What a customer complaint should be matched back to
Match the roll number and the metres first. If they do not match, do not pad with a picture. Write which items were inspected then.
A customer complaint should be matched back to the image of the same roll and the same metre. If the metres do not match, say so. Do not find a roughly similar image to fill the gap. If there is no image, use the retained sample and the job ticket to say what was inspected then and what was not.
Why it is judged this way
Dirt on the complaint sample and dirt at another metre in the archive can look alike. That is not evidence. First match the batch number, the roll number, and the print direction. Once they match, then talk about a miss or a later scratch. If they do not match, the next step is to check the metre counter, not to apologise and accept the wrong defect.
What to compare
| What you see | What to call it | What not to do |
|---|---|---|
| Roll number and metres match | Use this image | Find another that looks more alike |
| The count does not match | Fix the count first | Close the complaint |
| That item was not inspected then | Say so in the reply | Say the system saw everything |
At job change or when a roll is opened
- Ask the customer for the roll number and the position.
- Find that position in the archive.
- If you cannot find it, write that you cannot, and check the counter.
