Document gb2RbZbJGOnG3O9vdqMnypdEN

f TENNECOINTER- OFFICE MEMO CHEMICALS, INC. * To Route List A At W.C. Champion At Burlington Subject Quality Complaint Procedure date August 22, 1974 Jcopy to File At the recent Compound quality review meeting, it was suggested that a uniform procedure be developed for handling customer quality complaints. The Marketing to Manufacturing feed-back provided by a formal, routine quality complaint procedure covering all complaints received (including those where notification of a problem is the only purpose of the com plaint), is a necessary part of the Quality Control program. The procedure outlined below represents a suggestion developed after consultation with Manufacturing, Marketing and Business Group personnel. This procedure is intended for product quality complaints only - service complaints (shipping schedules, packaging problems, etc.) would continue to be handled directly with Manufacturing inventory control or shipping personnel. This procedure is not designed to handle complaints relating to toll-produced resin or compound. Elements of the recommended procedure, as outlined on the attached flow sheet, are as follows: 1. The complaint will generally be initiated by direct customer/salesman contact, or by customer/product manager contact. The salesman or pro duct manager will obtain the appropriate complaint information. (The attached complaint form will be helpful to the salesman in determin ing what information is required.) 2. The product manager assesses the validity of the complaint, fills in the attached form,' and sends it to the Quality Control' Supervisor (W.C. Champion). Copies are sent to R. Stevens, G.E. Disch, H.B. Carr, G.I. Rozand, and the appropiate plant personnel. 3. The Quality Control Supervisor assigns a file number to the complaint. The complaint is investigated by the appropriate Quality Control group, and the "Analysis and Corrective Action" section filled out. Included should be any recommendations for further investigation by Engineering or R&D which is outside the scope bf the Quality Control Laboratory. If additional information from or discussion with the customer is re quired, it will first be cleared through Marketing. The form is returned to the Product Manager, with copies distributed as above. 4. If Quality Control analysis is sufficient, the Product Manager will ad vise the customer and indicate this under "Marketing Resolution". If R&D work is required, this should be handled through the currentlyexisting procedure. A copy of the completed form should then be for warded to Quality Control for their files. COLORXTE 012944 A Page 2 i Your comments and suggestions for improvement are solicited. I would like to receive them by September 13 so that the procedure may be finalized and issued as soon as possible. Attachments (2). WCC/jst W COLORITE 012945 \ To: W;C. Champion From: Product Manager QUALITY COMPLAINT No: Date Entered Date of Reply Date Closed CUSTOMER Customer name and location PRODUCT INFORMATION Product, lot number, shipment identification (car number, bill of lading number, date shipped, etc. ) DETAILS OF COMPLAINT Customer's description of complaint, Includes pounds involved and expected customer action eturn or claim). Product Manager's analysis of complaint. Description of samples submitted. QUALITY CONTROL ANALYSIS AND CORRECTIVE ACTION Confirmation of problem. Investigation and report of causes. Recommendation of Manufacturing corrective action or additional work. MARKETING ACTION "Customer Advised - Complaint Closed" (fill in date above). If further action is needed, it ould be noted here, e.g, "TSR # issued (date)", or "Corrective Action Required By process Engineering". COLORXTE 012946 Pgo?osre^) Opacity Q^mPuAhkct PeooFJb^fiie 4 bXLd COLORITE 012947