149 a:4:{s:8:"template";a:1:{s:27:"Work Instruction-print.html";b:1;}s:9:"timestamp";i:1369463965;s:7:"expires";i:1369467565;s:13:"cache_serials";a:0:{}}WI Q029 - Filling Out Customer Complaints and Returns


Created Modified Rev. Changed by Change
06/11/07 06/12/07 1 Mathias Bischoping



1.0 Purpose:
     1.1 The purpose of this instruction is to:
 
          -define the necessary steps for resolving a customer complaint.
          -ensure that responsibility is defined throughout the return process.
          -ensure that customer complaints / returns are documented.
          -ensure that returned product is correctly dispositioned and discrepant product is captured and removed from the system..
          -ensure that all customer complaints / returns are processed promptly.
          -provide an audit trail for customer complaints / returns.
          -provide a closed loop system for the customer complaint / return process.
          -outline reporting procedure for returned goods
     1.2 This instruction also establishes the following policies:
          -All information is to be recorded on the Customer Complaint / Return Form, located in the Customer Management database of the QSI system.
          -Returns are subject to the Division's evaluation and acceptance.  Credit, if any, will be based on that evaluation.  
          -Customer requests for returning product must be approved by Customer Service Department or the Business Unit Manager. 
          -No returns are to be accepted without proper authorization by the Customer Service Associate.
          -An Authorization To Return (ATR)  number will be issued for all returned product. 
          -The ATR number must be clearly marked on the accompanying paperwork for all products returned.
          -Product returned for credit:
                    -must be in "like-new" condition
                    -must be in original Parker bags
                    -must have been purchased within the last 12 months
                    -must have an ATR number assigned
                    -must be a 'standard' part.  A,C,P numbers, cut and bonded parts and special cuts are not eligble for return
          -will be subject to a re-stocking charge (typically 30%).  This re-stocking charge will be $50 minimum.
          -must be approved by the Business Unit Manager if value is $5000 or more.
          -must be shipped to Parker Seal EPS Division freight prepaid  
          -A Customer Order Worksheet is required for the replacement order of returned product
         1.2.1 In making the decision to issue an ATR for non-defective parts the following must be given weight in the decision:
                    -Can the EPS Division re-sell the parts in the next 12 months
                    -Is the customer ordering replacement parts
2.0 Scope:
     2.1 This instruction covers the activities to process all customer complaints / returns including:
          -documenting all customer complaints / returns.
          -performing initial complaint / pre-return evaluation on suspect product.
          -authorizing product for return.
          -receiving returned product.
          -determining disposition of the returned product.
          -processing returned product.
          -crediting/replacing product for the customer.
          -reporting ATR activity to appropriate EPS Division areas.
3.0 Responsibilities:
     3.1 The Customer Service Department is responsible for:
          -initiating the Customer Complaint / Return form.
          -opening the document under the correct customer contact.
          -making sure that the e-mail address for the specific customer contact is current and correct.
          NOTE: These items are very crucial to the proper functioning of the return process. Authorization for return is accomplished by the push of a button.  An e-mail notification or fax is sent to the customer contact from which the complaint was created. If this information is not current and correct, authorization will be sent to either the wrong individual, or it won't be sent at all.
          -filling out the appropriate sections of the Customer Complaint / Return form in the QSI, Customer Management database.
          -determining the action required on the customer complaint.
          -electronically generating, from the QSI system, the ATR number.
          -entering the replacement order for product.
     3.2 The Quality Department is responsible for:
          -filling out the appropriate sections of the Customer Complaint / Return form in the QSI, Customer Management database.
          -evaluation of suspect product returned for production related discrepancies.
          -initiating Corrective Action (SOP 8.5.2 - Corrective Action) if necessary.
          -assigning ppm codes
          -closing out the customer complaint
     3.3 The Receiving Clerk is responsible for:
          -filling out the appropriate sections of the Customer Complaint / Return form in the QSI, Customer Management database.
          -showing the product as received.
          -delivering the returned product to the returned product holding area with proper paper work.
     3.4 The Shipping / Inventory Clerk is responsible for:
          -filling out the appropriate sections of the Customer Complaint / Return form in the QSI, Customer Management database.
          -opening the returned package(s).
          -verifying the return against the ATR.
          -determining the initial disposition of the returned product.
          -completing the paperwork for restocked product.
     3.5 The Accounting Clerk is responsible for:
          -filling out the appropriate sections of the Customer Complaint / Return form in the QSI, Customer Management database.
          -determining the required signatures for credit approval.
          -initiating the approval process
          -issuing accounting approval and resolving credit issues with the customer 
     3.6 The Area Lead is responsible for:
          -processing any product that is suspect and/or non-conforming due to a customer complaint and / or return.
          -addressing any CAR's, as required, due to a customer return.
     3.7 The Customer Service Manager and/or Customer Service Associate [CSA] is responsible for maintaining and enforcing this instruction

