Rev.No.

01 Date: 10-08-04
KML CORRECTIVE ACTION - EXTERNAL REJECTION(CUSTOMER COMPLAINT) KMP-10B
PAGE NO.3 of 5

WITH WHO?
WITH WHAT? (COMPETENCE/SKILLS/TRAINING)
(MATERIALS/EQUIPMENT)
1. All Operators,Supervisors and
1.Plant machineries and Executives
Infrastructure 2. All HODs

INPUTS OUTPUTS

1. External rejection details.

2 Rejection samples. CORRECTIVE ACTION
1.Corrected and improved
3.Customer feed back. -EXTERNAL REJECTION products/processes
INPUTS OUTPUTS
(Customer complaint)
KMP-10B

HOW? MP/CP
(PROCEDURES/METHODS/ (PERFORMANCE INDICATORS)
TECHNIQUES)

1. Control of non conforming Refer BMS control plan

process-KMP-10
2. New product development
procedure.KMP-04
3.Manufacturing process SOPs
4. Final Inspection-KMP-09-01

PREPARED: REVIEWED : APPROVED :

 CORRECTIVE ACTION -EXTERNAL REJECTION Rev.No 01
KAR MOBILES LIMITED (CUSTOMER COMPLAINT)-KMP-10B
Rev.Date : 8/10/2004
PROCESS OWNER - ALL HOD ' S Page 4 of 5
Sequence of Interface of Process / Documents / Records
S.No. Flow
Activity Responsibility
Reference procedure
Details
Generated

START

Receive rejection details from the external Use customer complaint

1 customer ALL - HOD Control of non details for analysis 1.Customer complaint /

conforming product feedback form

KMP-08-06

Immediately contact the customer HOD - QA ------- Use the details and samples Initial reaction time trend

within 24 Hrs to dicuss about the nature sent by the customer for

of problem discussion.

2 Analyse rejections. All supervisors & Rework-SOP-QAD-04 1. Rejection data

executives 2. PFMEA report 1.Customer complaint /

3.Control plan feedback form

4. SOP 2..Non conformity reports

5. Process validation report KM-246

3 Identify root causes All supervisors & Control of non Use Why Why analysis to Why Why Analysis sheet

executives conforming product identify the root cause KM-267

KMP-08-06 or based on past Experience

Brain storm with relevant

personnel

Send the identified root cause to the HOD -QA ------ Use containment action Containment action trend

customer within 2 weeks details

A
A
 CORRECTIVE ACTION-EXTERNAL REJECTION Rev.No 01
KAR MOBILES LIMITED (CUSTOMER COMPLAINT)-KMP-10B
Rev.Date : 8/10/2004
PROCESS OWNER - ALL HOD ' S Page 5 of 5
Sequence of Interface of Process / Documents / Records
S.No. Flow
Activity Responsibility
Reference procedure
Details
Generated
A

4 If root cause not obtained -do- ------ ------ ------

Evaluate actions for the identified root All supervisors & Control of non ------ Action plan

5 causes. executives conforming product (3w+1H) KM-273

KMP-08-06

Implement actions& Install Error proof All supervisors & Control of non 1. Tool change frequency. 1. Poka Yoke

6 devise, wherever appropriate executives conforming product 2. Maintenance frequency. 2.Kaizen-KM-241

KMP-08-06 3.New inspection parameter

4. New test method

5. Inspection frequency

8 Document actions & update relevant -do- Document contlrol Update the details in 1. TGR/TGW-KM-262

documents KMP-14 Contlrol plan,SOP, TGW, etc. 2.Kaizen-KM-241

9 Extend actions taken to other similar -do- -do- Horizontally replicate to all 3.FMEA-KM-266

areas. the applicable areas.

10 Revisit PFMEA,SOP or control plan if NPD-CFT ------- Update the documents and 1. FMEA-KM-266

required. issue 2. SOP

3. Control plan-KM-201

11 Update/issue new document NPD-CFT ------- ------- -----

End
End