Flare Luminaires Pvt.
Ltd
PROCEDURE FOR CUSTOMER COMAPLINT HANDLING
1.1 PURPOSE
The purpose of this procedure is to define control methods and specific instruction for addressing
grievances reported by customer.
1.2 SCOPE
The process is applicable to all purchased raw material, parts, consumables and sub assemblies that
have been performed outside of FLPL.
This procedure is not applicable for the items that are not associated with production and/or quality
of manufactured product(s).
1.3 REFERENCE
ISO 2589-1 : Sampling Plan Indexed by AQL for Lot by Lot inspection
1.4 TERMS AND DEFINITIONS
Correction or Containment Action : Action to eliminate detected non conformity.
Lot/ batch: A collection of unit of product from which sample shall be drawn and inspected to
determine conformance with acceptance criteria.
Sample: In acceptance sampling, one or more units of product (or a quantity of material)
drawn from a lot for purposes of inspection to reach a decision regarding acceptance of the
lot.
Sample Size(n): Number of unit in sample
Acceptance Sampling Plan: A specific plan that indicates the sampling sizes and associated
acceptance or non acceptance criteria to be used.
Defect: A departure of quality characteristics that results in product, process or service not
satisfying intended normal usage requirements.
Nonconformity: A departure of quality characteristics that results in product, process or
service not meeting specified requirements.
Non conforming unit: A unit of product or service containing at least one non conformity
o AQL – Acceptance Quality Level
o SCAR – Supplier Corrective Action Report
o GIL – General Inspection Level
1.5 ROLE AND RESPONSIBILITY
Sl. Activity Responsibility
1. Sample selection and Inspection of items as per identified sampling Quality Inspector
Plan and procedure.
2. Preparation of inspection / Rejection report. Quality Inspector
3. Identification of accepted and rejected material. Quality Inspector
4. Approval of Inward Inspection report. In-charge IQA
5. Verification of Rejection report and Supplier communication In-charge IQA
Title – Procedure for Inward Quality Assurance Document Reference Controlled By
Date – 21st
Issue No - 01 Revision No - 00 FLPL/QP/01 Head , QA
Apr.2017
Flare Luminaires Pvt. Ltd
PROCEDURE FOR CUSTOMER COMAPLINT HANDLING
through
purchase for SCAR
6. Preparation of daily , weekly and Monthly MIS In-charge IQA
7. Verification of SCAR and effectiveness Monitoring. In-charge IQA
8. Preparation of supplier Quality rating on monthly, Quarterly basis. In-charge IQA
9. Vendor audit plan and vendor audit. In-charge IQA
10. Third Part testing of raw material as per plan. In-charge IQA
11 Review and Approval of material rejection report & SCAR Head Quality
12. Approval of Vendor Audit plan and NC closure. Head Quality
13. Review of Supplier Rating and Improvement action plan. Head Quality
14. Review of KPI. Head Quality
1.6 PROCESS MAP – TURTLE DIAGRAM
Risk
By what? (Machine/ material) Increased rework at production
By Whom? (Personnel)
LCR Meter, DMM, HV Tester, QA Head,
line due to outflow of defective
Vernier Calliper, Micrometer IQA In-charge,
Child part
Screw Gauge IQA Inspector
Process
Input Procedure for
Output
Purchased child part, Inward Quality Acceptance / Rejection decision on
Purchase Order, Assurance purchased part,
Store Receipt Voucher Supplier Quality Improvement
Supplier Test Report
How? (Procedure/Method) Support Process
1. Sampling Plan and selection 1. Stores
2. Purchased part verification KPI 2. Purchase
w.r.t , visual , Electrical, 1. Inward Lot Acceptance Ratio 3. R&D
Mechanical, Photometric, 4. CAPA, Calibration
2. SCAR against material
Functional, Chemical verification 5. Document control
rejection
Title – Procedure for Inward Quality Assurance Document Reference Controlled By
Date – 21st
Issue No - 01 Revision No - 00 FLPL/QP/01 Head , QA
Apr.2017
Flare Luminaires Pvt. Ltd
PROCEDURE FOR INWARD QUALITY ASSURANCE
1.7.1 PROCESS FLOW CHART – INCOMING MATERIAL VERIFICATION
Document /
Sl Input Process Flow Chart Output Check points Respo.
