Auditee: Investigating and addressing customer complaints related to product quality is an integral part of our commitment to delivering safe and effective pharmaceutical products. Our procedure for handling customer complaints follows a structured approach to thoroughly investigate issues, implement corrective actions, and ensure continuous improvement.
Complaint Receipt and Documentation: When a customer complaint is received, the following steps are taken:
- Complaint Intake: The complaint is logged into our complaint management system, capturing details such as the nature of the complaint, product information, date of occurrence, and customer contact information.
- Initial Assessment: Our quality assurance team reviews the complaint to determine its severity, potential impact on patient safety, and whether it requires immediate action.
- Complaint Classification: The complaint is classified based on predefined categories, such as product defect, packaging issue, adverse event, or labeling concern.
Investigation and Root Cause Analysis: Once the complaint is classified, a thorough investigation is conducted to identify the root cause and contributing factors:
- Data Collection: Relevant data, including batch records, manufacturing data, and quality control results, are gathered for analysis.
- Root Cause Analysis: A cross-functional team conducts a root cause analysis to identify the underlying reasons for the complaint. This involves examining processes, materials, equipment, and any other relevant factors.
- Impact Assessment: The impact of the complaint on product quality, safety, and regulatory compliance is evaluated.
Corrective and Preventive Actions (CAPA): Based on the investigation findings, corrective and preventive actions are developed and implemented:
- Corrective Actions: Immediate actions are taken to address the specific complaint, such as product recall, rework, or labeling correction.
- Preventive Actions: Actions are defined to prevent similar complaints in the future. This may involve process improvements, employee training, or equipment upgrades.
- Implementation Plan: A detailed plan outlines the steps, responsibilities, and timelines for implementing each corrective and preventive action.
Communication and Resolution: After implementing corrective and preventive actions, the following steps are taken:
- Customer Communication: The customer is informed of the investigation results, actions taken, and any follow-up required.
- Resolution: If applicable, compensation or replacement products are provided to the customer as part of resolving the complaint.
Documentation and Review: Throughout the process, detailed documentation is maintained:
- Investigation Report: A comprehensive report documents the investigation findings, root cause analysis, and actions taken.
- CAPA Documentation: Records of corrective and preventive actions, including their implementation and effectiveness, are documented.
Through this well-defined procedure, we ensure that customer complaints related to product quality are thoroughly investigated, addressed, and used as opportunities for continuous improvement. Our commitment to maintaining product quality and customer satisfaction remains unwavering.