Responsibilities for products and services

1. Establish a quality management system (QMS):

- Define the quality standards to be respected (e.g. ISO 9001).

- Establish documented processes for each aspect of quality management.

- Train staff on QMS requirements and procedures.

2. Establish a complaint tracking mechanism:

- Create a procedure to collect, record and process complaints.

- Ensure the traceability of each complaint from its receipt to its resolution.

- Define clear deadlines and responsibilities for complaint processing.

3. Implement a returns management process:

- Establish a procedure for managing product or service returns.

- Record each return with the details necessary for analysis.

- Analyze the causes of returns and implement corrective actions.

4. Carry out continuous monitoring and evaluation:

- Establish performance indicators for monitoring complaints and returns.

- Organize regular internal audits to verify compliance with quality standards.

- Conduct periodic reviews of the quality management system to identify possible improvements.

5. Ensure compliance with standards (e.g. ISO 9001):

- Verify that the QMS is in compliance with ISO 9001 or any other chosen standard.

- Keep ISO 9001 certification up to date by carrying out the necessary audits.

- Ensure that all normative requirements are integrated and respected in the management system.