4.0 Definitions:
     4.1 The job title Quality Department refers to one of the following:

          -Quality Assurance Manager
          -Quality Engineer
          -Quality Technician
          -Audit Inspector
     4.2 The job title Customer Service refers to one of the following:
          -Customer Service Manager
          -Customer Service Associate (CSA)
     4.3 The job title Accounting Clerk refers to:
          -Credit and Collections Manager
     4.4 The job title Shipping / Inventory Clerk refers to one of the following:
          -the individual that has been assigned as responsible for handling Customer Returns by the shipping and inventory team leader.
          -Inventory Personel
     4.5 The job title Area Lead refers to:
          -the individual that has been assigned by the Business Unit Manager as responsible for any specific area or cell.
     4.6 The job title Receiving Clerk refers to:
          -the individual that has been assigned as responsible for receiving in product from outsidem sources.
     4.7 Authorization To Return (ATR) Number
          -This is the number that is assigned to the customer for return authorization.  The Complaint form number becomes the ATR number when the complaint in question has been authorized for return. (The ATR number will look like this - CC#0000)
     4.8 Product Related
           -Refers to product that has been determined to be manufacturing related.
     4.9 Non-Product related
          -Refers to product that has been determined to be other than manufacturing related.
     4.10 Section
          -Refers to the main portions of the Customer Complaint / Return Form.  An example of a section would be the "Customer Service" section. These portions of the form are expandable and can be collapsed by clicking on the "twisty" located to the left of the section title.
     4.11 Sub-section
          -Refers to the main portions of the Customer Complaint / Return Form located under each section.  An example of a sub-section would be the "Product Information" sub-section, located under the "Customer Service" section.


