Complaint

Tactful and sympathetic handling of communications with consumers will pay dividends. Complaints can often be defused with minimum loss of goodwill and promptly answered enquiries will generate it. 

No matter how much care a manufacturer takes, it is inevitable that occasionally consumers will believe they have cause for complaint about a product. It is often said that fewer than one in 10 people who are dissatisfied with a soft drink bother to make a complaint but that most of them will tell their friends and family. 

Complaints reach the manufacturer either directly from the consumer or via a retailer or from a government agency (in the UK either a Trading Standards Officer (TSO) or an Environmental Health Officer (EHO)). Most complaints fall into one of the following categories  

The nature of the complaint dictates the appropriate response, which could range from a conciliatory letter ( I am sorry you do not like our product... ) to a full public recall of product and cessation of production until a fault is resolved (for example a major incident of fermentation in a glass bottled product). In all cases the cycle of events must be to understand the problem, to identify the cause, to decide the response and then to take appropriate action. 

Written complaints and those raised by or via government agencies do not require an instantaneous response to the complainant, but increasingly nowadays a consumer will telephone, often very angry, and always expecting an immediate resolution of the issue. A calm, polite and measured response is called for, without waffle or technical jargon. 

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One of our previous complaints was that we had more parameters than we knew what to do with Eq. (2.33) makes this problem even worse. It turns out, however, that using only two or three terms of Eq. (2.33) results in a usable equation with improved curve-fitting ability. Techniques have been developed for extracting acceptable parameters from experimental data in these cases (see Problem 4). Figure 2.9, for example, shows data collected from a sample of natural rubber, analyzed according to a two-term version of Eq. (2.33). The line in Fig. 2.9 is drawn according to the equation... 

Crude preparations of mescaline (61) from peyote were first reported by the Spanish as they learned of its use from the natives of Mexico during the Spanish invasion of that country in the sixteenth century. The colorful history (44) of mescaline has drawn attention to its use as a hallucinogen and even today it is in use among natives of North and South America. Although in connection with dmg abuse complaints, mescaline is considered dangerous, it has been reported (45) that it is not a narcotic nor is it habituating. It was also suggested that its sacramental use in the Native American Church of the United States be permitted since it appears to provoke only visual hallucination while the subject retains clear consciousness and awareness. 

The primary thmst of GMP is that it is not enough merely to make chemicals to meet USP or other apphcable specifications. The chemicals must be made under clean and sanitary conditions, procedures and processes must be vahdated and documented, and processing and packaging must be carried out under conditions that preclude mixup and mislabeling. Records must be kept of complaints, and the manufacturer must know enough about the storage properties of the products to specify storage conditions and, if necessary, expiration dates on the label. 

In Germany in the early 1950s, a 50 50 mixture of methanol and 2-propanol was blended with gasoline, first at a level of 7.5% and later at 1.5% (79). Complaints about stalling, power loss, and phase separation caused the ratio to be changed to 60 40 methanol 2-propanol but this apparentiy aggravated... 

Microscopists in every technical field use the microscope to characterize, compare, and identify a wide variety of substances, eg, protozoa, bacteria, vimses, and plant and animal tissue, as well as minerals, building materials, ceramics, metals, abrasives, pigments, foods, dmgs, explosives, fibers, hairs, and even single atoms. In addition, microscopists help to solve production and process problems, control quaUty, and handle trouble-shooting problems and customer complaints. Microscopists also do basic research in instmmentation, new techniques, specimen preparation, and appHcations of microscopy. The areas of appHcation include forensic trace evidence, contamination analysis, art conservation and authentication, and asbestos control, among others. 

Insomnia complaints are common in the general population and can be dichotomized into problems of delayed sleep onset and those related to sleep maintenance. Increasing attention is being focused on the adverse daytime effects of insomnia. Sleep disturbances become more common with increased age and are more prevalent in women. Sleep complaints arise from very diverse etiologies which prominently include concomitant primary... 

The responsibihties of the quahty assurance unit generally fall into two categories support for or improvement of the existing quahty system (31). The support activities of QA often include employee training, quahty system documentation, method vahdation and method transfer, audit, and customer complaints. 

The second aspect of quahty documentation is to detail how the work processes referred to in the manual are performed. The QA unit is often the organization responsible for issuing a set of procedures designed to assure conformance to the appropriate standards or to company poHcy. The procedures, often called standard operation procedures (SOP) or quahty operating procedures (QOP), should include such topics as customer complaints, audit protocols, stabihty testing, preparation of COAs, test method vahdation, etc. 

