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audit as per the internal quality audit procedures. Details of verification
and effectiveness should be recorded on the respective customer complaint
or non-conformance report.
f.2.10 The management representative shall submit corrective action information
to management review.
f.3 Preventive action

f.3.1 The management representative will gather and analyse information from
such sources as contract review, management review, customer complaints,
audit reports, non-conformance reports, staff suggestions training and staff
appraisals, etc, in order to detect, analyse and eliminate potential causes
of non-conformities.

f.3.2 All staff are encouraged to submit to the management representative their
department heads, any suggestions on how improvements may be made
to the system or any observations that may indicate potential problems or
areas for improvement. Such observations may be submitted verbally or
in wiring.
f.3.3 Where potential causes of non-conformities are identified the management
representative shall request relevant functions within the company analyse
the potential problem and devise appropriate preventive action necessary
an internal audit may be intiated to assist the investigation.

f.3.4 The potential cause of non-conformities shall then be evaluated and
analysed in order to plan effective preventive action. The potential impact
on quality, costs, performance, dependability and customer satisfaction
should be taken into consideration.
f.3.5 Proposed preventive action shall be approved by the management
representative prior to implementation of preventive action shall be
approved and issued in accordance with document and data control
procedures.

f.3.6 The management representative shall monitor the implementation of
preventive action verify its effectiveness through analysis of applicable
appropriate information as mentioned in clause f.3.1 above. In the even of
any organizational or system changes the internal audit plan should be
updated to include such changes.

f.3.7 The management representative shall submit information on preventive
action for management review.

g. RECORDS
All customer complaint records and non-conformance reports, and information on
resulting corrective and preventive actions, shall be maintained by the management
representative for a minimum period of three years.
h. ATTACHEMENT

 Customer Complaint Record - QAP 140 - 01
 Customer Complaint Register - QAP 140 - 02
 Non-conformance Report Register - QAP 140 -03
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