Format
START
1. Goods Inward Material storage Delivery challan, receipt date, Part Store I/C, FL/ST/RG 01
Register, ‘For QA description, Qty, Supplier name.
Material Receipt Information
Verbal inspection ‘
form store
communication designated area
2. Sampling Plan, Samples for Select homogenous sampling from Engineer FL/QA/PL 01
Selection of sample for IQA FL/ST/RG 01
Material Inward inspection multiple boxes/ packing, covering all - IQA
verification as per sample Plan
Register, date & lot codes
Verification of material as
3. Inward per specification Inspected Check MTC for acceptance. Engineer FL/QA/F 01
Pass Fail
Inspection Material as per Verify material as per applicable test - IQA FL/PU/ML 01
standard, test plan inward inspection standard with
Approved respect to Visual, Electrical,
supplier list, Mechanical, Photometric and other
IMTE, Supplier type of verification.
Test Report Ensure use of calibrated equipment
A B for verification
Sl Input Process Flow Chart Output Check points Respo. Document /
Title – Procedure for Inward Quality Assurance Document Reference Controlled By
Issue No - 01 Revision No - 00 Date – 21st Apr.2017 FLPL/QP/01 Head , QA
Flare Luminaires Pvt. Ltd
PROCEDURE FOR INWARD QUALITY ASSURANCE
Format
A
Pass
4. Goods Inward Preparation of Inward Inspection Updated GIIR Ensure recording of inspection test Engineer FL/QA/F 01
Inspection Report for lot acceptance with Acceptance / results against checkpoints - IQA
Report Rejection decision Update Result of inspection as
Accept or Reject.
5. Inward Identification of accepted parts Engineer
with IQA Acceptance sticker Material FL/QA/TG 01
Acceptance, Identify Accepted material with GIIR - IQA
identification with
rejection sticker No and date
sticker
, red tape
Updation of Inward Register & Updated GI Engineer
6. Goods Inward Update Goods Inward Register with FL/QA/RG 01
Information to stores Register with - IQA
Register. IQA verification results as Pass or
material Pass /
reject.
rej. qty.
Engineer
Handover of inspected Ensure the packing of inspected - IQA
7. Inspected Identified
samples to stores samples in original packing so as to
Samples inspected avoid damage and degradation.
samples.
1.7.2 PROCESS FLOW CHART – NG HANDLING
Title – Procedure for Inward Quality Assurance Document Reference Controlled By
Issue No - 01 Revision No - 00 Date – 21st Apr.2017 FLPL/QP/01 Head , QA
Flare Luminaires Pvt. Ltd
PROCEDURE FOR INWARD QUALITY ASSURANCE
Document /
Sl. Input Process Flow Chart Output Check points Respo.
Format
B Line Rejection
8. Goods inward Line Material Verify the line rejected material for In charge FL/PRD/RG 01
rejection , Verification. reported deviation. - IQA
Material Line Verification of Line
Rejection Reject complete lot O Rejection Material
Register, Rejection Ensure that rejection report is In charge FL/QA/F 01
under inspection
Report , updated with all relevant Part - IQA
number, Supplier, Make, Lot code;
receipt Qty, Inspected Qty, and Rej.
Return to Qty. deviated parameter against
production N acceptance etc
NG parameter is highlighted in
Rejection report.
Rejection report shall be duly
Preparation of GIIR and communication approved by Quality Head.
to store, purchase & Supplier
Identified NG Identify the rejected material with In charge
9. parts. part description / number, Qty, - IQA FL/QA/TG 02
NG material
Identification of rejected part with Rejection reason, date and QA
rejection sticker or red tape signature.
