title = "Customer Complaints: Investigation and 8D Response"

content = """
Customer complaints are notifications from customers that product or service has not met their requirements or expectations. At Ridgecrest Metalworks, all customer complaints are treated with highest priority: they represent a failure of the QMS to prevent non-conforming product from reaching the customer and carry risk to the customer relationship and Ridgecrest's reputation.

Response timeline: Acknowledge the complaint to the customer within 24 hours. Provide initial containment information within 48–72 hours. Submit a completed root cause and corrective action response within the customer-specified timeframe (typically 8–30 days).

The 8D (Eight Disciplines) problem-solving method is the standard response format for customer complaints at Ridgecrest, as it is widely required by automotive, defense, and industrial customers:

D1 — Team: Assign a cross-functional team including quality, production, and engineering.
D2 — Problem description: Describe the problem quantitatively. What failed? How many parts? What was the observed condition? Reference part numbers, order references, and complaint date.
D3 — Containment actions: Actions taken immediately to protect the customer from receiving further non-conforming product. Typical containment: hold and sort all suspect stock at Ridgecrest; ask the customer to sort or return suspect parts at their location; increase inspection frequency.
D4 — Root cause analysis: Identify the root cause using 5-Why, Ishikawa, or fault tree analysis. Both the occurrence cause (why the defect was produced) and the escape cause (why it was not detected before shipment) must be addressed.
D5 — Corrective actions: Define specific actions to eliminate the root cause of both occurrence and escape.
D6 — Implementation: Implement and verify the corrective actions. Update work instructions, control plans, and training records as required.
D7 — Prevent recurrence: Identify whether similar processes or parts could have the same failure mode. Apply the corrective actions to similar areas.
D8 — Congratulate the team: Formally close the 8D by documenting lessons learned and recognizing the team's contribution.

The completed 8D report is submitted to the customer. At Ridgecrest, all 8D reports are maintained in the quality system and reviewed at management review for trend analysis. Repeat complaints on the same issue are treated as evidence of ineffective corrective action and escalated to management.
"""

version = "0.0.1"
