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Customer

This document outlines the corrective action process for external rejections or customer complaints at KML. It details the steps to be taken including immediately contacting the customer, analyzing the rejections, identifying the root cause, evaluating and implementing actions, documenting the actions, and extending the actions to similar areas. The goal is to correct and improve products/processes in response to customer feedback. Key personnel such as supervisors, executives, and HODs are responsible for carrying out the corrective action process using tools like Why-Why analysis, action plans, poka-yoke, and by updating relevant documents.

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Mahmoud Khalifa
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221 views5 pages

Customer

This document outlines the corrective action process for external rejections or customer complaints at KML. It details the steps to be taken including immediately contacting the customer, analyzing the rejections, identifying the root cause, evaluating and implementing actions, documenting the actions, and extending the actions to similar areas. The goal is to correct and improve products/processes in response to customer feedback. Key personnel such as supervisors, executives, and HODs are responsible for carrying out the corrective action process using tools like Why-Why analysis, action plans, poka-yoke, and by updating relevant documents.

Uploaded by

Mahmoud Khalifa
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
You are on page 1/ 5

Rev.No.

01 Date: 10-08-04
KML CORRECTIVE ACTION - EXTERNAL REJECTION(CUSTOMER COMPLAINT) KMP-10B
PAGE NO.3 of 5

WITH WHO?
WITH WHAT? (COMPETENCE/SKILLS/TRAINING)
(MATERIALS/EQUIPMENT)
1. All Operators,Supervisors and
1.Plant machineries and Executives
Infrastructure 2. All HODs

INPUTS OUTPUTS

1. External rejection details.


2 Rejection samples. CORRECTIVE ACTION
1.Corrected and improved
3.Customer feed back. -EXTERNAL REJECTION products/processes
INPUTS OUTPUTS
(Customer complaint)
KMP-10B

HOW? MP/CP
(PROCEDURES/METHODS/ (PERFORMANCE INDICATORS)
TECHNIQUES)

1. Control of non conforming Refer BMS control plan


process-KMP-10
2. New product development
procedure.KMP-04
3.Manufacturing process SOPs
4. Final Inspection-KMP-09-01

PREPARED: REVIEWED : APPROVED :


CORRECTIVE ACTION -EXTERNAL REJECTION Rev.No 01
KAR MOBILES LIMITED (CUSTOMER COMPLAINT)-KMP-10B
Rev.Date : 8/10/2004
PROCESS OWNER - ALL HOD ' S Page 4 of 5
Sequence of Interface of Process / Documents / Records
S.No. Flow
Activity Responsibility
Reference procedure
Details
Generated

START

Receive rejection details from the external Use customer complaint


1 customer ALL - HOD Control of non details for analysis 1.Customer complaint /

conforming product feedback form

KMP-08-06

Immediately contact the customer HOD - QA ------- Use the details and samples Initial reaction time trend

within 24 Hrs to dicuss about the nature sent by the customer for

of problem discussion.

2 Analyse rejections. All supervisors & Rework-SOP-QAD-04 1. Rejection data

executives 2. PFMEA report 1.Customer complaint /

3.Control plan feedback form

4. SOP 2..Non conformity reports

5. Process validation report KM-246

3 Identify root causes All supervisors & Control of non Use Why Why analysis to Why Why Analysis sheet

executives conforming product identify the root cause KM-267

KMP-08-06 or based on past Experience

Brain storm with relevant

personnel

Send the identified root cause to the HOD -QA ------ Use containment action Containment action trend

customer within 2 weeks details


A
A
CORRECTIVE ACTION-EXTERNAL REJECTION Rev.No 01
KAR MOBILES LIMITED (CUSTOMER COMPLAINT)-KMP-10B
Rev.Date : 8/10/2004
PROCESS OWNER - ALL HOD ' S Page 5 of 5
Sequence of Interface of Process / Documents / Records
S.No. Flow
Activity Responsibility
Reference procedure
Details
Generated
A

4 If root cause not obtained -do- ------ ------ ------

Evaluate actions for the identified root All supervisors & Control of non ------ Action plan

5 causes. executives conforming product (3w+1H) KM-273

KMP-08-06

Implement actions& Install Error proof All supervisors & Control of non 1. Tool change frequency. 1. Poka Yoke

6 devise, wherever appropriate executives conforming product 2. Maintenance frequency. 2.Kaizen-KM-241

KMP-08-06 3.New inspection parameter

4. New test method

5. Inspection frequency

8 Document actions & update relevant -do- Document contlrol Update the details in 1. TGR/TGW-KM-262

documents KMP-14 Contlrol plan,SOP, TGW, etc. 2.Kaizen-KM-241

9 Extend actions taken to other similar -do- -do- Horizontally replicate to all 3.FMEA-KM-266

areas. the applicable areas.

10 Revisit PFMEA,SOP or control plan if NPD-CFT ------- Update the documents and 1. FMEA-KM-266

required. issue 2. SOP

3. Control plan-KM-201

11 Update/issue new document NPD-CFT ------- ------- -----

End
End

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