D-129
Internal Customer Feedback and Continual Improvement Procedure – Laboratory Services
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1.0 Purpose The purpose of this procedure is to capture and act upon internal customer feedback related to laboratory services, supporting responsiveness, accuracy, and continuous improvement. 2.0 Scope This procedure applies to all feedback received from internal departments regarding lab testing services, communication, documentation, and results. 3.0 Responsibility It is the responsibility of Lab Management or Lab Representative to ensure feedback is acknowledged, logged, and addressed. It is the responsibility of Quality Management to monitor trends, lead corrective actions, and report during reviews. It is the responsibility of Internal Departments to provide timely, constructive feedback on lab Services. 4.0 Definitions Internal departments- Any department outside of the QC Laboratory in HBI Ion Labs 5.0 References ISO/IEC 17025:2017 Clause 8.6.2 6.0 Procedure 6.1 Submission [SOP Standard Operating Procedure SOP No Rev Internal Customer Feedback and Continual Improvement Procedure D-129 0 Page 2 of3 — Laboratory Services 6.1.1 Internal departments (Warehouse, Purchasing, Sales, Operations, etc) identify issues or improvement suggestions related to laboratory services. 6.1.2 Feedback is documented on the Internal Customer Feedback Form (D-129-F1). 6.1.3. The completed form is submitted directly to the Lab Manager or Lab Representative, either: 6.1.3.1 Hand-delivered 6.1.3.2 Placed in a designated “Lab Feedback Inbox” (physical inbox) 6.2 Logging and Acknowledgement 6.2.1 Lab Management or Lab Representative reviews the form for clarity and completeness. 6.2.2 The feedback form will be logged into a spreadsheet for acknowledgement of receipt. 6.2.3 A copy of the form may be kept with the department that submitted it, depending on preference. 6.3 Evaluation 6.3.1 Lab Management reviews the issue and, if needed: 6.3.1.1 Speaks with lab staff involved 6.3.1.2 Collects more information from the submitting department 6.3.2 For urgent items, actions may begin immediately before a formal response is written. 6.4 Action and Resolution 6.4.1 The lab documents any follow-up actions on the original feedback form (e.g., actions taken, resolution, responsible person). 6.4.2 Ifno action is taken, a brief explanation is noted. [SOP Standard Operating Procedure SOP No Rev Internal Customer Feedback and Continual Improvement Procedure D-129 0 Page 3 of 3 — Laboratory Services 6.5 Retention 6.5.1 Completed forms are filed by the Lab Manager in a physical binder. 6.5.2 These forms can be referred to during meetings or internal reviews. 6.6 Trend Analysis and Review 6.6.1 On a regular basis (e.g., monthly or quarterly), the Lab Manager reviews the folder for: 6.6.1.1 Recurring issues 6.6.1.2 Delayed actions 6.6.1.3 Opportunities for improvement 6.7 Key findings may be shared informally with management or in scheduled lab meetings. 7.0 Revision History | Rev | Date | Description of Changes | CCR # | By | |-----|----------|------------------------|-------|----| | 0 | 04/16/25 | New procedure N/A A.Shannon | - | - | [SOP @| )HBI":lon. Internal Customer Feedback Form Form: D-126-F1 CCR No. N/A Revision: 0 Submitted By [Name/Title/Date] Submitting Department L] Warehouse LJ Purchasing LI Sales [] Operations I R&D UL Other Nature of Feedback L] Delay (lJ Document Missing L] Communication LJ Result Error LJ Other Description of Issue Impact Preferred Response Time [] Urgent LJ 3 business days UJ 10 business days Proposed Suggestion (if any) Received By (Lab/QA) [Name/Title/Date] Corrective Action Taken LI Yes LJ No CAPA Reference (if applicable) L] N/A UO CAPA- Completed By [Title/Signature/Date] Approved By [Name/Title/Date]