Version Control
| Version | Date | Description | Author |
|---|---|---|---|
| v.1 | 30.03.2017 | Creation | Jeremie Seabra |
Reference Documents
| GBU | Queue Members | Case Rules (Complaint, Customer Request, Sample) |
|---|---|---|
| Aroma Performance | ||
| Coatis | ||
| Fibras | ||
| Novecare | ||
| Performance Polyamides | ||
| Peroxides | ||
| Silica | ||
| Soda Ash & Derivatives | ||
| Special Chem |
1. Functional Process 6 - Complaint Management
1.1 Process Overview
The Complaint Management module allows to capture, log, track, investigate and resolve complaints. This module also enables to communicate with the customer on progress and resolution.
The scope of this workstream is a Complaint Management flow managed end-to-end in Salesforce which is used to:
- Capture and log the complaint
- Communicate with the customer
- Define investigation and corrective action plan
- Create, validate and send official response to customer
- Request customer feedback
- Close the complaint
A pull interface allows to bring order information from SAP to Salesforce.
Complaint Management has 5 main steps which are as follows:
The following Flow details the General Complaint Management Process activities for each Step that should be managed by different Actors, according to each GBU rules. These rules are based on each GBU own Business Process that should be detailed and aligned with the General Complaint Management Process bellow:
The Complaint Management process is divided into multiple process steps and Phases, each one related to different Status. This allows not only capturing, log and tracking complaints, but also to be able to assign and notify and to to right Actors that should be involved on each step of the Complaint Management Process. Additionally, investigations and corrective actions are also logged in the system. Furthermore, this process enables to communicate with the customer on progress and resolution of the complaint.
1.2 Complaint Assignments
Assigning a Complaint to a User or a Group of User is to pass the responsibility to act on the Complaint on a particular phase of the process. On Salesforce, the Complaint Assignment is based on the field Case Owner.
A Case Owner can be a User (Solvay employee with a Salesforce license) or a Queue (a group of Users that should be part of a team to handle Complaints with the same criteria).
Based on each GBU own process and rules, the Complaint Assignment can be performed by:
- Manually changing the Owner – at any time, a User with Access to a Complaint can click the button Change next to the current owner and select a new User/Queue to be the new Owner
- Manually choosing the actors – on the creation (from the fields Originator, Investigator* and Commercial Assignee*) or at any time (from the Case Team section) Users are able to select the future actors. The Owner will be changed then automatically based the change of the Status
- Automatically selecting the actors – the GBU has provided the rules, based on Complaint criteria, to allow the System to automatically change the Ownership of a Complaint to a specific User or a Queue when the Status changes
1.3 Complaint Notifications
On each step of the Complaint Management Process, a set of Solvay personalities (Salesforce or not Salesforce Users) needs to be notify that a new Complaint has now moved to a specific Status in order to act (Complaint Owners) or to be informed.
On each Status change, an email is sent from Salesforce to a group of users, based on System Rules and GBU Rules that should be stored and displayed in the Activity History Section of a Complaint. There are four types of Addressees on the Complaint Notification Email when the Status is changed:
- The new Owner – if your GBU has implemented assignment rules and the owner is changed automatically to a specific User or to a Queue, the new Owners will receive the Notification Email.
- The previous Owner (if not a Queue) – normally the previous owner is the User that changed the Status and triggered the notification. He/she will be also notified to ensure that the correct Owner has been assigned
- The Case Team – all Case Team Members, independent of their Role will receive the Notification Email
- Solvay Contacts on Notification Rules – group of contacts (not necessary Salesforce Users) that are selected to be notified when the Status is changed based on each GBU Rules.
1.4 Complaint Management Process
The Complaint Management process is divided into 5 different Phases and 8 different Status.
