INTRODUCTION TO CORRECTIVE ACTION AND REPLY CAR
At a time when the success of your business rests on reputation and the need for positive complaint management experiences. You should equip yourself with a process for sourcing, hearing, responding to, and fixing any internal or external complaints.
Complaints come in the form of an angry email, an awkward in-person encounter, or an unexpected phone call. As difficult and uncomfortable as they are, knowing how to respond to complaints is an important part of doing business, and they must be dealt with properly.
LEARNING OUTCOME
At the end of this course, the participants will be able to :
- Types of complaints
- Immediate action towards complaints.
- Conducting internal meeting on complaints
- Data collection for CAR request reply.
- Monitoring Improvement and acknowledgement before reply CAR.
- Drafting reply in CAR and submission.
- Follow up for respond and continuous monitoring.
TARGET AUDIENCE
- Quality assurance and quality control professionals
- Quality managers and supervisors
- Project managers
- Engineers and technical staff
- Anyone involved in product development and quality management
COURSE TRAINERS
All trainers are full time employees and experienced quality professionals. They are all practising consultants. Each one of them has come from a commercial or industrial management background and you will find they understand your requirements very well.
COURSE DURATION
This is a 1 day highly interactive, entertaining and useful course running from 9.00 am to 5.00 pm.
MODULE 1 – TYPES OF COMPLAINTS & SUITABLE PROBLEM SOLVING METHODOLOGY
- The severity of the complaint.
- Market claim complaints
- Determining suitable problem solving methodologies (8D, Why Why &etc)
- Workshop
MODULE 2 – IMMEDIATE ACTIONS
- Traceability to identify affected lots and deactivate parts flow.
- Review condition of existing stocks.
- Review relevant records.
- Activate rework process, sorting process or to do parts replacement.
- Workshop
MODULE 3 – CONDUCTING INTERNAL MEETING ON THE COMPLAINTS
- Quality Manager/ HOD to chair the meeting
- Defective samples/ complete information of complaints.
- Who to attend the meeting.
- Setting next action and assigning special task force and timelines.
MODULE 4 – DATA COLLECTION
- Gathering relevant old data and analyse
- Gathering relevant after improvement data and analyse
- Use date to do conclusion or new directions.
MODULE 5 – MONITORING IMPROVEMENTS AND ACKNOWLEDGEMENTS
- Monitor progress and results as set by the task force.
- Using data and actual samples for monitoring and acknowledging improvements.
- Validate sustainability of the new actions.
MODULE 6 – DRAFTING CAR & SUBMISSION TO CUSTOMER ON TIME.
- Conduct meeting on final conclusion to acknowledge the task force team.
- Drafting CAR reply in correct format as per customer’s requirement.
- Do CAR submission with improved samples, relevant documents and records.
MODULE 7 – FOLLOW UP PROGRESS FOR CAR CLOSURE & CONTINUE MONITORING AND SETTING NEW RULES
- Ensuring fulfilling customer’s extra requirements to close CAR.
- Continue monitoring of the new practices to ensure sustainability.
- Revise all the relevant documents to determine the new rules.