Customer complain/ feedback/ Defect Analysis and Investigation form (Fish-bone Diagram)

In any manufacturing sector, we have to give concentration to make products with well maintained quality. To ensure good quality, we have to reduce defects. For similar products, similar defects comes again and again. Too much defects leads to delay in production due to too much alteration of defected parts. Moreover, it leads to customer complain as well. So, we need identify top defects and do defect analysis in an established method. One of the many established method, Fish-bone diagram is the most popular one. It is also know as cause effect analysis. It is the most popular method for brain storming. We shall show you how to use a fish bone diagram to perform a Customer complain/ feedback/ Defect analysis. 

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Customer complain/ feedback/ Defect analysis and Investigation form

Complain/ Feedback Details:

Date:                            ……………………………………………………

Customer Name:          ……………………………………………………

Received by:                ……………………………………………………

Received through:        Verbal /Over phone/ Over mail /…………………..

Complain details:         ……………………………………..………………

Cause and Effect Analysis

(Fish-bone Diagram)

Investigation Details and Action points

Ref. no.	Complain/ feedback / Defect details	Investigation of Root cause (from Fish bone diagram)	Corrective Action taken	Preventive Action plan	Action by	Action Date
		Man:
		Method:
		Machine
		Material:
		Environment

Remarks:                      ………………………………………………………………………..

Investigation done by: ………………………………………………………...........................

 Investigation Date:  ......................................................................................................

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[DEMO:]

Customer complain Investigation form

Complain Details:

Date:                            15-Jan-18

Customer Name:          ABC International

Received by:                Quality Manager.

Received through:        Verbal (Over phone)

Complain details:         Garments quality was found unsatisfactory. Following problems were found: Fly yarn, Hole, Loop, oil spot

Cause and Effect Analysis

(Fish bone Diagram)

Investigation Details and Action points

Ref. no.	Complain details	Investigation of Root cause (from Fish bone diagram)	Corrective Action taken	Preventive Action plan	Action by	Action Date
01.	Garments quality was found unsatisfactory. Following problems were found: Fly yarn, Hole, Loop, oil spot	Man: Unskilled operator, Carelessness, Lack of knowledge of defects	On-job Training was provided to the workers.	Internal meeting regarding key processes with all production workers and quality inspectors will be taken before starting any new style.	Quality Controller and supervisors.	27-Jan-18
		Method: Poor control, Improper supervision	Supervisor and Quality controller were advised for better monitoring	Supervisor and Quality controller will be advised to monitor production process properly.	Quality Manager.	27-Jan-18
		Machine: Improper machine set up, Improper machine maintenance	All the machines were checked and adjusted properly to ensure proper quality.	Mechanics will check the machines regularly and to ensure proper set up and no oil leakage.	Maintenance Manager	27-Jan-18
		Material: Poor quality raw material, Improper machine maintenance	Defected raw materials has been changed from store with good raw materials.	Incoming Raw Material inspectors will be given on-job training.	Store manager	27-Jan-18
		Environment: Fly dust and fiber in air	Dust cleaning operation has been introduced in packing section.	Manual dust cleaning operation will be introduced for every style before packing.	Finishing in-charge	27-Jan-18

Remarks: All actions will be taken immediately by concerned persons. 

Investigation done by: Quality Manager

Investigation Date:       18-Jan-18