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The effectiveness of implementation CAPA on managing complaints in George Kent (Malaysia) Berhad / Nuraina Amirah Muhamad Sani

The purpose of this paper is to understand the customer complaint process/flow; to study the CAPA is the successful tool to develop the quality of the product; and the effectiveness of CAPA on managing complaints in George Kent Malaysia (GKM). Data are collected by doing interview with three GKMs st...

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Main Author: Muhamad Sani, Nuraina Amirah
Format: Student Project
Language:English
Published: 2018
Subjects:
Management. Industrial Management
Consumer complaints. Complaint letters
Online Access:https://ir.uitm.edu.my/id/eprint/49701/1/49701.pdf
https://ir.uitm.edu.my/id/eprint/49701/
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spelling my.uitm.ir.497012021-09-15T03:37:24Z https://ir.uitm.edu.my/id/eprint/49701/ The effectiveness of implementation CAPA on managing complaints in George Kent (Malaysia) Berhad / Nuraina Amirah Muhamad Sani Muhamad Sani, Nuraina Amirah Management. Industrial Management Consumer complaints. Complaint letters The purpose of this paper is to understand the customer complaint process/flow; to study the CAPA is the successful tool to develop the quality of the product; and the effectiveness of CAPA on managing complaints in George Kent Malaysia (GKM). Data are collected by doing interview with three GKMs staff who is capable of contributing to the subject matter which is the Quality Engineering Team from metering divisions and by review document received from GKMs Document Controller. There are eight step in managing customer complaint in GKM. GKM has more detailed process on customer complaint. The step involved the QE team and Sales Department. CAPA procedure is a part of the Quality Management Systems (QMS). Quality Tools is a tool that can identify problem related with the quality of the product or process. CAPA Procedure investigate the root cause analysis of any problem or deviation. CAPA is an important path towards improvement and-effectiveness of Quality Management System (QMS) because it plays an important role lead to the quality of the product or system which has continuous improvement. The effectiveness of CAPA can be measure when there is no repeated cases happened within three months, and the number of CAPA issued decreasing. The number of CAPA issued are decreased significantly from 2016 until 2018. The result in this paper is insufficient to be effective enough since the limited number of workers been interviewed. It is difficult to get the cooperation from the respondent to making a time for the interview session. 2018 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/49701/1/49701.pdf ID49701 Muhamad Sani, Nuraina Amirah (2018) The effectiveness of implementation CAPA on managing complaints in George Kent (Malaysia) Berhad / Nuraina Amirah Muhamad Sani. [Student Project]
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Management. Industrial Management
Consumer complaints. Complaint letters
spellingShingle Management. Industrial Management
Consumer complaints. Complaint letters
Muhamad Sani, Nuraina Amirah
The effectiveness of implementation CAPA on managing complaints in George Kent (Malaysia) Berhad / Nuraina Amirah Muhamad Sani
description The purpose of this paper is to understand the customer complaint process/flow; to study the CAPA is the successful tool to develop the quality of the product; and the effectiveness of CAPA on managing complaints in George Kent Malaysia (GKM). Data are collected by doing interview with three GKMs staff who is capable of contributing to the subject matter which is the Quality Engineering Team from metering divisions and by review document received from GKMs Document Controller. There are eight step in managing customer complaint in GKM. GKM has more detailed process on customer complaint. The step involved the QE team and Sales Department. CAPA procedure is a part of the Quality Management Systems (QMS). Quality Tools is a tool that can identify problem related with the quality of the product or process. CAPA Procedure investigate the root cause analysis of any problem or deviation. CAPA is an important path towards improvement and-effectiveness of Quality Management System (QMS) because it plays an important role lead to the quality of the product or system which has continuous improvement. The effectiveness of CAPA can be measure when there is no repeated cases happened within three months, and the number of CAPA issued decreasing. The number of CAPA issued are decreased significantly from 2016 until 2018. The result in this paper is insufficient to be effective enough since the limited number of workers been interviewed. It is difficult to get the cooperation from the respondent to making a time for the interview session.
format Student Project
author Muhamad Sani, Nuraina Amirah
author_facet Muhamad Sani, Nuraina Amirah
author_sort Muhamad Sani, Nuraina Amirah
title The effectiveness of implementation CAPA on managing complaints in George Kent (Malaysia) Berhad / Nuraina Amirah Muhamad Sani
title_short The effectiveness of implementation CAPA on managing complaints in George Kent (Malaysia) Berhad / Nuraina Amirah Muhamad Sani
title_full The effectiveness of implementation CAPA on managing complaints in George Kent (Malaysia) Berhad / Nuraina Amirah Muhamad Sani
title_fullStr The effectiveness of implementation CAPA on managing complaints in George Kent (Malaysia) Berhad / Nuraina Amirah Muhamad Sani
title_full_unstemmed The effectiveness of implementation CAPA on managing complaints in George Kent (Malaysia) Berhad / Nuraina Amirah Muhamad Sani
title_sort effectiveness of implementation capa on managing complaints in george kent (malaysia) berhad / nuraina amirah muhamad sani
publishDate 2018
url https://ir.uitm.edu.my/id/eprint/49701/1/49701.pdf
https://ir.uitm.edu.my/id/eprint/49701/
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score 13.211869

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