QUALITY MANAGEMENT SYSTEM
Indianapolis Facility
Section QP 7.0
Product Realization
QP 7.2.01 – Damaged or Missing Parts Procedure
Page 1 of 3
1. Purpose
1.1. To ensure orders, with damaged or missing components, are rectified in
an expeditious manner.
2. Scope
2.1. Pertains to orders with damaged or missing parts.
3. Responsibility
3.1. Executive VP of Operations
3.2. Business Unit Managers
3.3. Parts Manager
3.4. QRC Managers
4. Actions and Methods
The master, on-line version of this document is controlled. All other copies, including electronic copies are
uncontrolled and will be used for reference only.
QUALITY MANAGEMENT SYSTEM
Indianapolis Facility
Section QP 7.0
Product Realization
QP 7.2.01 – Damaged or Missing Parts Procedure
Page 2 of 3
D A M A G E D O R M IS S IN G P A R TS P O LIC Y
It is the intent of Sterling Fluid System s (U SA ), Inc. to provide products as desired by the custom er. H ow ever, occasionally
products m ay be supplied incorrectly. A t these tim es, Sterling's desire is to correct the problem as quickly as possible.
D am aged or M issing P arts P olicy G uidelines:
1. C ustom er m ust supply O riginal Job N um ber or Serial N um ber.
2. The party w ho files the freight claim is determ ined by the agreed shipping term s on the order. E xam ple, if
FC A Indianapolis is the shipping term s and dam age occurs in transit, then the custom er files the freight claim .
3. A C ustom er C om plaint Form (via E xtranet for business partners or via a sales office for end users) should be used as the
m ethod to request replacem ent shipm ents. If original order w as a parts order, send custom er com plaint to P arts
D epartm ent. If the original shipm ent w as a pum p order, send custom er com plaint to the respective Business U nit.
(If the E xtranet is not available, contact the B usiness U nit C ustom er S ervice R epresentative or B usiness U nit M anager.)
4. D am aged or incorrect shipm ents m ust be noted on the proof of delivery by the custom er/carrier at the tim e of delivery.
5. D efective parts (as opposed to dam aged or m issing item s) are subject to the w arranty policy, not this policy.
A C hargeable O rder w ill be E ntered if any of the follow ing apply:
1.
2.
3.
4.
5.
O riginal Job N um ber or S erial N um ber N ot Supplied.
R equest is 30 D ays past date of shipm ent - U S only. International S hipm ents past 2 w eeks from delivery to job-site.
R M A m aterial involved.
Freight D am aged not noted on proof of delivery.
Freight D am age reported after 10 w orking days of shipm ent.
(M ost carriers require freight claim s to be filed w ithin 15 w orking days)
C ustom er
M issing P art
The flow chart below show s the D am aged or M issing P arts P olicy P rocedure:
C ustom er or
S ales fills out
C om plaint Form
M issing or
D am aged A fter
A rrival?
Y es
C ustom er
R eceives
D am aged
P art
M issing or
D am aged B efore
S hipm ent?
M issing or
D am aged by
C arrier?
No
Y es
Yes
Factory E nter
NO CHARGE
O rder for
R eplacem ent
Yes
C ustom er
R eceives
W rong P art
No
C ustom er
ordered W rong
P art?
C ustom er or
S ales fills
out
C om plaint
Form
C ustom er E nter
C H A R G E A B LE
O rder for
R eplacem ent
C ustom er or
S ales fills
out
C om plaint
Form
Factory E nters
C H A R G E A B LE
R eplacem ent
O rder
No
Factory
issue R M A
to
C ustom er &
Issue C redit
to
C ustom er
w hen
O riginal P art
R eceived
COL
or
PPA
C ustom er files
freight claim and
enters
C H A R G E A B LE
order
FA
Factory files
freight claim and
supplies
NO CHARGE
replacem ent
Signature of receipt of product by the custom er and/or carrier indicates an acceptance of responsibility for contents
and indicates that the shipm ent has been verified and inspected by the receiving party. Factory m ay exercise the
right to enter a chargeable order w hen a signature of receipt is verified.
The master, on-line version of this document is controlled. All other copies, including electronic copies are
uncontrolled and will be used for reference only.
QUALITY MANAGEMENT SYSTEM
Indianapolis Facility
Section QP 7.0
Product Realization
QP 7.2.01 – Damaged or Missing Parts Procedure
Page 3 of 3
5. Associated Documents
5.1. None
6. Records
6.1. All records created as a result of this policy will be viewed as
indicator(s) of quality and will be controlled and retained as detailed in
QP 4.2.
Revision Record
Rev.
0
Date
8-1-2003
Change by
Description of Change
Initial Release of the ISO 9001: 2000 Manual
The master, on-line version of this document is controlled. All other copies, including electronic copies are
uncontrolled and will be used for reference only.