The purpose of the corrective and preventive action procedure is to provide effective arrangements for communicating with ourselves and our customers in the event of an issue, complaint or otherwise in the controlling of foreseen or unforeseen errors within our systems of work.
It is also a procedure designed to provide a thorough, professional and dedicated service to our customers in order to achieve complete customer satisfaction by means of correcting our addressed problems within our work structure and with our clients.
We aim to satisfy our customers by the elimination of problems and to give to them a complete reassurance of our responsibility to them.
All of our customers and business relations are extremely important to us. We aim to strive to achieve zero complaints at WiSS Ltd – although not always possible. We aim to do this by a professional and thorough service to our customers and clients. If that is not achieved then we as a business strive to achieve as efficient a business as possible and to give our customers as complete satisfaction that we can possibly deliver.
It is the responsibility of the Director to see that complaints are fully reviewed, discussed and if possible arrangements put into place to ensure that the problem does not occur again, including the use of audits to ensure corrective action.
We hope that most problems can be resolved simply by getting in touch with us. If a client remains unhappy about a problem after speaking in non formal terms, they may wish to register a formal complaint. If a formal complaint is registered, a meeting with the Director is set up to resolve the issue.
We aim to deal with any issues that may occur within the early stages of the design process. We will:
1.Treat all complaints seriously and deal with them properly
2.Resolve complaints promptly
3.Learn from complaints and take action to improve our service in order to maximize customer relations and to eliminate a repeat of problems encountered
If a formal complaint is made about our services and products a meeting is arranged between the customer and the Director to discuss the issue. During this meeting the Director will fill out the customer complaint form. The details of the complaint are recorded and filed accordingly.
Once a complaint has been dealt with by a meeting with the Director, the project team will have a meeting to discuss the outcome and any possible changes or improvements that could be made.
An indication should be given as to the error, whether preventable and / or unforeseeable human error.
Consideration should be made depending on the risks involved, particularly those that may have product liability and health implications.