Whistlekleen は、50 店舗を展開する全国規模のドライクリーニングおよびランドリー会社です。本社の監査を実施し、顧客からの苦情をサンプリングしています。苦情の 80% が同じ地域の 5 つの店舗から発生していることがわかりました。これらの苦情のほとんどは、顧客の洗濯物の損傷に関するものです。
品質管理マネージャーは、これらの店舗は会社で最も古い店舗だと言います。クリーニング機器を交換する必要がありますが、会社には現時点では余裕がありません。店舗マネージャーは、洗濯した素材の品質が悪いという理由で、クレームのほとんどを却下するように指示されていたことがわかります。
上級管理職にこの件を報告したところ、今後 5 年間でこれらの店舗の設備を交換する計画があると言われました。
顧客からの苦情ファイルを確認すると、高価なカシミアコートの損傷をめぐって組織が顧客との法的な紛争に直面していることがわかりました。
品質管理システムでこれをどのように処理するかについて最適なオプションを選択します。
正解：B
According to the ISO 9001:2015 standard, clause 10.2 requires organizations to review nonconformities, including any arising from customer complaints, and to take appropriate actions to determine the cause, implement corrections and preventive actions, and verify their effectiveness. The organization must also monitor the effectiveness of the actions taken and make changes if necessary.
In this scenario, the auditee is facing a legal dispute with a customer over damage to an expensive cashmere coat. This is a nonconformity that arises from customer complaint and has a significant impact on customer satisfaction and reputation. Therefore, clause 10.2 applies to this situation.
The best option for how this should be handled by the Quality Management System is B.
B means that the organization should report the situation to the customer with suggested remedial action. This option follows the principle of transparency and accountability, as well as respecting the customer's rights and expectations. The organization should also investigate the root cause of the damage and prevent it from happening again in other shops or products.
The other options are not appropriate because:
A means that the organization should settle the court case by negotiation with the customer. This option may not be feasible or satisfactory for both parties, especially if there is a large amount of compensation involved or if there are legal implications for other customers.
C means that the organization should make an offer to replace the coat with a new one. This option may not be sufficient or acceptable for both parties, especially if there is evidence of negligence or poor quality on behalf of the organization.
D means that the organization should give an explanation to the customer of what went wrong. This option may not be enough or convincing for both parties, especially if there is no evidence of negligence or poor quality on behalf of the organization.
