Nonconformity and Product Complaints

We use a product complaint form and it has a section with corrected action on the same form. We also record the product complaint in a register and put a "yes" in the corrected action column. The copies of product complaint/corrective action forms are kept as records.


We also have a nonconformity/corrective action register that we post incoming, procedure and standard nonconformity/corrective actions. My question is do I have to post the product complaint as nonconformity in both registers?


I did not think so until I ran across a product complaint that has a corrective action that is changing a procedure in the company. (Tap tee failed because fusion operator performed a fusion with a visible gouge on the pipe which occurred during fusion process). Procedures were re-written and technicians trained to eliminate this from happening again.

 

You don't "Have To"....but it sounds like combining the systems might be a more efficient way to go...

 

Thank you, Eric, I totally agree. The previous company I worked for used a database to monitor nonconformity, corrective action, customer feedback, etc. This company using Excel registers.

 

Consolidate the two systems into one. Use your register or log to record your n/cs and complaints and your c/a form to address them. If you have column on your register to categorize your n/c's you can summarize them (for trends) for management review as required by clause 9.3.2.c.4