The 8 different Statuses are defined as described in the following table. The Statuses from New to Completed are associated with the ‘Open Complaint’ Record Type, that allow Users to access the Complaint Layout in a Read/Write mode (if the User have permissions to edit the Complaint). For Complaints with Status Closed, the Record Type linked is the ‘Close ReadOnly Complaint’ that will only allow Users to access the layout in Read mode.
| Phase | Status | Definition | Record Type |
|---|---|---|---|
| Complaint Registration | New | As soon as the Complaint is created and registered in the System | Open Complaint |
| Acknowledgement Sent | When the acknowledgement email has been sent to the main Contact of the Complaint | ||
| Under Investigation | Under Investigation | When all the Complaint information is gather and Investigation can begin. | |
| Under Review | Under Review | When the Investigation has been completed and the Review and the Commercial Response Proposal can be built | |
| Customer Communication | Communication Ongoing | When the Final Communication to the Customer is ready to be sent | |
| Complaint Closure | Waiting for Final Investigation | When a Communication is sent to the Customer but the agent is still waiting for more feedback | |
| Completed | When the Final Communication has been sent to the Customer | ||
| Closed | When all the closure activities and tasks and the Complaint is closed | Close ReadOnly |
1.4.1 Complaint Registration
When creating a new Complaint, the user needs to input transactional reference numbers in order to pull a set of data from SAP ECC
These fields are :
- Document Source: choice between the 2 SAP systems
- WP1
- PF1
- Document Type
- Sales Order Number
- Shipment Number
- Outbound Delivery Number
- Document Reference
- Item Number
In the case that the Sales Order is linked to a single Delivery, the Delivery number is pulled from SAP along with the data of the Delivery.
The user can enter the Shipment number as document reference to pull Delivery information in case of a relationship 1:1 between Shipment number and Delivery number.
For Internal Complaint, the user will need to use the Outbound Delivery Number as Document Reference. The Purchase Order Number cannot be used as a Document Reference.
In the case that the user does not have any reference number, a “Skip” button allows him to create the complaint without pulling any data from SAP. Nevertheless, the user will still be able to update the document reference fields at a later stage and the data will be pulled from SAP if he does so.
All fields populated by SAP are read-only and not editable in Salesforce by the users with the exception of the Disputed Quantity, Ship to and GBU. If no SAP transaction is maintained on the Complaint, the fields should stay editable.
Once the transactional data is pulled from SAP or that the user skipped this step, he has the ability to read and/or record the following information:
Case Information
| Field | Definition |
|---|---|
| Case Owner | User or a Group of User is to pass the responsibility to act on the Complaint on a particular phase of the process |
| (8D) Ship To Account | The Ship To Account related to the Complaint |
| Sold To Account | The Sold To Account related to the Complaint |
| GBU [1] | GBU related to the Complaint. |
| BU | BU related to the Complaint |
| Product | Represents product Level 3,4,or 5 related to the Complaint (Not the same product level filter is applied depending on the selected GBU) |
| Resolution Site Code [1] | Resolution Site Code |
| (8D) Originator | Solvay Agent that has initiate the Complaint Note: this fields is only available on the creation of a Complaint. After this point, if the User needs to identify this actor, it needs to be managed on the Case Team. |
| (8D) Investigator | Solvay Agent that is responsible for the Complaint investigation Note: this fields is only available on the creation of a Complaint. After this point, if the User needs to identify this actor, it needs to be managed on the Case Team. |
| (8D) Commercial Assignee | Solvay Agent that is responsible for the communication with the Client Note: this fields is only available on the creation of a Complaint. After this point, if the User needs to identify this actor, it needs to be managed on the Case Team. |
| 8D | Flag that indicates that this Customer requires a 8D Report |
| Requested Sample | Indicates if a Sample has been requested to the Customer |
| Status | Indicates in which status the Complaint currently is. See details here |
| Severity | Critical - Totally unacceptable situation If the Severity is defined as "Anomaly", then the complaint should only be registered and not investigated. Mandatory fields will only be required for the registration step. No prerequisite is required for closure
|
| Motive | Complaint Motive |
| Sub-Motive | Complaint Sub-Motive |
