Customer Concern Resolution Form

Concerned Department: Customer: Date Concern was Raised/ Received: SBM Point Person: Customers Point Person: Date of Meeting with Customer:

Details of Customer Concern

Root Cause

(not required for Observation)

Correction
Action Plans Responsibility and Target Date Signature

Corrective Action
Action Plans Responsibility and Target Date Signature

Close-out Notes
Close-Out Reviewed and Approved by: Close-out Date Manager / Head Remarks:

Guidelines on Using the Form

The team is required to identify the appropriate: (1) Root Cause, (2) Correction, and (3) Corrective Action.
ROOT CAUSE Root Cause refers to the real cause of a problem which, if adequately addressed, will prevent a recurrence of that problem. Corrections are actions to eliminate a detected problem This includes immediate solution that needs to be done to contain the problem, fix the damage that has happened, and reverse the bad effect of the non-conformity (if possible). The Target Date for the Completion of the proposed Correction shall be indicated. Corrective Action refers to action taken to remove the causes of an existing problem or undesirable situation. The corrective action process is designed to prevent the recurrence of nonconformities or undesirable situations. It tries to make sure that existing nonconformities and situations dont happen again. It tries to prevent recurrence by eliminating the root cause. Corrective actions address actual problems. Because of this, the corrective action process can be thought of as a problem solving process. The Target Date for the Completion of the proposed Corrective Action shall be indicated.

CORRECTIONS

CORRECTIVE ACTION

Under very rare circumstances, either correction or corrective action may alone be sufficient to address non-conformity. Not every problem that needs correction requires corrective action. On the other hand, sometimes a problem or nonconformance does not require a correction, but there is a need to investigate the cause and prevent reoccurrence. Again, these decisions should be made on a case by case basis, depending on situational factors. If you believe this rare circumstance applies to one of your Non-conformities, please provide a justification statement. The justification will be reviewed by the Quality Management Representative for it validity. The implementation the identified action plan shall be reviewed by a higher management (higher than the SBM employee involved) preferable at the level of Country Manager, Vice President, or equivalent. It highly suggested that the reviewer verifies that the customer is contented with the deployed actions.