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Complaint handling process classification

Discussion in 'ISO 9001:2015 - Quality Management Systems' started by OFDOBAIDI, Feb 28, 2018.

  1. OFDOBAIDI

    OFDOBAIDI Member

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    Hi all,
    We are in the process of classifying our processes and there was a long debate about the complaint handling process whether it is key process , give the customer what they want, or support process.

    Any opinions please
     
  2. tony s

    tony s Well-Known Member

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    IMHO support processes will include:
    • human resource management (hiring, payroll, appraisal);
    • competency development (skills and knowledge enhancement);
    • infrastructure management (provision and maintenance);
    • documentation control (review, approval, dissemination, retention, storage, disposal);
    • financial management (budget preparation, disbursements, collection);
    • workplace organization (implementation of 5S, anti-discrimination, stress reduction);
    • control of monitoring/measuring resources (calibration, traceability);
    • communication management (meetings, memoranda);
    • knowledge management (quality/safety alerts;
    • property and supplies management (inventory, receiving, issuance);
    • purchasing (requisitions, ordering)
    • material management (inspection, storage.)
    The complaint handling process has direct interaction with the customer and usually considered as part of the core or key or operational process.
     

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