Procedures – Vision Iso Certification

SN	Procedure
	1. Report non conformance
1.1	The client will write down the complaint or the appeal through the Emil or online form.
1.2	The one who receives the Complaint or the appeal will report to the Quality Manager who is responsible for investigating the case.
1.3	Major non-conformances are classified as those that may affect; process of the certification; completion of the work; the operational performance of the company.
1.4	The QM will discuss it with the Managing Director if needed.
	2. Recording Non-conformities
2.1	The Quality Manager will keep records of the non-conformities VI -CAR-F01/V2
2.2	Non-Conformance Reports (NCR’s) shall be raised by to the main office of VISION in VI -CAR-F01/V2
	3.Corrective Action
3.1	A complaint will be reviewed by an independent function and assigned to respective persons/management roles for quick and secure handling.
3.2	They must carry out the most appropriate corrective action that suits the urgency of the situation.
3.3	Review the risk assessment for the activity before action is taken and if necessary, amend it in light of the circumstances.
3.4	Where required, arrange a visit to the client and identify the most suitable solution for the problem. Depending on the nature of the problem, involve the auditor team and the Managing director in resolving the issue.
3.5	After the complaint or appeal has been processed the party lodging the complaint receives a final answer.
3.6	The appeal will be sent to the MD who will provide confirmation on the corrective action.
3.7	The corrective action will be sent to QM who will register it and provide confirmation of receipt to the appellant.
3.8	Review all the appeals and complaint in the MRM
	4.Preventive action
4.1	Potential nonconformities are identified on the basis of the nature and cause of the nonconformity, process / operation affecting product quality, audit results, quality records, concessions, service record and customer complaints /feedback.
4.2	Potential non-conformity is analyzed to investigate the cause of the nonconformity and the preventive action is decided to eliminate its cause. .
4.3	Preventive action are communicated to all concerned for their effective implementation, which are verified in the next internal quality audit to ensure their effectiveness, and reviewed in the management review meeting.
4.4	Record of the nonconformance, its corrective and preventive action taken and Verification is maintained.

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