Customer Complaint & CPAR Procedure.pdf

Key points include:

- Applicable Standards: ISO 17021
- Purpose: To provide a formal mechanism for implementing corrective and preventive actions, ensuring they are effectively addressed.
- Scope: Applies to all products and all parts of the quality system.
- Responsibilities:
- The President: Responsible for the operation of the Corrective and Preventive Action System, reviews and approves CPARs, and verifies the implementation and effectiveness of actions.
- All employees: Responsible for responding to CPARs in a timely and effective manner.
- CPAR Generation: Valid requests can be created under various conditions, such as customer complaints, product nonconformities, quality system failures, vendor nonperformance, opportunities for improvement, or data collected during monitoring.
- CPAR Process:
1. Initiator completes the CPAR form and routes it to the President.
2. President reviews, endorses valid requests, assigns a response due date, and routes the form to the responsible person.
3. Responsible person investigates, addresses the issue, and responds within the specified timeframe.
4. President reviews the response, and if satisfactory, files the form in the "To be verified" file.
5. President (or designee) verifies the implementation and effectiveness of the action, closes out the form, and files it in the "Closed" file.
- CPAR Retention: Files are retained for at least one year after the date of closure.