5.0 Work Instruction Steps:
  The Customer Complaint / Return form will be initiated by Customer Service.  The following steps for initiating the form are to be followed:
     -open the "Customer Management" database, located in Lotus Notes.
     -access the "Activity By", "Customer Name" view.
     -locate the customer name in question and highlight (single click) on the responsible customer contact.
  NOTE: This is the point in the process when the contact information needs to be verified to be current and correct (specifically the e-mail address). If changes need to be made they are to be made at this point in the process.  If there is no Customer Contact identified, the CSA needs to create a contact for that customer. If the contact in question doesn't have an e-mail address then we need to enter their fax information instead. In order to accomplish this you must enter the following into the e-mail address location of the contact in question: Contact Name@Contact Fax Number@CleveFax
     -click on the "Create Activities" button and choose the "complaint" option.
     -this will initiate the form and will allow the complaint / return process to begin.
  Customer Service Department
     5.1 Receives the customer contact
     5.2 Enters all of the appropriate information into the "Customer Service" section.
     5.3 Determines whether a stock check is necessary. If a stock check is necessary, continue with Task 5.4, otherwise, go to Task 5.8
     5.4 Notifies Quality that a stock check is required by clicking on the "Yes" button, located in the "Customer Serivice" section, under the "Complaint Information" sub-section.. (This notification is via e-mail, and is part of the electronic flow of the form)
  Quality Department
     5.5 Purges stock if necissary
     5.6 Enters the results of the stock check into the "Stock Check and Sample Inspection Results" section.
     5.7 Forwards the results of the stock check to the responsible CSA by clicking on the "Notify BAS" button, located in the "Stock Check and Sample Inspection Results" section.(This notification is via e-mail, and is part of the electronic flow of the form)
  Customer Service Department
     5.8 Determines whether a sample is required from the customer, based on the stock check results. If a sample is required from the customer, continue with Task 5.9, otherwise, go to Task 5.14
     5.9 Notifies the customer that a sample is required for internal evaluation before an ATR (Authorization To Return) number can be issued.  (Return attention to the responsible CSA)
     5.10 Notifies Quality that a sample is being returned for evaluation by clicking on the "Yes" button, located in the "Customer Service" section, under the "Complaint Information" sub-section.  This action will also notify the Receiving Clerk that a sample is being sent in and needs to be forwarded to the responsible CSA. (These notifications are via e-mail, and are part of the electronic flow of the form) 
  Quality Department
     5.11 Evaluates the customer sample.
     5.12 Enters all of the appropriate information into the 'Stock Check and Sample Inspection Results" section.
     5.13 Forwards the results of the sample evaluation to the responsible CSA by clicking on the "Notify BAS" button, located in the "Stock Check and Sample Inspection Results" section.
  Customer Service Department
     5.14 Determines whether the parts are to be returned based on the findings located in the "Stock Check and Sample Inspection Results" section. If parts are to be returned, go to Task 5.18, otherwise, continue with Task 5.15
     5.15 Accesses the "Final evaluation and Disposition" section and Chooses the "Not Valid Complaint" option from the "Actual Reason For Complaint" drop down menu located under the "Cause:" sub-section..
     5.16 Fills in the actions taken to resolve the complaint in the "Resolution Comments" field located under the "Final Evaluation and Disposition" section, under the "Resolution:" sub-section.. 
     5.17 Clicks on the "Notify Accounting" button located in the "Final Evaluation and Disposition" section, under the "Disposition Section" sub-section.  This action submits the completed complaint form to the Accounting Department for final approval (This notification is via e-mail, and is part of the electronic flow of the form) For Accounting instructions, go to Task 5.49  
   NOTE: Steps 5.15 through 5.17 are to be used when the CSA is able to resolve the complaint without the need for returning parts.
      - END TASK -
     5.18 Accesses the "CSA Authorization For Return" section.
     5.19 Enters any special instructions for the customer in the "Customer Instructions" field, located under the "CSA Authorization For Return" section.
     5.20 Chooses a preliminary disposition from the "Preliminary Disposition" pull down menu.  This will identify the intent of the CSA at the time of the authorization as related to the product.
   NOTE: This field must be filled in before the return can be authorized.
     5.19 Clicks the "Yes" button.  This gives the necessary approval for the parts to be returned. This will also send an e-mail or fax message to the Customer Contact and the responsible CSA with all of the necessary information to allow the return to take place.  An e-mail notification is also sent to the Receiving Clerk notifying him / her that parts have been approved for return.
     5.20 Determines if a corrective action is necessary:
          -If necessary, issues a CAR (Corrective Action Request) in the QSI database.(Reference SOP 8.52 - Corrective Action) 
          -If no CAR is necessary continue with 5.21.
     5.21 Determines the action required due to the mistake or problem.
   NOTE: A replacement order may be issued at this point if deliveries critical
     5.22 Initiates a customer order worksheet for a replacement order.  (If appropriate)
     5.23 Processes a replacement order. (If appropriate) 
  Receiving Clerk
  NOTE: When samples are received, forward them to the responsible CSA
     5.24 Receives customer returned product
     5.25 Checks for reference to the ATR number on the return paperwork. If ATR number is referenced, go to Task 5.27, otherwise, continue with Task 5.26
     5.26 Checks to see if the return was authorized by accessing the "CSA Authorization for Return" section.
