Document qa50Nram1xJx8VXrN62nvwwKE

INTER-OFFICE MEMO TENNECO CHEMICALS, INC. s To \ From Route List W.C. Champion At * at Burlington Subject Quality Complaint Procedure Date September 27, 1974 Copy to-/File Attached is the Quality Complaint Procedure for resins and compounds, as developed in discussions with Manufacturing, Marketing, Business Group and R&D personnel. This procedure is intended for the handling of quality complaints only, as contrasted with service complaints (shipping schedules, packaging problems) or requests for technical assistance (Technical Service Requests), A product "quality complaint" may generally be defined as one where the product shipped does not meet established manufacturing or customer specifications. Poor per formance in the customer's plant may be a quality complaint, but gen erally will be handled as a Technical Service Request. It is requested that informational copies of all TSR's and reports relating to standard products be sent to Quality Control for distribution within the Manufac turing group as required. It should be stressed that supporting samples are necessary to the proper analysis of the customer's complaint. A detailed material des cription, particularly in compound (box number, pallet number, etc.) is also important. This procedure should be considered in effect October 1st. Attachments (4). WCC/ost Route List W.A. Britton H.B. Carr G.E. Disch M. Freifeld W.F. Gabel P. Gawason J.R. Gregor D.A. Guarino D.C. Hawk H.R. Horton C.B. Johnson F.W. Kanzler D.J. Krzywicki R. A, Loj ewski J.W. Me Broom G.I, Rozand P.R. Scarito R. Sherman A. C, Siegel D.I. Smalley R. Stevens J.T. Sweeney W.D. Wesely J.J. Zullo COLORITE 012890 TENNECO CHEMICALS, INC. ORGANICS & POLYMERS DIVISION QUALITY CONTROL QUALITY COMPLAINT PROCEDURE Date of Issue: September, 1974 This procedure provides a formal, routine method of handling field complaints relative to product quality. It should be followed for all quality complaints, even those where notification is the only purpose of the complaint. The procedure is as follows: 1. The complaint will generally be initiated by direct customer/ salesman contact, or by customer/product manager contact. The salesman or product manager will obtain the appropriate complaint information, along with samples demonstrating the problem. (The attached Quality Complaint form provides a guide to the informa tion required.) The information provided should be as specific as possible in identifying the problem, e.g. pallet or box numbers should be obtained in addition to lot numbers for compound com plaints. 2. The product manager assesses the validity of the complaint, fills in the attached form and sends it to the Quality Control Super visor (W.C. Champion), Copies are sent to R. Stevens, G.E. Disch, H.B. Carr, G.I. Rozand and the appropriate plant personnel: Flemington Resin J.T. Sweeneyand J.J. Zullo Burlington Resin P.R. Scaritoand A.C. Siegel Compound P.R. Scaritoand W.A. Britton 3. The Quality Control Supervisor assigns a file number to the com plaint. The complaint is investigated by the appropriate Quality Control and Production groups and the ''Manufacturing 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 of the Quality Control Laboratory. If additional information from or discussion with the customer is re quired, it will first be cleared through Marketing. Th form is returned to the Product Manager with copies distributed as above. The time between submittal and reply normally should not exceed three working days. If additional testing or investigation time is required, the Quality Control Supervisor will advise the Product Manager. * COLORITE 012891 Page 2 4. If the manufacturing analysis is sufficient to answer the prob lem, the Product Manager will advise the Field Salesman (by copy of the complaint form or by separate memo) who will then advise the customer. This should be noted under "Marketing Resolution", and a copy of the completed form returned to Quality Control. 5. If additional work or customer contact is required, this will be initiated by Marketing. Copies of any Technical Service Requests, memos or call reports relating to the problem should be sent to the Quality Control Supervisor for distribution within Manufactur ing and filing. These should be referenced under "Marketing Dis position". 6. _ Quality Control will be responsible for monitoring the flow of complaint forms and for reporting on the status of complaints on a regular basis. e COLQRITE 012892 TENNECO CHEMICALS, INC, ORGANICS & POLYMERS DIVISION , QUALITY COMPLAINT - RESIN/COMPOUND \ Date: Entered By: (Salesman or Product Manager) | No; (Assigned by QC)' Customer: (Name and Location) ""IProduct; ' ... | Plant: (Flemington, Burlington or Compound) Identification: (Lot Number, Shipment identification. Order Number, etc.) Details of Complaint: Customer's description of complaint. Include pounds involved, expected customer action (re turn or claim). Product Manager's analysis of complaint. Description of samples submitted. Reference any supporting information (call report, memo, etc.). Manufacturing Analysis and Corrective Action: Confirmation of problem. Investigation and report of causes. Recommendation of manufacturing corrective action or additional work. By: (Initials of Production-QC Investigators) Date of Reply: Marketing Action: 4 ''Customer Advised - Complaint Closed", If further action is needed, it should be noted here and date left blank. Reference any relevant call reports, TSR's, memos, etc,. * Date Closed: W.C. Champion - 9/27/74 COLORITE 0X2893 TENNECO CHEMICALS, INC, ORGANICS & POLYMERS DIVISION QUALITY COMPLAINT - RESIN/COMPOUND W.C, Champion 9/27/74 COLORITE 012894 FLOW CHART QUALITY COMPLAINT PROCEDURE (1) CUSTOMER initiates complaint v (2) SALESMAN or PRODUCT MANAGER obtainssupporting information, samples additional information as required v (3) PRODUCT MANAGER prepares complaint form, sends to ^ (4) QUALITY CONTROL SUPERVISOR (Copies to G.E. Disch, G.I. Rozand, H.B. Carr, R. Stevens, J.T. Sweeney/ J.J. Zullo (Flemington), P.R. Scarito/ A.C. Siegel (Burlington), P.R. Scarito/ W.A. Britton (Compound)), Quality Control and Production inves tigate complaint, fill out "Analysis and Recommendation" and return to V (5) PRODUCT MANAGER (copies as above) responds to---------- or ------------- requests 4' (6) SALESMAN, who contacts (8) CUSTOMER -p (7) Further work or analyses from PROCESS ENGINEERING or R&D. W.C. Champion 9/27/74, COLQRITE 012895 Route List H.B. Carr R.S. Cole Freifeld f Gabel o.k. Gregor Rr* B. Gross H.R. Horton G.B, Johnson FW, Kanzler D.J. Krzywicki R./^ Loj ewski L. Medeiros J.W Poarch P.M. Reed R.D. Richards G. I, Rozand P.R. Scarito A.C. Siegel J.T. Sweeney J.J. Zullo COLORITE 012896