Field quality Executive - East Region

Standard Operating Procedure (SOP) for Field Quality Executive

• Review inspection schedules and customer visit plans.
• Coordinate with field service teams.
• Ensure availability of required the test equipment, and documentation (e.g. Scissors, Tape roll, Temperature thermometer & Log Sheets.

On-Site Inspection

• Verify conditions of the vehicles, handling, and usage practices.
• Inspect product quality and packaging integrity.
• Check compliance against SOPs, product specifications, and customer expectations.
• Record findings with photographic evidence and data logs from process improvement point of view.

Customer Complaint Handling

• Visit the site within defined response time.
• Gather complaint details and inspect the product in question.
• Conduct root cause analysis (RCA).
• Provide immediate resolution where applicable, otherwise, escalate to concerned with senior management.

Non-Conformity Reporting

• Fill out Non-Conformance Report (NCR) with complete details.
• Submit report to Head of the Quality Assurance & Head of the Sales department.

Documentation and Reporting

• Maintain daily reports of site visits, issues observed, and actions taken.
• Submit daily summaries report to the Head of the Quality Assurance & Head of the Sales department.
• Document feedback and improvement suggestions from the field.

Training & Communication

• Train field teams or vendors / Distributors on basic quality requirements of product checks and handling.
• Share recurring issue trends and giving solutions with internal teams.
• Participate in regular review & updation.

Field operation Concerns-

1. Cold Room Standards

• Ensure, when a vehicle arrives at any depot, unloading must take place in a designated ante room, not in open areas.
• Material must be transferred to the cold room immediately after unloading, without any delay.
• Ensure the Product Temperature maintains a temperature of -18C or below.
• The cold room must be free from unhygienic conditions.
• All crates should be positioned at least 1.5 feet away from the walls. Stacking crates should not exceed the height of the cooling unit to ensure proper air circulation around all products.
• Limit the number of times the cold room door is opened and ensure it closes promptly to maintain temperature.
• Install air curtains at the entrance to reduce temperature loss when doors are opened.

1. Deep Freezer Standards

• The area around deep freezers must be clean, with no dirt or debris.
• Avoid overloading deep freezers, as this can prevent them from maintaining the correct temperature, leading to product melting, sogginess, deformation, or other defects.
• There should be no ice formation within the deep freezer.
• Deep freezers should be cleaned and defrosted regularly as per the maintenance schedule.

• Train staff to load and unload materials quickly to minimize exposure time.
• Ensure there is no ice formation on the push carts.

Records: