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NCR Process Instructions
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What happens when there’s an error with a project??

Periodically, we will identify errors either while in the production process or after the product has left our building.  In either case, we need to document this error so we’re sure to resolve fully for the present and evaluate opportunities for continuous improvement.  We refer to an error of this nature as an NCR.  NCR stands for Non-Conformance Report. NCR tracking is part of the AlphaGraphics Quality Management process (AGQM). We track NCRs carefully so we are known as a vendor who addresses all errors promptly and thoroughly.  We also track these to establish trends so that we can minimize or eliminate recurring types of errors.

NCR Process Instructions

We’ve made it easier than ever to report, process and track Non-Compliance Reports company-wide.  But before you submit an NCR please be aware of these key NCR elements:

Initiating an NCR

When you’ve encountered a non-conforming situation with an order that requires action, an NCR needs to be initiated. The first person who learns of a Non-conformance situation is the ‘Initiator’.  The Initiator will set the process into motion.  This could be the person who hears about a challenge from a customer, an employee performing a quality inspection, an operator about to process a job but realizes a defect of some sort.  

“The initiator gathers the necessary information about the non-conformance.  If this involves the client directly, please note that your purpose is to listen, gather data and offer reassurance that we will get back to the client with our proposed resolve.  No promises, fixes or timelines are to be offered at this stage.  Once this initial data collection completes, the initiator will meet with their Department Manager and the Planning Manager to determine a potential cause and solution to the problem.  If further investigation or clarification is needed, the Planning Manager will meet with the respective departments affected to get a clearer understanding of what happened and report back to the Initiator and Department Manager.  Once reviewed, the Initiator now moves onto the next step of submitting the NCR.”

 To initiate an NCR, proceed to our AG Resource Site,  find the NCR Form in the left hand navigation and complete the form.

Whose Job is it? - Select the ‘Taken By’ Rep’s Email from the drop down list.

Customer Name - Exactly as it appears in PrintSmith (cut & paste is fast)

Sales Rep - Who is listed as the main rep on the account

Where did the Issue Occur (The department where the initial error occurred)

Type of Error  (based upon discussion with department manager) 

Describe what’s wrong - Be thorough but not too wordy. Don’t explain the fix. Just the issue. Stick to the facts

        

NCR Detection:  Did we discover the issue before the order was released?   (Y/N)

Original Invoice - The invoice number of the faulty order

Replacement Invoice - if applicable.  The new corrected invoice for the reprint/correction process.

How to Build a Replacement Invoice

  1. Locate the original invoice/project in the client history file
  2. Highlight the invoice/project, select the properties button above
  3. This way users know NOT to use this job for reorder

Amount of Loss - The pre-tax amount of the fix for this NCR, Retail Value

Cost to Re-Ship - Gets added once shipping cost is determined. Needs to be updated before
        closeout

Your Name - enter your name so we’ll know who initiated the report.

Billable - Are either of these invoices billable to the customer?

Where is the Faulty Product - NCR’d products now must be returned to Alphagraphics. If product is printed incorrectly, or damages/fails in some way, we need that “bad” product off the streets and back in our control where we can analyze and destroy it. This also removes any question of integrity of the Client’s request. Exceptions can only be made by a Manager

Where is the Faulty Product? - The misprinted product (if any)...where is it now?

Manager Approving NCR Action - who approved this NCR and its billable decision for you.

Corrective Action(s) Taken? - What did we do to fix this problem? List all steps.

Action Taken (make a selection from the drop down)

Click Submit

From here, the affected Account Rep and Credit Dept will receive an email alert.

NCR Review & Closeout (Admin)

All NCR activity is logged and tracked by the designated Manager in the Daily Update spreadsheet located in Google Sheets.  This worksheet continues to be updated weekly to accurately reflect our error-rate month-to-date and the associated losses.

        Client Affected -

        Rep -

        Original Invoice -

        NCR Invoice -

        Date -

        Type of Error

        Error Detail -

        Error Retail Cost -

        Shipping/Courier Cost -

        Total Cost of NCR -

        Status - Designate COMPLETED for each NCR reaching full resolve via the NCR worksheet

NCR Completion

Once an NCR has been produced and/or finished, it is either brought up to the Retail counter for customer pickup, or it has progressed to the Distribution department for shipping, delivery, or pickup.  The process for how the NCR is completed is outlined below;

NCR Invoice Closeout in PrintSmith

  1. Completed NCR job jackets are returned to the Planning Manager for final review and update location in PrintSmith to “NCR: Ready for Admin.” Manager creates pop up note on original invoice referencing NCR invoice to avoid potential future issues.
  2. Planning Manager will email credit004@alphagraphics.com that the NCR is complete along with any additional notes or comments.
  1. If any credit memos need to occur, notify credit004@alphagraphics.com to resolve
  2. If Common Adjustment charge populates, notify credit004@alphagraphics.com to resolve
  1. Next steps are for Credit/Admin only
  2. Change Account on invoice to AG004 NCR-Only
  3. Add NCR - Invoice # to the front of the Invoice Description.
  4. Ensure the PO field contains the Client Name
  5. Pick up the invoice. Note invoice number for future use.
  6. Journal Entry - Search by Invoice Number. Add Comment “Rev Inv# Initials-Date (ex. Rev 456444-CG-102720)
  7. Post Payment - select original amount and journal entry to zero out.
  8. Original Invoice: edit Invoice to description, adding (NCR) to the beginning.

Packing Slips for Reprint Orders

When product needs to be reprinted, you’ll need a packing slip for the replacement order.

  1. Produce shipping tickets from the new replacement invoice
  2. Print 2 copies; one for the customer (for delivery or shipment) and one for Admin so it's advanced to Admin scanning and storage
  3. Invoices and tickets should all be printed in solar yellow

This takes a little more strategy.....but that will be an incentive to have less errors!