TAG:

PROC-G-005
JAMSA NDT PANAM, S.A.
Version:
Welding QA/QC Inspection and Consulting
1.0
Quality Management Manual
Effective since:
September 2014

Procedure for handling complaints

and appeals.

JAMSA NDT S.A.

Controlled document, prohibited its total or partial reproduction without authorization.

Page 1 of 7

TAG:
PROC-G-005
JAMSA NDT PANAM, S.A.
Version:
Welding QA/QC Inspection and Consulting
1.0
Quality Management Manual
Effective since:
September 2014

CONTROLLED DOCUMENT
PROC-G-004 Procedure for handling complaints and appeals.
Controlled Copy No. : 001

Name

Occupation
or function

Developed:

Eng. Juan Arvalo

Supervisor

2014-09

Review:

Eng. Mario Muoz Wong

General
Manager

2014-09

Approved:

Eng. Mario Muoz Wong

General
Manager

2014-09

Signature

Date

Document location: Administrative archive

Changes Control
Status
Valid

Validity start
date
2014-09-25

Review
01

Change description
None (original version).

Develop

Reviewed

Approved

JAP

MMW

MMW

Controlled document, prohibited its total or partial reproduction without authorization.

Page 2 of 7

TAG:
PROC-G-005
JAMSA NDT PANAM, S.A.
Version:
Welding QA/QC Inspection and Consulting
1.0
Quality Management Manual
Effective since:
September 2014
INDEX
1.

OBJECTIVE AND SCOPE ____________________________________________ 4

2.

DEFINITIONS AND NOTATIONS ______________________________________ 4

3.

REFERENCES. ____________________________________________________ 4

4.

MAIN BODY _____________________________________________________ 4

4.1.

Process Diagram ______________________________________________________ 5

4.2.

Process description ____________________________________________________ 6

5.

6.

RESPONSIBILITIES _________________________________________________ 6
5.1.

General Manager _____________________________________________________ 6

5.2.

Administrative Manager ________________________________________________ 6

5.3.

Technical Manager ____________________________________________________ 6

5.4.

Inspector ____________________________________________________________ 7

RELATED FORMATS _______________________________________________ 7

Controlled document, prohibited its total or partial reproduction without authorization.

Page 3 of 7

TAG:
PROC-G-005
JAMSA NDT PANAM, S.A.
Version:
Welding QA/QC Inspection and Consulting
1.0
Quality Management Manual
Effective since:
September 2014

1. OBJECTIVE AND SCOPE

This document establishes and outlines the procedure for handling complaints,
complaints and comments submitted by Jamsa customers, providing care and monitoring
mechanisms to identify the causes for the purpose of promoting continuous improvement
actions. The process description covers from delivery format FOR-G-010 "Format for
customer feedback" to the implementation of corrective actions using the format FOR-G007 "Format for handling complaints, appeals and nonconformity" which includes the
implementation of corrective measures.

2. DEFINITIONS AND NOTATIONS

It is of use in this procedure definitions and notations those listed in the reference
documents thereof.

3. REFERENCES.

ISO/IEC 17020

4. MAIN BODY
La atencin de quejas, reclamos y apelaciones por parte del cliente es un tema sumamente
importante para el mantenimiento de los altos estndares de calidad exigidos por JAMSA.
Cada rea debe atender las quejas pertinentes a sus responsabilidades y labores en la
prestacin del servicio, a continuacin se esboza el procedimiento a seguir.

Controlled document, prohibited its total or partial reproduction without authorization.

Page 4 of 7

TAG:
PROC-G-005
JAMSA NDT PANAM, S.A.
Version:
Welding QA/QC Inspection and Consulting 1.0
Quality Management Manual
Effective since:
September 2014

4.1. Process Diagram

Controlled document, prohibited its total or partial reproduction without authorization.

Page 5 of 7

TAG:
PROC-G-005
JAMSA NDT PANAM, S.A.
Version:
Welding QA/QC Inspection and Consulting
1.0
Quality Management Manual
Effective since:
September 2014

4.2. Process description

1) Complaint, appeal or complaint by the FOR-G-010 form or by any means, is
received by the management or any member of the team of inspectors.
2) The general management assigns competition claim, complaint or appeal
according to their nature, administrative or technical.
3) The management relevant records and analyzes the complaint, appeal or
grievance.
4) Management establishes appropriate corrective action required, and the
precaution to prevent recidivism, using the FOR-G-007 "Format for handling
complaints, appeals and non-conformities" format.

5. RESPONSIBILITIES
5.1. General Manager
1) Receive any complaint, appeal or grievance from the client.
2) Assign the appropriate management competence based on the nature of the
complaint, appeal or grievance.
3) If that is your competition, review and record the complaint, appeal or grievance.
4) Establish and implement necessary corrective action and prevent recidivism.
5) Measure customer satisfaction regarding the corrective action taken.

5.2. Administrative Manager

1) Review and analyze complaints or complaints that incumbent to your workspace.
2) Establish and implement necessary corrective measures, as well as preventing
recidivism.
3) Monitor the implementation of corrective and preventive actions.

5.3. Technical Manager

1) Review and analyze complaints or complaints that incumbent to your workspace.
2) Establish and implement necessary corrective measures, as well as preventing
recidivism.
3) Monitor the implementation of corrective and preventive actions.

Controlled document, prohibited its total or partial reproduction without authorization.

Page 6 of 7

TAG:
PROC-G-005
JAMSA NDT PANAM, S.A.
Version:
Welding QA/QC Inspection and Consulting
1.0
Quality Management Manual
Effective since:
September 2014

5.4. Inspector
1) Receive and transmit to senior management any complaint, appeal or grievance
by the customer.
2) Apply corrective and preventive measures established by management.

6. RELATED FORMATS

1. FOR-G-007 format for handling complaints, appeals and nonconformities

(including Corrective Actions).
2. FOR-G-010 Format for customer feedback.

Controlled document, prohibited its total or partial reproduction without authorization.

Page 7 of 7