4.7 Service to the customer
Policy
The PTL Laboratory
is committed to providing a good service to the customer. This shall be achieved
by
- maintaining a good
communication
- clarifying the
customer’s request
- monitoring the
laboratory performance
- maintaining
confidentiality with other customers
- minimizing delays or
major deviations in the performance of tests
4.7.1 The
laboratory is willing to cooperate with customers or their representatives in
clarifying the customer’s request and in monitoring the laboratory's
performance in relation to the work performed, provided that the laboratory
ensures confidentiality to other customers.
Such
cooperation may include.
a) providing the customer or the customer
representative reasonable access to relevant areas of the laboratory for the
witnessing of tests performed for the customer.
b) preparation, packaging, and dispatch of
test items needed by the customer for verification purposes
Communication with the customer is maintained throughout the work. The laboratory
informs the customer of any deviations in the performance of the tests.
4.7.2 The laboratory seeks feedback, both positive and negative, from
its customers. The feedback is used and analyzed to improve the management
system, testing activities and customer service. A documented procedure (PTL/QSP/04)
has been developed to collect and evaluated customer feedback.
The laboratory has a system to
collect feedback from their customers on regular basis. The feedback form is
sent to the customers along with their test reports in hard copy and also
email. The received feedback forms are evaluated and analyzed to improve the
management system, testing and to provide efficient and timely information to
the best of customers satisfaction.
The management analyses the customer feedback and forms and uses for improving the customer’s satisfaction level. For present capacity of providing services existing workspace, building and other resources i.e. machines and associated equipment, trained personnel, process control equipment are found to be sufficient and provided service quality and meeting customer requirements
Responsibility
The person(s)/position responsible for authorizing the customers are
defined in the procedure (PTL/QSP/04)
Procedure
A procedure (PTL/QSP/04) is developed for
providing services to the customers.
Records
Records to be maintained are defined in the procedure
(PTL/QSP/04)
4.8 Complaints
Policy
The PTL is committed to deal and resolve the customer complaints on top priority to the customer’s satisfaction by initiating prompt and appropriate action within the framework of existing management system.
Responsibility
Quality Manager is responsible for recording all the complaints (written or oral)
Procedure
The laboratory has a procedure (PTL/QSP/05) for the resolution of complaints received from customers or other parties. Records are maintained of all complaints in a “Complaint Register”
For the resolution of complaints received from customers and other parties, a register/record is maintained of all the complaints received and corrective measures are taken up by the laboratory to the best of customer satisfaction.
The complaint is then investigated by performing the root cause analysis and making subsequent recommendations for the corrective actions to follow.
The customer is all the times being informed about the actions initiated on the part of the laboratory.
The complaint record includes the following information-
a) Details of the complaints (type, nature etc.)
b) Investigation
c) Corrective action
d) Follow up verification
Records
Records are defined in the procedure (PTL/QSP/05)
3. PTL /QSP/03 Procedure for Purchasing, Services and Supplies
4. PTL /QSP/04 Procedure for Service to the Customer
5. PTL /QSP/05 Procedure for Customer Complaints
6. PTL QSP/06 Procedure for Control of Non-Conforming Testing.
7. PTL /QSP/07 Procedure for Improvement
8. PTL /QSP/08 Procedure for Corrective Action
9. PTL /QSP/09 Procedure for Preventive Action
10. PTL /QSP/10 Procedure for Control of Records
11. PTL /QSP/11 Procedure for Internal Audit
12. PTL /QSP/12 Procedure for Management Review
13. PTL /QSP/13 Procedure for Training
14. PTL /QSP/14 Procedure for Housekeeping
15. PTL /QSP/15 Procedure for Estimation of Uncertainty of measurement
16. PTL /QSP/16 Procedure for Equipment
17. PTL /QSP/17 Procedure for Measurement Traceability and Calibration
18. PTL /QSP/18 Procedure for Sampling
19. PTL /QSP/19 Procedure for Handling of Test and Calibration Items
20. PTL /QSP/20 Procedure for Assuring the Quality of Test
21. PTL /QSP/21 Procedure for Reporting of Results
22. PTL/QSP/22 Procedure for use of NABL Symbol
Note: Replace DTL with PTL for Drug Testing Laboratory.
Hi. I’m Writer of Researchsop.com. ’ ’ Please share these SOPs to all concern pharma people for their development. I like to fullfill the need of curious people. These things inspire me to make things looks better.
0 comments:
Post a Comment