| 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