Management of inconsistencies in the quality management system
Keywords:quality management system, ISO 9001:2015, standard, claim, complaint, non-conformity.
In the presented work, a systematic analysis of the categories of "complaint", "claim" and "non-compliance" was carried out. The aim of the study is the definitional and categorical clarification of the specified categories, the determination of existing common attributes and potential opportunities for improving the efficiency of organizations due to the optimization of the relevant systems for managing complaints, claims and non-conformities. To achieve this goal, the main methodological approaches to complaints, claims and non-conformity administration are considered, including Six Sigma (6σ), 8D, FMEA and other methodologies. Based on a thorough analysis of the root causes of the emergence and initial provisions underlying the categories of complaints, claims and non-conformities, as well as their inherent system attributes, proposals were made for considering these categories as components of the integral process of management of non-conformities/complaints, which will make it possible to optimise the management resource, ensure high quality product characteristics and the overall efficiency of the organisation’s functioning.
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