Key takeaways
- Open the escalation with photo evidence + PI reference + carton marking — email threads without these get stuck for days.
- Put a single owner on each side and keep the thread to those two until root cause is confirmed; CC explosions kill speed.
- Agree on remediation tiers early: sort-and-ship, partial refund, rework, or reshipment — not all defects deserve reshipment.
- Close the loop with a written corrective action in the PDF trail; it's evidence if the defect recurs next batch.
Quality Issue Handling Process
When quality issues arise, a structured escalation process ensures effective resolution.
Three-Stage Process
Report — include batch info and defect evidence (photos/videos)
Respond — define SLAs for initial response and corrective action
Close — track closure status and recurrence prevention
Recommended SLAs
| Stage | Timeline |
|---|---|
| Initial response | Within 24 hours |
| Root cause analysis | 3 business days |
| Corrective action | 5 business days |
| Closure confirmation | 10 business days |