PROC-G-005 Procedimiento Para Atención de Quejas, Apelaciones y No-conformidades

8/18/2019 PROC-G-005 Procedimiento Para Atención de Quejas, Apelaciones y No-conformidades

1/7

JAMSA NDT PANAMÁ, S.A.Welding QA/QC Inspection and Consulting

Quality Management Manual

TAG:PROC-G-005

Version:1.0

Effective since:September 2014

Controlled document, prohibited its total or partial reproduction without authorization. Page 1 of 7

Procedure for handling complaintsand appeals.

JAMSA NDT S.A.


2/7



TAG:PROC-G-005

Version:1.0



CONTROLLED DOCUMENTPROC-G-004 Procedure for handling complaints and appeals.

Controlled Copy No. : 001

NameOccupationor function Signature Date

Developed: Eng. Juan Arévalo Supervisor 2014-09

Review: Eng. Mario Muñoz Wong GeneralManager

2014-09

Approved: Eng. Mario Muñoz Wong General

Manager

2014-09

Document location: Administrative archive

Changes Control

StatusValidity start

dateReview Change description Develop Reviewed Approved

Valid 2014-09-25 01 None (original version). JAP MMW MMW


3/7



TAG:PROC-G-005

Version:1.0



INDEX

1. OBJECTIVE AND SCOPE ____________________________________________ 4

2. DEFINITIONS AND NOTATIONS ______________________________________ 4

3. REFERENCES. ____________________________________________________ 4

4. MAIN BODY _____________________________________________________ 4

4.1.

Process Diagram ______________________________________________________ 5

4.2. Process description ____________________________________________________ 6

5.

RESPONSIBILITIES _________________________________________________ 6

5.1. General Manager _____________________________________________________ 6

5.2. Administrative Manager ________________________________________________ 6

5.3. Technical Manager ____________________________________________________ 6

5.4.

Inspector ____________________________________________________________ 7

6. RELATED FORMATS _______________________________________________ 7


4/7



TAG:PROC-G-005

Version:1.0



1.

OBJECTIVE AND SCOPE

This document establishes and outlines the procedure for handling complaints,

complaints and comments submitted by Jamsa customers, providing care and monitoring

mechanisms to identify the causes for the purpose of promoting continuous improvement

actions. The process description covers from delivery format FOR-G-010 "Format for

customer feedback" to the implementation of corrective actions using the format FOR-G-

007 "Format for handling complaints, appeals and nonconformity" which includes the

implementation of corrective measures.

2.

DEFINITIONS AND NOTATIONS

It is of use in this procedure definitions and notations those listed in the reference

documents thereof.

3. REFERENCES.

ISO/IEC 17020

4.

MAIN BODY

La atención de quejas, reclamos y apelaciones por parte del cliente es un tema sumamente

importante para el mantenimiento de los altos estándares de calidad exigidos por JAMSA.

Cada área debe atender las quejas pertinentes a sus responsabilidades y labores en la

prestación del servicio, a continuación se esboza el procedimiento a seguir.


5/7



TAG:PROC-G-005

Version:1.0



4.1.

Process Diagram


6/7



TAG:PROC-G-005

Version:1.0



4.2.

Process description

1) Complaint, appeal or complaint by the FOR-G-010 form or by any means, isreceived by the management or any member of the team of inspectors.

2) The general management assigns competition claim, complaint or appealaccording to their nature, administrative or technical.

3) The management relevant records and analyzes the complaint, appeal orgrievance.

4) Management establishes appropriate corrective action required, and the

precaution to prevent recidivism, using the FOR-G-007 "Format for handlingcomplaints, appeals and non-conformities" format.

5. RESPONSIBILITIES

5.1. General Manager

1) Receive any complaint, appeal or grievance from the client.2) Assign the appropriate management competence based on the nature of the

complaint, appeal or grievance.

3) If that is your competition, review and record the complaint, appeal or grievance.

4) Establish and implement necessary corrective action and prevent recidivism.5) Measure customer satisfaction regarding the corrective action taken.

5.2. Administrative Manager

1) Review and analyze complaints or complaints that incumbent to your workspace.2) Establish and implement necessary corrective measures, as well as preventing

recidivism.

3) Monitor the implementation of corrective and preventive actions.

5.3. Technical Manager

1) Review and analyze complaints or complaints that incumbent to your workspace.2) Establish and implement necessary corrective measures, as well as preventing

recidivism.

3) Monitor the implementation of corrective and preventive actions.


7/7



TAG:PROC-G-005

Version:1.0



5.4.

Inspector

1) Receive and transmit to senior management any complaint, appeal or grievance by the customer.

2) Apply corrective and preventive measures established by management.

6. RELATED FORMATS

1. FOR-G-007 format for handling complaints, appeals and nonconformities(including Corrective Actions).

2. FOR-G-010 Format for customer feedback.

PROC-G-005 Procedimiento Para Atención de Quejas, Apelaciones y No-conformidades

Documents

Transcript of PROC-G-005 Procedimiento Para Atención de Quejas, Apelaciones y No-conformidades