     5.27 Shows the product as received in the "Receiving" section by clicking on the "Yes" button. This action will notify the Shipping Clerk that the product has been received.  (This notification is via e-mail, and is part of the electronic flow of the form)
     5.28 Routes product to the returned goods holding area, and notifies the shipping clerk of the status of the return. (Return was authorized or not)
  Shipping Clerk
     5.29 Opens the package and evaluates the product. If the return has been authorized and the required batch information is present, go to Task 5.37, otherwise, continue with Task 5.30
     5.30 Notifies the CSA of the return without authorization and / or return without the required batch information. (This notification is via e-mail, and is part of the electronic flow of the form)
  Customer Service Department
     5.31 Makes a decision as to what to do with the parts based on the available information. If parts are to be accepted, go to Task 5.35, otherwise continue with Task 5.32
     5.32 Accesses the "CSA Response To Missing Data" section and chooses the "Return Parts To Customer" option.
     5.33 Notifies inventory control of the decision to return the parts to the customer by clicking on the "Notify Inventory Control" button, located in the "CSA Response To Missing Data" section.  (This notification is via e-mail, and is part of the electronic flow of the form)
   NOTE: At this point in the process, the Customer Complaint form could be at many different stages, dependant upon the circumstances at hand.  It is the responsibility of the CSA to make sure that the form is filled out and completed accordingly.
  Inventory Clerk
     5.34 Processes the product for return to the customer.
  Customer Service Department
     5.35 Accesses the "CSA Response To Missing Data" section of the Customer Complaint form and chooses the "Accept Returned Parts" option.
     5.36 Notifies inventory control of the decision to accept the returned parts by clicking on the "Notify Inventory Control" button, located in the "CSA Response To Missing Data" section.  (This notification is via e-mail, and is part of the electronic flow of the form)
  Shipping Clerk
     5.37 Inspects the product and verifies the return against the ATR
     5.38 Determines if the return is product related, or non-product related by clicking on the "Yes" or "No" buttons located in the "Product Related Issue?" field. If the return is product related, go to Task 5.42, otherwise, continue with Task 5.39
     5.39 Determines the disposition of the product and notes it in the "Final Evaluation and Disposition" section.
     5.40 Processes the returned product based upon the findings and disposition results.
     5.41 Clicks on the "Notify Accounting" button located in the "Final Evaluation and Disposition" section, under the "Disposition Section" sub-section. This action submits the completed complaint form to the Accounting Department for accounting approval. (This notification is via e-mail, and is part of the electronic flow of the form) For Accounting instructions, go to Task 5.49
      - END TASK -
     5.42 Forwards returned product to the Quality Department for evaluation.
  Quality Department
     5.43 Evaluates the product to determine if the product is conforming or non-conforming and notes the findings in the "Final Evaluation and Disposition" section. If the product is conforming, Continue with Task 5.44, otherwise, go to Task 5.45
     5.44 In the 'Final Evaluation and Disposition' section of the form the Quality Department:
          -assigns the ppm code to the customer complaint
          -Clicks on the 'Final Evaluation Completed'   'yes' button.  This action indicates that the causes for the customer complaint have been evaluated and appropriate actions taken including assigning of Corrective Action Requests when appropriate
          -Clicks the 'Notify Accounting' button.  This action submits the complaint form to the Accounting Department for Accounting approval.  (This notification is via e-mail, and is part of the  electronic flow of the form)
      - END TASK -
     5.45 Forward all suspect and/or non-conforming product to the responsible area lead for processing.
  Area Lead
     5.46 Processes the product as necessary per SOP 8.3 - Control of Nonconforming Product.  This will include:
          -performing all necessary inspection activities to fully evaluate the suspect and/or non-conforming product.
          -Determines if Corrective or Preventive Action should be issued (SOP 8.5.2 / SOP 8.5.3, Corrective / Preventive Action)
          -complete processing of all product per the inspection results in a timely manner.
     5.46 Returns the product to the Quality Department when all activities have been completed.
  Quality Department
     5.47 Completes the Customer Complaint form as necessary. 
     5.48 Clicks on the "Notify Accounting" button located in the "Final Evaluation and Disposition" section, under the "Disposition Section" sub-section. This action submits the completed complaint form to the Accounting Department for Accounting approval (This notification is via e-mail, and is part of the electronic flow of the form.
     5.49 Assigns the ppm values in the "Final Evaluation and Disposition" section.
     5.50 Clicks on the 'YES' box for 'Final Evaluation Completed'. This action indicates that the investigation and resolution of the causes of the customer complaint are completed, including the assigning of appropriate Corrective Action Requests.
     5.51 The Customer Quality Group will issue summary ATR information to appropriate Division areas on a monthly basis.
        5.51.1  These reports will be in such a form as to enable areas to respond appropriately to continuously improve Divison performance.
  Accounting Department
     5.52 If a credit is to be issued, identifies and assigns the necessary approval signatures based on the dollar amount of that credit.
     5.53 Initiates the approval process.
     5.54 Issues credits/adjustments as required.
     5.55 Gives Accounting approval of the Customer Complaint.. 
      - END TASK -

7.0 Associated Documents:
SOP 8.5.3 - Preventive Action 
SOP 8.5.2 - Corrective Action