File : OCTEP / SVCF /

AUTOMOTIVE QUALITY MANAGEMENT

SRI VIGNESHWARA COLD FORGE AQMS / QSP
PLOT PB 6 /2, SIPCOT INDUSTRIAL PARK, SYSTEM
IRUNGATTUKOTTAI, KANCHIPURAM DT-602 CUSTOMER COMPLAINT HANDLING
105
File : iatf\ svcf \ aqms \ qsp

PURPOSE
To define the procedure for registration and remedial action for customer complaints

SCOPE
Applicable to suppliers of :
-- Product related complaints
-- Commercial and Delivery Complaints

PROCEDURE:
ACTIVITIES Responsibility & DOC. / REC.
Authority
Customer Complaint
RECEIPT OF CUSTOMER COMPLAINTS BY E- MAIL, FAX, TELEPHONIC MKT/QAD Register
CONSERVATION & ENTER INTO CUSTOMER COMPLAINT REGISTER

Customer defect/Issues
INTIMATION OF THE QUALITY CONCERN TO THE RELATED AREA MKT/QAD
IMMEDIATELY ON THE RECEIPT OF COMPLAINT intimation sheet

QAD
UNDER STANDING OF COMPLAINTS. DISPLAY THE COMPLAINTS
OF RESPECTIVE AREA FOR AWARENESS OF CONCERNED Quality Alert : Notice
Board
MACHINE LINE LEADER

IDENTIFY THE SUSPECTED FINISHED PRODUCTS AVAILABLE AT

PRODUCTION SHOP/FG STOCK AND ALSO THE RELATED CHILD PRODUCTION /
PARTS AVAILABLE AT DIFFERENT AREAS OF SHOP FLOOR/ RECEIPT QAD
STORES/ PART AVAILABLE AT JOB WORK SUPPLIER & STOCK KEPT
AT VENDOR END.

BRAIN STORMING BY CFT FOR PROBLEM SOLVING. INITIATING

INTERIM CONTAINMENT ACTION BASED ON VERIFICATION AND QAD
VALIDATION OF DECIDED ACTION. Customer prescribed
format

BRAIN STORMING BY CFT FOR PROBABLE ROOT CAUSE &

ESTABLISHING ROOT CAUSE(S) WITH DUE VALIDATION &
VERIFICATION.INVOLVE CONCERNED CFT PERSONNEL / SUPPLIER QAD Customer prescribed
REPRESENTATIVE WHEREVER REQUIRED. format

IDENTIFY PERMANENT CORRECTIVE ACTIONS (PCA) WITH DUE

RESPONSIBILITY AND TARGETS ON THE CUSTOMER SPECIFIED
PROBLEM COUNTERMEASURE SHEET.
USE SUITABLE CORRECTIVE ACTION METHODOLOGY AS PER QAD
SPECIFIED BY CUSTOMER. Customer prescribed
format

UPDATION OF PFC, CONTROL PLAN SHEET, FMEA, /PACKING

QAD / Concern
Dept.

DOCUMENT NO REVISION NO REVISION DATE PAGE OUT OF COPY NO

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 File : OCTEP / SVCF /
AUTOMOTIVE QUALITY MANAGEMENT
SRI VIGNESHWARA COLD FORGE AQMS / QSP
PLOT PB 6 /2, SIPCOT INDUSTRIAL PARK, SYSTEM
IRUNGATTUKOTTAI, KANCHIPURAM DT-602 CUSTOMER COMPLAINT HANDLING
105
File : iatf\ svcf \ aqms \ qsp

IMPLEMENTATION OF ACTIONS AS PER TARGET DATES. QAD / Concern

Dept.

COMMUNICATION TO THE CUSTOMER (WHENEVER REQD.).OR ON

CUSTOMER DEMAND MKT/QAD

REGULAR MONITORING OF COMPLAINT RESOLUTION

PROCESS.ESTABLISH DATE OF EFFECTIVE AND REGULAR
IMPLEMENTATION. IDENTIFY POSSIBLE AREAS OF HORIZONTAL Concern Dept.
DEPLOYMENT OF CORRECTIVE ACTION.

VERIFICATION OF EFFECTIVENESS OF CORRECTIVE ACTION .

QAD

COMMUNICATION TO THE CUSTOMER FOR EFFECTIVENESS

VERIFICATION (WHENEVER REQUIRED)
MKT/QAD

PRESENT THE SUMMARY OF CUSTOMER COMPLAINTS & THEIR

RESOLUTION IN MONTHLY MIS & MRM REVIEW MEETING. Customer prescribed
QAD / MR format

RECORDS
1. Customer Complaint Register
2. Customer defect/Issues intimation sheet

DOCUMENT NO REVISION NO REVISION DATE PAGE OUT OF COPY NO

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