Decide how to handle defective products or services that do not meet customer requirements.
Even when a business makes every effort to prepare and provide quality products or services, some products or services may still fail to meet customer requirements or other requirements.
In this situation, these poor-quality products and services must:
A- Be separated and marked, where possible, so they are not sent to the customer by mistake.
For example, defective or poor-quality products could be placed in a separate red container bearing a rejected-product label.
B- Have their disposition decided.
Poor-quality products and services are usually handled in the following ways:
1- They are repaired or corrected so that they become usable and reach the defined quality level.
Example 1: A television manufacturer sends units that do not meet the required quality to a refurbishment department, where their problems are corrected so they become suitable for use or sale.
Example 2: A client is dissatisfied with the quality of a building's paintwork, believing the wall paint does not cover properly because the previous color can still be seen through the new paint in places. The painter repaints the areas to which the customer objects.
2- They are downgraded.
Example: In tile manufacturing, tiles that do not meet grade 1 quality are commonly downgraded according to the extent of their defects and sold at a lower price.
3- They are discarded or scrapped.
In this case, poor-quality products are discarded or sent for recycling.
4- They are disassembled.
In this case, the assembled product is taken apart again, its sound components are separated, and those components are returned to the production line for use.
Note: If a product becomes suitable for sale after repair or correction, the customer must be informed.
Example: Items returned through Amazon are sent back to the manufacturer. Some are listed for sale on Amazon again after repair and refurbishment, but their condition is no longer recorded as new; it is recorded as refurbished instead.
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