Baly Integrated Solutions Ltd.

Raj-Fulbaria,, Savar, Dhaka-1341.

Documented Information Name:- Standard Operating Document Information: no-

Procedure for Recall / withdrawal Production
Date of Implementation: Aug-21 Rev. No. 0 Page 1/3

Prepared By Technical Administrative Officer

Reviewed & Approved By FM

Change Record

Revision # Date Responsible Person Description of Change

 Baly Integrated Solutions Ltd.
Raj-Fulbaria,, Savar, Dhaka-1341.

Documented Information Name:- Standard Operating Document Information: no-

Procedure for Recall / withdrawal Production
Date of Implementation: Aug-21 Rev. No. 0 Page 2/3

Purpose

The procedures define the commitment of top management by leadership towards its
customer by proper implementation of Total Quality Program and applying statutory and
or/regulatory requirement, defining quality policy and quality objectives with provision of resources
needed. This procedure illustrates the method used to measure the customer satisfaction level.
Take action if there is a problem in the buyer's market and get buyer satisfaction.
Demonstrate commitment to quality.
Scope
This procedure covers activities of company in order to have customer satisfaction at all
level in every aspect of its activity regarding recall procedure.
Responsibilities
Detailed in the procedure
Procedure
Top management shows leadership by providing adequate resources where needed to
meet the requirements of TQP. The Quality Policy & Quality Objectives are defined by the top
management. Regular meetings are held within the company by top management to see the
effectiveness of quality management system & promoting risk based thinking
Head of Sales are responsible for ensuring that the output of this process is consistently
achieved and is made available to the down stream processes as applicable.
This process ensures measurement of customer satisfaction covering all products, all
customers and all territory for the products. The process covers measurement of customer
satisfaction index for the established products and also understanding new product requirements
in the market. The process covers activities of designing questionnaires, administering the
questionnaires, analyzing the responses and communicating the same within the organization,
identification of actions for improvement and continuous follow-up on implementation of the
actions. This process covers customers recall procedure. If customer comes dissatisfaction on
delivered product he can claim to the company by marketing personnel. Marketing personnel will
response immediately to the customers findings and will take a current action question on quality
and safety of products. Even will change or reproduce that of the claimed object. This process
shall not cover customers of export products.
The customer satisfaction measurement are conducted independently each customer &
each order. This procedure applies on the Merchandising dept. Merchandiser & other are
responsible to direct activities. Identifying key concern areas of the customers such that the
actions on such issues lead to improvement in satisfaction index as reflected in the subsequent
survey.
Reporting on the findings to the appropriate functions within the organization and reporting
on the progress of the actions identified for the improvement.
 Baly Integrated Solutions Ltd.
Raj-Fulbaria,, Savar, Dhaka-1341.

Documented Information Name:- Standard Operating Document Information: no-

Procedure for Recall / withdrawal Production
Date of Implementation: Aug-21 Rev. No. 0 Page 3/3

The results of Customer satisfaction survey are also analyzed to understand the changing
needs of the customer. Based upon the requirement projected by above process the Product
design process is activated for planning the product development strategies for the year. This
process is responsible for providing product brief for triggering the development.
Director is responsible to define the Quality Policy of the company. Admin Officer is
responsible to communicate & train people (all employee) about the company quality policy. He is
also responsible to communicate the Quality Policy to all interested parties. He also responsible to
maintain and applying statutory and or/regulatory requirement the company subscribe to along with
the CoC of customer.
Quality Objective is approved by Director after it has been drafted by every departmental
incharges on the basis of internal audit & also the data analysis.

RETAINED DOCUMENTATION
Quality Manual – Section 5.1, 5.1.1, 5.1.2 & 9.1.2
Non-conformity report and Corrective Action Request
Customer Feedback Form (FORM/BISL-MK/05)