5.3.1 Customer Problem Report Severity Classification The process owner or his/her delegate shall determine the severity of the customer problem based on the definitions of critical, major, and minor problems from the glossary of TL 9000 Measurements Handbook standard or in conjunction with customer arrangements. 5.3.1.1 Customer Problem Report Escalation Management shall ensure that customer complaints are responded to according to requirements of individual customers. If the customer has no requirement, responses shall be as follows: Issue Type Resolution Interval Escalation Critical Stops customer Resolved or deferred to When received, to the business or may a planned resolution Company President, cause safety date by customer updates until resolved problem, customer agreement within 10 requests immediate business days attention Major Serious impact on Resolved or deferred to When received to the to a planned resolution Process customer’s ability Owner’s do business date by customer Department agreement within 30 Head; Department calendar days Head will escalate to Company President as necessary to achieve interdepartmental support. Minor Minor impact on Resolved or deferred to Department Head when to a planned resolution issue has a customer’s ability do business, i.e., date by customer recommendation date small process agreement within 60 has been missed. issues, etc. calendar days 5.3.1.2 Notification About Problems The organization notifies all customers who may be affected by a Critical Problem Report by telephone calls and emails. 5.3.1.3 Providing Timely Feedback on Problem Reports
5.3.1 Customer Problem Report Severity Classification The process owner or his/her delegate shall determine the severity of the customer problem based on the definitions of critical, major, and minor problems from the glossary of TL 9000 Measurements Handbook standard or in conjunction with customer arrangements. 5.3.1.1 Customer Problem Report Escalation Management shall ensure that customer complaints are responded to according to requirements of individual customers. If the customer has no requirement, responses shall be as follows: Issue Type Resolution Interval Escalation Critical Stops customer business or may cause safety problem, customer requests immediate attention Resolved or deferred to a planned resolution date by customer agreement within 10 business days When received, to the Company President, updates until resolved Major Serious impact on customer’s ability to do business Resolved or deferred to a planned resolution date by customer agreement within 30 calendar days When received to the Process Owner’s Department Head; Department Head will escalate to Company President as necessary to achieve interdepartmental support. Minor Minor impact on customer’s ability to do business, i.e., small process issues, etc. Resolved or deferred to a planned resolution date by customer agreement within 60 calendar days Department Head when issue has a recommendation date has been missed. 5.3.1.2 Notification About Problems The organization notifies all customers who may be affected by a Critical Problem Report by telephone calls and emails. 5.3.1.3 Providing Timely Feedback on Problem Reports
QP1003_Corrective_and_Preventive_Action_Issue_1.docx