The organization has a monitoring system and procedure to ensure that the requirements of customer perception, when goods through required stages, are duly conforming during processing, for a desired result, and also to know whether requirements have been fully met and appreciated by the customer, as mentioned in the customer focus chapter of this
Quality Manual cum Procedure
1. All such complaints shall be received by Director/Manager (Production) through telephone/Fax/letters/E-mail.
2. All the Quality related complaints shall be forwarded to concerned section in charge.
3. GM (or Manager Production/QA) shall log the details of the complaints in the Customer Complaint register.
4. He shall contact the concerned persons of the customer.
5. Then he shall initiate corrective & preventive action accordingly.
6. In case of customers return defective material, material shall be disposed accordingly.
7. On the completion of the Corrective Action Report, a copy is sent to customer on demand on the letter head. Q.A. head shall update the Customer Complaints Register by marking the complaints as closed.
8. All such Quality & Dispatch related customer complaints shall be reported in the Management Review Meeting by the GM / Manager (Production).
