How does Bradford & Bigelow handle a quality issue with a delivered order?
Learn how B&B's ISO 9001-compliant non-conformance process works when a quality issue is reported.
If you receive a delivered order with a quality issue, Bradford & Bigelow handles it through a formal non-conformance process in accordance with our ISO 9001:2015 quality management system. Every reported issue is documented, investigated, and resolved, not informally addressed and moved on from.
How to report a quality issue
Contact Bradford & Bigelow's customer service team as soon as a quality issue is identified. Provide as much detail as possible, including:
- A description of the issue
- The job number or purchase order reference
- The quantity of affected units
- Photos of the defect where applicable
The sooner an issue is reported, the faster we can investigate and respond.
What happens after you report
Once a quality issue is reported, B&B initiates a non-conformance report (NCR) in accordance with ISO 9001:2015. The NCR is assigned to our quality manager, who conducts a root cause analysis to determine what caused the issue and how to prevent recurrence.
The root cause analysis looks at every relevant stage of production: prepress, press, bindery, and fulfillment to identify where the process broke down. Findings are documented, corrective actions are identified, and the outcome is tracked.
What to expect during the process
Our team will keep you informed throughout the investigation. Depending on the nature and severity of the issue, resolution may include a reprint, a credit, or another agreed-upon remedy. Our goal is to resolve the issue as quickly as possible while ensuring the root cause is properly addressed so it doesn't recur.
Questions?
Contact us to report a quality issue or ask about a specific order.