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Master Document
JohnsonDiversey India Pvt. Ltd. Unit – II Location – Nalagarh Dept. – QUALITY ASSURANCE
TITLE STANDARD OPERATING PROCEDURE FOR HANDLING CUSTOMER COMPLAINT & CUSTOMER STATISFACTION
1. Objective To define standard operating procedure for registering and handling of customer complaint and customer satisfaction. 2. Scope – This procedure applicable to all types of customer complaints including all types quality issues, customer satisfaction and microbial contamination incident. The extended scope of this sop covers the customer satisfaction program. 3. Responsibility – Customer complaint information – Customer Service Customer complaint registration – Manager – Q. A. Investigation and corrective action to be taken – Manager – Q. A. & Technical Manager Customer satisfaction – Customer Service Team 4. Procedure – A. Customer Service collects all available information to assist in the investigation including Product Name, SKU, Lot Number, Quantity involved, Customer Name, address, JDI number, Sales Rep, Business Group, Shipping location, Carrier etc. B. Customer Service forwards information to Manager – Q. A. for Immediate Action and Investigation. C. Responsible group (Action owner) is responsible for determining and implementing Immediate Action necessary to protect the customer. D. Investigation identifies root causes and approximate percentage of each. E. Identification of suspect products especially those which could represent significant health, safety, legal, environmental or quality concerns and potentially require product recall and recovery action shall require prompt
Master Document notification of appropriate internal subject matter experts. If these experts believe further investigation is warranted, they shall notify any member of the local/regional Product / Recall and Recovery Team. F. Corrective action will be defined to address root causes of the Customer complaint. G. Permanent corrective Actions will be prioritized and implemented, as per SOP of corrective action Reference no. IMS/QA/04 Revision No. – Rev. 00. H. A summary of the investigation, findings, corrective actions and planned verification for effectiveness will be communicated to all involved. I.
Planned verification for effectiveness measures will be monitored.
J. The Q. A. department is responsible for the complaint investigation and maintains, monitor and implement measurement systems on a quarterly basis to identify trends and evaluate effectiveness of Corrective and Preventive actions taken. This data is utilized to identify Continual Improvement opportunities. K. Customer satisfaction (Customer perception as to JDI’s ability to meet their requirements) must be measured annually by Customer Service through the use of surveys or other statistical tools. 5. Abbreviations – Q. A. – Quality Assurance 6. Reference: Corrective action SOP – IMS/QA/04 Revision No. – Rev. 00. 7. Records – Customer complaint registered – Manager – Q. A. Corrective action – Executive – Q. A. 9. Attachments – Customer complaint format – Format No. – FRM/QC/12 Revision No. – Rev. 00
