Friday 13 September 2013

08-SOP FOR HANDLING OF MARKET COMPLAINTS



I.                   PURPOSE
To describe the procedure for Handling the Market complaints.
II.                SCOPE
This SOP is applicable to the market complaint received from the customer through Marketing department regarding the material supplied from Unit - V.
III.             RESPONSIBILITY
Marketing department
QA department
QC department
Production department
IV.             ACCOUNTABILITY
Head -QA
V.                PROCEDURE
1.0      Any communication, written or verbal, received directly from any customers or distributors, regarding the Quality, Quantity, Packing or any other such complaints are considered as Market Complaints.
2.0      All such complaints must be addressed to the QA department through marketing department.
3.0      On receipt of the complaint, QA allots a number and enters in the Market complaint log as per the Format No.: F01/SOPQA008-00.
4.0            The Marketing department acknowledges the customer within 24 hours, after receiving the complaint.
5.0       QA investigates the complaint with the help of Production, QC and Ware house     departments and reports the investigation details as per the
           Format No.: F02/SOPQA008-00.
6.0        If the complaint is regarding the product quality, then analyze the retention samples of      the same batch.
7.0       If required, analyze the party’s sample.
8.0       If party’s method differs from our method, request the MOA from the party and analyze as per their Method of Analysis.
9.0       Extend the investigation to other batches, which may be affected by the reason of complaint.
10.0        Batch production and control record and related documents shall be checked thoroughly by QA for any deviations or abnormalities reported or recorded during the manufacturing of the subjected batch.
11.0     A written reply should be sent to the customer through the Marketing department regarding the findings and if required, take corrective actions. The investigation report    must be sent within 15 days of receiving the complaint.
12.0     If required, perform joint analysis.
13.0    Record the corrective action and proposed preventive action in the Market complaint investigation report.
14.0    Retain all the documents related to the market complaint for at least one year after the expiry of the product or one year after the date of receipt of the complaint, whichever is longer.
15.0    Closing of Market Complaint
Market complaint should be closed as follows:
15.1      If response obtained from the customer against company written reply is    satisfactory.
15.2      If the material is recalled.
15.3      If no response is obtained from the customer after 90 days from the date of           company’s written reply.
16.0    Market complaint should be given numbering as follows
16.1     MC  ZZ XXX
                                                                        Sequential number
                                                                        Year
                                                                        Market complaint       
E.g : MC04001                 
                               Where MC indicates Market complaint
                                001 indicates sequential number
                                04 indicates year of receiving market complaint

17.0    List of Formats
Format No.

Title

F01/SOPQA008-00
Market Complaint Log
F02/SOPQA008-00
Market Complaint Investigation Report

VI.      REVISION SUMMARY
Version No.
Revised on

Reason for Revision

 

00


NA

NA

 

END OF THE DOCUMENT

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