Lead Documentation-Quality,ACG Packaging Materials

Group Company

ACG Packaging Materials

Primary Responsibilities

Strategic and planning

Analyse customer complaints periodically and recommend appropriate corrective and preventive actions with a view to avoid re-occurrence.
Ensure compliance for up-dation of CTQ requirements in ZMIC (SAP) to eliminate repeat complaints from critical customers.
Ensure effectiveness of action plan which will avoid rejection at the customer end and help in COPQ.
Resolve technical issue at the customer by guiding during trials.
Core Functional
Core
Collect all information related to customer complaints required for analysis to identify root cause.
Coordinate with Production, Sales, Business Development department & customers for effective implementation of CAPA.
Track and maintain the effectiveness of the submitted CAPA against the customer complaints.
Maintain the records and samples in a systematic way for early retrieval and traceability.
Participate in Kaizen and other organisational initiatives related to improvement of product quality.
Provide support to customers for understanding and resolving challenges during online processing or physical visit at customer end.
Internal Processes
Provide all customer complaint analysis to all concerned departments to enhance their learnings.
Coordinate with Sales for arranging rejected material receipt at Factory and take further appropriate action.
Coordinate with internal customers and suppliers as required to ensure proper adherence of laid down procedures/action plan.

Key Result Areas

• Minimise Justified Customer Complaints
• Initiate mechanism for providing acknowledgement to the customer complaints to sales.
• Ensure timely and effective implementation of action plan provided against customer complaints and monthly tracking sheet to be maintained for compliance.
• Ensure technical closure time for customer complaints.
• Ensure order processing of customers as per Sales Order and Critical to Quality (CTQ).
• Ensure training of customer complaints is provided to the concerned team wherever applicable.
• Devise action plan to ensure its effective implementation to achieve reduction in COPQ as per business plan.

Key Interfaces

Internal Interfaces:
Planning
Production
Safety
Maintenance
Human Resources
Finance
Purchase
Development & Technology
Sales
Business Development
Operational Excellence
External Interfaces:
Suppliers & Vendors
Customers
Service providers.
Auditors.

Competencies