Sales Return

Clause 8 of ISO 9001:2008

November 6th , 2011

Clause 8 of ISO 9001 covers customer satisfaction surveys, internal audits, non-conforming product, analysis of data, continual improvements and corrective and preventive actions. We will only discuss a few of the areas which are otherwise difficult to handle in a company.

In ISO, internal audit tracking is quite difficult to manage as observations, non-conformances have to be sent from the auditors to auditees and this involves a lot of back and forth emails. Using Touchbase, one can make the audit plan, set the auditor and auditee names in the product workflow and all documents will flow in the system through the workflow. At the end of the audit, one can compile the results in the form of a dashboard with clause wise summary and this can be presented to the management in the Management Review Meeting.

A similar dashboard can be prepared after completion of customer satisfaction survey and choosing of parameters to present is quite easy. Data analysis is also easy using the dashboard feature of the product.

Handling of non-conformities is done physically in the engineering industry by isolating the non-conforming products, but Touchbase has a defect tracking module to handle non-conformities in a software development environment.

Corrective and Preventive action (CAPA) feature can be easily handled using the workflow feature of Touchbase. CAPA can be collated from all the sources, tracked and presented in a dashboard and this will lead to continual improvements if required.