Non-conformance and Client Complaint Form
v1.4
Purpose. Use this form to record product that does not meet specification, or a complaint received from a client, so that it can be investigated and corrected.
1.When to use this form
Complete this form when product is found outside tolerance at any stage, when a job is reworked or reprinted, or when a client reports a problem with delivered work. The form feeds the Non-conformance and Complaints Register.
2.Who completes it
The operator or customer service officer who finds the problem completes the details section. The department lead completes the disposition and root cause sections. Client Services records the client outcome.
3.Describing the non-conformance
State the job number, the stage where the problem was found, the specification that was not met and the quantity affected. Attach a sample where possible and record measurements such as colour density, trim size or fold position.
4.Disposition
The department lead must decide whether the product is reworked, reprinted, accepted by concession with client agreement, or scrapped. The cost of rework must be recorded against the job.
5.Root cause and prevention
The root cause must be identified using the five whys method and a corrective action recorded with an owner and due date. Repeat non-conformances will be reviewed at the monthly quality meeting.