
handling
 Evaluate if the case is directed to the correct
organisation
Result: Case directed to correct organisation
Complaint 5 Case accepted as customer complaint?
coordinator  Decides if the case is a customer complaint
or not
Result: Decision taken
Complaint 5a If no: Define alternative actions if applicable
coordinator  Examples of alternative actions can be:
o Case is a request for a new product
o Case is a request for a new feature
Then the case must be directed to correct
department
 Go to step 18
Result: Alternative actions defined
Complaint 6 If yes, assign case owner 1st response to
coordinator  Review the case and assign a case owner in Eltek/case
EPI. Originator will automatically receive a originator within
message that case owner is assigned 24h
Result: Case owner assigned
Case responsible 7 Evaluate and assign case team
 Assign a case team in EPI that will be
responsible for the case investigation
 Assign actions in EPI on desired team
members
Result: Case team assigned
Execution team 8 Evaluates and investigates the case
Result: Case evaluated and investigated
Execution team 9 Perform root cause analysis
 Analyse root cause
 Register root cause analysis in EPI
Result: Root cause analysed
Execution team 10 Define corrective actions
 Define corrective actions
 Register corrective actions in EPI
 Create FMA or 8D report if required
Result: Corrective actions identified if applicable
Case coordinator 11 Is Complaint review board meeting required?
 If yes, go to step 12
 If no, go to step 15
Case coordinator 12 If yes:
Call for meeting with QA and affected parties
including customer support team when
applicable.
Result: Meeting scheduled
Execution team 13 Write 8D or other report when applicable
Result: Report available

Doc.no: GPRO_041
Prepared by: orjskano Security level:
Approved by: frvano
Version: 10 This document is valid on date of print only.
Modified: 2015-04-09 2020-10-06 Page 2 of 4
 Procedure
Customer complaint procedure
Responsible Step Tasks, Conditions, Deliverables Timing
Complaint review 14 Review and conclude
board Result: Report for the case approved
Execution team 15 Complete the EPI case
 Complete all actions in EPI
 Upload all relevant documents to EPI
Result: EPI case completed
Case responsible 16 Evaluate and close the case
 Evaluate the outcome of the EPI case
 Select and Approver in EPI
 Close the case in EPI
Result: Case closed in EPI
Complaint 17 Approve case
coordinator  Review the case
 Approve the case in EPI
Result: Case approved
Complaint 18 Report status/result to case originator
coordinator  When required, gives feedback to case
originator using GFORM_006 Customer
Notification Form and/or GFORM_286 Eltek
8D report
 Attaches the report(s) to the case in EPI
Result: Case originator informed
Eltek / case 19 Inform customer
originator  Inform the customer as appropriate based on
information available in EPI or any other
reports related to the case
Result: Customer informed

6. REFERENCES

GFORM_006 Customer Notification Form

GFORM_286 Eltek 8D report

7. ROLE AND TERMINOLOGY DEFINITIONS

Customer could be both internal and external

8. VERSION HISTORY

# Date Approved Major Description

by:
10 2015-04-09 frvano
9 2015-03-25 frvano
8 frvano
7 frvano
/
minor
Minor Minor changes in section 2 and 3, and step 2, 2a and 12. Added new
step 13.
Major Changed to new template and updated throughout the document
Minor Changed wording in step 2 and 3 to clarify the type of response.
Minor Changes in Description, step 4. Added actions only related to product
issues. Changes in Description, step 5 and 6. Clarified relationship
between Closer and Approver. Changed responsibility in section 2 to
Chief Quality Officer.

Doc.no: GPRO_041
Prepared by: orjskano Security level:
Approved by: frvano
Version: 10 This document is valid on date of print only.
Modified: 2015-04-09 2020-10-06 Page 3 of 4
 Procedure
Customer complaint procedure
6 frvano Minor Changed responsibility in section 2 to EVP Global Sales & Marketing

1-5 - History not kept

Doc.no: GPRO_041
Prepared by: orjskano Security level:
Approved by: frvano
Version: 10 This document is valid on date of print only.
Modified: 2015-04-09 2020-10-06 Page 4 of 4