Microsoft Word - 3.001-R0.docx

| Standard Operating Procedure
Complaint Procedure | SOP No.

3.001 |
| --- | --- |
| | Effective: 02-25-13
Supersedes: N/A
Revision Date: 02-25-13
Page No.:1 of 3 |
| DCR No.:12007
Revision No.:0 |

1

Purpose

1.1 To provide a method to receive, evaluate, and take the necessary action
to resolve customer complaints. For the purpose of this procedure, a
"customer" is defined as both internal and external. An external customer
is one that the company provides products/services to or for. An internal
customer is one that exists inside the company (department to
department).

2

Scope

2.1 The scope of this procedure includes complaints received at Therma
regarding all production quality issues from internal and external
customers.

3

Responsibility

3.1 The QA/QC Manager is responsible for managing the complaint process.

4

Procedures

4.1 Recipient of the complaint shall record the details of the complaint in
Section 1 of the Customer Feedback or Complaint Form (FN 3.001.1).

4.2 Recipient of the complaint shall then deliver the form to the QC Manager.

4.3 Upon receipt of the Form FN 3.001.1 with Section 1 completed, the QCM
shall record the complaint on the CFC log and assign the complaint the
next available CFC Log number.

4.4 The QCM shall then review the complaint on the form with the appropriate
department manager and ensure the appropriate Immediate Response is
initiated.

4.5 The QA/QC Team shall then review the complaint.

4.6 The QA/QC Team shall then perform Root Cause analysis to identify the
cause(s).

4.7 Corrective action(s) shall be identified and assigned to responsible
department manager.

4.8 Corrective action(s) shall be monitored by the QA/QC Team to ensure
proper follow-through.

4.9 The QA/QC Team shall determine if preventative actions are required to
avoid recurrence.

4.10 The QA/QC Team shall assign preventative actions to the appropriate
party and ensure implementation.

4.11 The person(s) initiating the complaint shall be contacted by the QA/QC
Team and advised of the action(s) taken.

5

Review and Approval

5.1 This procedure shall be reviewed and approved by the following
department managers:

5.1.1 Piping Operations
5.1.2 Engineering
5.1.3 Operations
5.1.4 Service
5.1.5 Process Systems
5.1.6 Quality Assurance

Document Approval

Piping Operations Manager
2-25 Date
-13

Engineering Manager
2 Date
25-13

Operations Manager
2/25 Date
5/13

Process Systems Manager
2/25 Date
13

Service Manager
2/25 Date
13

Quality Assurance Manager
02/2 Date
5/13