Master Document

JohnsonDiversey India Pvt. Ltd. Unit – II Location – Nalagarh Dept. – QUALITY

ASSURANCE Area – QUALITY ASSURANCE

TITLE STANDARD OPERATING PROCEDURE FOR HANDLING CUSTOMER COMPLAINT & CUSTOMER
STATISFACTION

SOP No: SOP/GEN/QA/08 Revision No.: 00 Effective Date: 01.04.2007 Revision No. –
Rev. – 00 Review Date – 01/04/2009

1. Objective To define standard operating procedure for registering and handling of

customer complaint and customer satisfaction. 2. Scope – This procedure applicable
to all types of customer complaints including all types quality issues, customer
satisfaction and microbial contamination incident. The extended scope of this sop
covers the customer satisfaction program. 3. Responsibility – Customer complaint
information – Customer Service Customer complaint registration – Manager – Q. A.
Investigation and corrective action to be taken – Manager – Q. A. & Technical
Manager Customer satisfaction – Customer Service Team 4. Procedure – A. Customer
Service collects all available information to assist in the investigation including
Product Name, SKU, Lot Number, Quantity involved, Customer Name, address, JDI
number, Sales Rep, Business Group, Shipping location, Carrier etc. B. Customer
Service forwards information to Manager – Q. A. for Immediate Action and
Investigation. C. Responsible group (Action owner) is responsible for determining
and implementing Immediate Action necessary to protect the customer. D.
Investigation identifies root causes and approximate percentage of each. E.
Identification of suspect products especially those which could represent
significant health, safety, legal, environmental or quality concerns and
potentially require product recall and recovery action shall require prompt
Master Document
notification of appropriate internal subject matter experts. If these experts
believe further investigation is warranted, they shall notify any member of the
local/regional Product / Recall and Recovery Team. F. Corrective action will be
defined to address root causes of the Customer complaint. G. Permanent corrective
Actions will be prioritized and implemented, as per SOP of corrective action
Reference no. IMS/QA/04 Revision No. – Rev. 00. H. A summary of the investigation,
findings, corrective actions and planned verification for effectiveness will be
communicated to all involved. I. Planned verification for effectiveness measures
will be monitored. maintains, monitor and implement measurement systems on a
quarterly basis to identify trends and evaluate effectiveness of Corrective and
Preventive actions taken. This data is utilized to identify Continual Improvement
opportunities. K. Customer satisfaction (Customer perception as to JDI’s ability to
meet their requirements) must be measured annually by Customer Service through the
use of surveys or other statistical tools. 5. Abbreviations – Q. A. – Quality
Assurance 6. Reference: Corrective action SOP – IMS/QA/04 Revision No. – Rev. 00.
7. Records – Customer complaint registered – Manager – Q. A. Corrective action –
Executive – Q. A. 9. Attachments – Customer complaint format – Format No. –
FRM/QC/12 Revision No. – Rev. 00 J. The Q. A. department is responsible for the
complaint investigation and

Prepared by

Validated & Issued by

Approved by

Asst. Manager – Q. A. Date – 01.04.2007

Asst. Manager – Quality Assurance Date – 10.04.2007

Factory Manager Date – 10.04.2007