Customer Complaints. A failure in a company s quaUty system often shows up in the form of a customer complaint. These reports of nonconformances, whether for product or service deficiencies, are typically received by the sales or customer service organization and then channeled to QA. Quahty assurance often tracks the progress and coordinates the complaint investigation. Once completed, it is QA that reviews the report of the investigation and corrective action for thoroughness and efficacy. QuaUty assurance then either passes the information along to the sales or customer service organization or contacts the customer direcdy. 

The GMP details certain requirements for the quahty system, such as the independence and responsibihties of the quahty control unit. It requires such activities as internal audit to monitor GMP conformance, employee training, complaint investigation, failure analysis, and verification of proper manufacture and test by QC prior to release of the batch. 

The unusual physical complaints and findings in workers overexposed to teUurium include somnolence, anorexia, nausea, perspiration, a metallic taste in the mouth and garlic-like odor on the breath (48). The unpleasant odor, attributed to the formation of dimethyl teUuride, has not been associated with any adverse health symptoms. Tellurium compounds and metaboUc products have been identified in exhaled breath, sweat, urine, and feces. Elimination is relatively slow and continuous exposure may result in some accumulation. No definite pathological effects have been observed beyond the physical complaints outlined. Unlike selenium, teUurium has not been proved to be an essential biological trace element. 

NCI3 > NHCI2 > NH2 Cl. Chloramines (primarily NHCI2 and NCl ) are usually responsible for complaints of eye irritation. Swimmers may blame this condition on too much chlorine, but the problem is caused by insufficient chlorine. Because inorganic chloramines are decomposed by sunlight, they pose less of a problem for bathers in outdoor swimming pools than in indoor pools. 

Toxic effects of propranolol are related to its blocking P-adrenoceptor blocking actions. They include cardiac failure, hypotension, hypoglycemia, and bronchospasm. Propranolol is lipophilic and crosses the blood—brain barrier. Complaints of fatigue, lethargy, mental depression, nightmares, hallucinations, and insomnia have been reported. GI side effects include nausea, vomiting, diarrhea, and constipation (1,2). 

Has the facility received complaints from the public or received attention m the local media for noise, odor, or any other issue If yes, indicate the approximate number of complaints and describe the nature of complaints. 

In this book, we ve dedicated whole chapters to seals and bearings. However, there are some other complaints (symptoms) that send pumps into the shop. We have listed below some of those reasons. We present them in table form with the symptom and the possible hydraulic and/or mechanical cause for the symptom. We hope this helps someone. 

The most widely used pulping process is the kraft process, as shown in Fig. 6-11, which results in recovery and regeneration of the chemicals. This occurs in the recovery furnace, which operates with both oxidizing and reducing zones. Emissions from such recovery furnaces include particulate matter, very odorous reduced sulfur compounds, and oxides of sulfur. If extensive and expensive control is not exercised over the kraft pulp process, the odors and aerosol emissions will affect a wide area. Odor complaints have been reported over 100 km away from these plants. A properly controlled and operated kraft plant will handle huge amounts of material and produce millions of kilograms of finished products per day, with little or no complaint regarding odor or particulate emissions. 

Odor control by the addition of dilution air involves a problem associated with the breakdown of the dilution system. If a dilution fan, motor, or control system fails, the odorous material will be released to the atmosphere. If the odor is objectionable, complaints will be noted immediately. Good operation and maintenance of the dilution system becomes an absolute requirement, and redundant systems should be considered. 

Feeding of domestic animals on a commercial basis results in large quantities of excreta, both liquid and sobd. This produces obnoxious odors, which, in turn, produce complaints from citizens of the area. If the animals are concentrated in a feedlot, the odors may become so extreme that odor counteractants are necessary. However, if the feedlots are paved and regularly washed down, the odors may be kept to a satisfactory minimum with much less expense. 

Manure is often recycled as a solid organic fertilizer or mixed with water and sprayed as a liquid fertilizer. If the manure is repeatedly used upwind of populated areas, complaints are sure to be filed with the air pollution control agency. 

It is not uncommon to hear the complaint that the maintenance department has never been informed as to what is happening in the plant. If this is a common complaint, the maintenance manager needs to examine the communications in his department. The following are six practical suggestions for improving communications ... 

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