Customer Complaint Response Timeline & 24h CAPA Protocol
Share
FAQ
SLA Commitment What are your exact response times and handling steps when a quality complaint is submitted?
We operate under strict ISO 9001 quality management procedures to ensure zero disruption to client production lines. When an IQC or application claim is logged, our QA desk executes the following response SLA:
1. Receipt Acknowledgment (<1 Hour): Immediate ticket creation and assignment to a dedicated Quality Assurance Specialist.
2. Technical Evaluation (<24 Hours): Inter-departmental review of retained master samples, coating batch logs, and customer defect media.
3. 8D CAPA Report (<48 Hours): Comprehensive Root Cause Analysis, Corrective Action Plan, and preventive measures delivered to your technical team.
4. Expedited Dispatch (<72 Hours): Priority slitting and air-express freight (DHL/FedEx) of compliant replacement rolls at our expense.
Need to escalate an urgent line-stop issue or request an immediate batch evaluation? Escalate to Quality Director on WhatsApp
Root Cause Analysis How do you ensure defect recurrence is prevented across future production lots?
8D Report & Batch Locking: Every verified claim triggers an immediate quarantine on the corresponding raw material lot in our ERP system. Our engineering laboratory conducts chemical analysis and shear strength testing against retain samples, issuing a formal 8D report detailing process parameter locks, blade calibration updates, or liner release adjustments before authorization of future production runs.
Inquire about our Quality Assurance System or request sample 8D report formats: Contact Quality Desk on WhatsApp