Step By Step
Next process step | |
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•As David updated the Status to Under Investigation, the new Owner (a specific User, a specific Queue or the designated Investigator from the Case Team) is notified by email that he/she needs to take action. | |
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•Let’s follow John, working in Supply Chain and | |
member of a Investigation Queue for his GBU, while he completes the Investigation part of the Complaint. |
Investigator notification |
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Investigation | |
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Under the Investigation section, John can flag basic information on the Complaint:-Justified: Is the Complaint Justified?
-Recurring Complaint: Is it a Recurring Complaint?
-Picture Taken: Are there pictures of the issue ?
-HSE: Identify that a Complaint has HSE-aspect (i.e. leak of product).
-Compliance: Flag if guidelines have been breached.
-Insurance: Indicate that the insurance has been informed about the case.
-8D: Does the Complaint require an 8D Report?
-Inspected by an agent: Was the issue physically inspected by an agent?
Still under the Investigation section, John can mention some information as free text:-Internal Description: Internal description of the problem.
-Summary of Internal Investigation: General output of the investigation.
-Estimated Costs: Estimation of the total costs of the Complaint.
-Non-Detection Analysis: Why was the issue not detected?
-Impact on Other Customers: Does this Complaint impact other customers?
-Impact on Other Products: Does this Complaint impact other products?
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Field Name The field Total Estimated Costs was renamed to Estimated Costs |
Since John is part of a Queue that is the new Owner on the Investigation phase he should ‘pick up’ the Complaint for himself (meaning that he should be the new Owner of the Complaint) in order to:
■Allow the other members of the Queue to know that John is working on the Complaint and remove the Complaint from the Queue scope ■Be added automatically to the Case Team as the Investigator
John have two ways of transfer the ownership from his Queue to himself:
▪Accept the Complaint from the Queue List View ▪Or, open the Complaint record page and manually change the Owner to himself by clicking the ‘Change’ button next to the Owner Name |
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•Once John is the new Owner, he can open the Complaint, click on Edit and scroll down to the Investigation section to start filling the Investigation information. |
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•Under |
Under the Investigation section, John can also flag if a Sample was Requested. In that case, additional fields appear: |
■Sample Requested Date |
■Sample Received Date |
■Customer Sample Reference |
■Sample Source |
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Root Cause Analysis | |
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•The next section is the Root Cause section. In this section John can complete the Root Cause Investigation Summary if it is applicable. This information is part of the 8D Report. •The 5 Why field can be used as well. It is used for the 5 WHY Methodology (additional fields appear when ticked). •By default, the field Root Cause Investigation Required is set to « Yes » thus a Root Cause Investigation Summary is needed. If no Root Cause Investigation is required, the user should change the value of Root Cause Investigation Required to « No ». | |
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For Root cause section the department pick list has been reduced from 13 to 10 now. |
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Corrective Actions | |
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•During the Investigation, John needs to define whether Corrective Actions are Required and if so, define an Action Plan with a Due Date. -By default, the field Corrective Actions Required is set to « Yes » thus an Action Plan is needed. If no Corrective Actions are required, the user should change the value of Corrective Actions Required to « No ». •Furthermore, John can note at a later stage if these Corrective Actions have been Implemented, on which Date and at which Cost. Additionally, John can provide the Lessons Learned. •In the case that an Action Plan has been defined but that the Corrective Actions could not be implemented, John can note the Reason why they were not implemented. | |
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Effectiveness Verification | |
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•At the end of the Investigation, John needs to define whether the Corrective Actions were Effective and if so, detail the Effectiveness. | |
Assignee Notification
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Complaint created with a manually entered investigator will keep this user as investigator,despite any automated assignment rule running* If no investigator, this complaint would have been assigned to a queue. |
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| The head of the closure mail is now changed to give to the customer contact the commercial assignee name and information. |  |
Assignee Notification | |
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•John’s GBU has implemented a rule that the new Owner should be a specific User as the Commercial Assignee for this Complaint criteria |
. •Once John has completed the Investigation part, he can update the Status to Under Review. |
•The User or Queue in charge is notified by an email. A notification flow sends an email to the appropriate assignee to inform him that the status was changed and that further action is needed. |
•The Case Team Members and the Solvay Contacts that are selected to be notified when the Status is changed to Under Review are also notified. •Additionally, if John would like to manually assign the Complaint to a particular Colleague or to one of the Queues available on the System, she should click the Change button next to her name and select a value on the screen.
•These notifications are meant for users who need to take action on the Complaint. Other users can always consult the Complaint or the Reports if they want additonal visibility. •Well Done David ! The Complaint is created and a notification has been sent to the Investigator to inform him that he can begin the Investigation. * Make sure you select the flag ‘Send Notification Email’ in order for the new Owner to receive the notification |
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