Rejection FL/ST/RG 02
Officer
Register, Ensure rejection material storage to
10. Identified NG stores
SCAR avoid damage & degradation.
lot In charge
Quarantine rejected lot by Supplier Update Rejection Register
Corrective Action
- IQA
moving it in to Rej. Store Follow up for SCAR
Monitor Effectiveness of SCAR
1.7.3 PROCESS FLOW CHART – VENDOR AUDIT & VENDOR QUALITY RATING
Title – Procedure for Inward Quality Assurance Document Reference Controlled By
Issue No - 01 Revision No - 00 Date – 21st Apr.2017 FLPL/QP/01 Head , QA
Flare Luminaires Pvt. Ltd
PROCEDURE FOR INWARD QUALITY ASSURANCE
Document /
Sl. Input Process Flow Chart Output Check points Respo.
Format
1. Part Inspection Update Daily Goods Inward Updated GIIR Vendor wise Monthly data for total lot In charge FL/QA/F 01
report (GIIR) Inspection Summary in Register summary register received, accepted & rejected with respect to - IQA
vendor.
2. Inward Inspection Vendor Rating Vendor Rating = In charge
Calculate vendor quality rating on FL/QA/QR 01
report summary Score. 100 x (Lot Accepted x 1 + Lot Rej. X - IQA
quarterly basis as per formula 0 + Lot Accept under deviation
0.5) / total lot received from vendor
3. Vendor Quality
Communicate vendor rating to
Rating Score Vendor Audit Plan Audit score to be communicated to vendor HOD – FL/QA/PL 02
suppliers through purchase and
Improvement plan for improvements, as applicable. QA , FL/QA/QR 01
review internally
Purchase
1. Vendor Quality Monthly Vendor Audit Plan Vendor audit Vendor shall be selected based on quality In charge FL/QA/PL 02,
Rating, Line schedule. rating , line rejection performance and field - IQA FL/QA/QR 01
complaint. complaint attributed to part supplied by
vendor In charge FL/QA/CS 01
Non compliance closure report follow Vendor Audit Details of non compliance against audit check - IQA FL/QA/ F 02
2. Audit check up and verification summary report. sheet.
sheet. Provide details of objective evidence In charge
- IQA
Verified and Verify Audit Observation compliance report
Vendor audit execution and NC
3. Audit compliance approved audit with respect to objective evidence of
reporting
report compliance report compliance to requirement
Title – Procedure for Inward Quality Assurance Document Reference Controlled By
Issue No - 01 Revision No - 00 Date – 21st Apr.2017 FLPL/QP/01 Head , QA
Flare Luminaires Pvt. Ltd
PROCEDURE FOR INWARD QUALITY ASSURANCE
1.8 KPI – IQA
Sl. KPI Unit of Target
Measurement
1 Lot Acceptance Ratio % TBD
2 Lot inspected per person No. TBD
per month
3 Response time for lot days TBD
inspection
1.8 Form and Formats
Sl Name of Format Doc. Control Number
1 Sampling Plan FL/QA/PL 01
2 Goods Incoming Inspection Report FL/QA/F 01
3 Material Inward Register FL/ST/RG 01
4 Inward Inspection Standard FL/QA/IS 01
5 Approved Supplier List FL/PU/ML 01
6 Inward Acceptance Sticker FL/QA/TG 01
7 Inward Rejection Sticker FL/QA/TG 02
8 Material Rejection Register FL/ST/RG 02
9 Material Line Rejection Register FL/PRD/RG 01
10 Inward Inspection Index FL/QA/GIIR 01
11 Vendor Quality Rating Report FL/QA/QR 01
12 Vendor Audit Plan FL/QA/PL 02
13 Vendor Audit Check Sheet FL/QA/CS 01
14 Vendor Audit Report FL/QA/ F 02
15 KPI – IQA FL/MG/01
16 Skill & Competency Matrix FL/HR/F01
Title – Procedure for Inward Quality Assurance Document Reference Controlled By
Date – 21st
Issue No - 01 Revision No - 00 FLPL/QP/01 Head , QA
Apr.2017