| Motive & Sub-motive Definition | Url to file containing Motive and Sub-motive definitions to help originator select the most accurate options. |
| Confidential | If the Complaint is flagged as being confidential, only the Case Team members and users hierarchically above will be able to see it |
| Solvay Company | Indicates if the Complaint is received from an internal customer (Solvay Company). This flag is only informative |
| Case Currency | Currency that is used for all monetary information related to the Complaint |
| Case Origin | Channel from which the Complaint was received: Email, Phone, Web |
| Case Record Type | Case Record Type. See details here |
| Picture taken | Identify if pictures of the items related to the Complaint have been taken |
| Inspected by an agent | Indication if the Complaint has been inspected by an agent |
| Internal Complaint | Indicates that the Complaint should be treated as an Internal Complaint. By flagging the Complaint with this option, some steps, such as acknowledgement email, customer communication, complaint survey on completion, can be skipped |
[1] This field may be auto-populated, if this information is available from SAP
Complaint Timeline Stream
| Field | Definition |
|---|---|
| Received Date | Effective date when the Case has been received by Solvay |
| Waiting for final Investigation | Indicates if the Complaint is still waiting for Final Investigation |
| Waiting for Final Investigation Date | Date when the Final Investigation is expected |
Complaint Description
In this section the initial description of the Complaint is captured
| Field | Definition |
|---|---|
| Subject | Details the high level subject of the Complaint |
| Initial Description | Customer Description of the Complaint |
| Impact on Customer | Detail the impacts that the Complaint has on the Customer complaining |
Customer Contact Information
Multiple contacts can be maintained on the Complaint. There is a primary Contact on the Complaint page layout, in the Customer Contact information section, and the additional Contacts are maintained in the Contacts related list.
When choosing a Contact, any Contact can be selected but the Recently Viewed Contacts related to the Ship-to will be the ones displayed by default.
If searching for a Contact that is not related to the Ship-to, the user needs to first search for the Contact and then click on “Show all results” to reveal the Contact.
The main Contact on the Complaint is by default the recipient of communications when the acknowledgement email or the final communication to the customer is sent. This can nevertheless be changed by the user.
| Field | Definition |
|---|---|
| Contact Name | Name of the Customer Contact |
| Customer's Reference | Complaint Customer Reference |
Order Information
Under this section, there is all the information in regards to the orders.
If applicable and in reference to the Sales Order Number and its Item, to the Outbound Delivery Number and its Item, or to the Shipment Number, some fields will auto-populate with data pulled out of SAP ECC. This fields are read-only if data is pulled from SAP.
| Field | Definition |
|---|---|
| Document Source | SAP Document Source (PF 1 or WV 1) |
| Customer Purchase Order Number [1] | Customer Purchase Order Number |
| Preceding Document [1] | Preceding Document |
| Preceding Item [1] | Preceding Item |
| Subsequent Document [1] | Subsequent Document |
| Subsequent Item [1] | Subsequent Item |
| (8D) Material Code [1] | (8D) Material Code |
| (8D) Material Description [1] | (8D) Material Description |
| Packaging Type [1] | Packaging Type (BULK or PACK) |
| Shipping Site Code [1] | Shipping Site Code |
| (8D) Shipping Site [1] | (8D) Shipping Site |
| Goods Issued Date [1] | Goods Issued Date |
| Requested Delivery Date [1] | Date the client would like to receive the delivery of the goods. |
| Actual Delivery Date [1] | Date when the Order related to the Complaint was actually delivered |
| Carrier Partner Name [1] | Carrier Partner Name |
| Carrier SAP Reference [1] | Carrier SAP Reference |
| Equipment [1] | SAP information of the Equipment related to the Order |
| Rail Car/Truck Number [1] | Rail Car/Truck Number |
| Account Manager [1] | Account Manager in SAP |
[1] This field may be auto-populated, if this information is available from SAP
Containment/Immediate Actions
This section captures the immediate actions that can/should be taken to deal with the Complaint.
| Field | Definition |
|---|---|
| Indication if the Immediate Actions are required | |
| Summary of the Immediate Actions | |
| Immediate Actions Completed Date |
Communicate Complaint Acknowledgement to Customer
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Last modifications : |
|---|
| User | Last Update |
|---|---|
| Jeremie Seabra-ex | 3286 days ago |
| GILLES, Anne | 368 days ago |
| Sebastien Rouxel | 1290 days ago |
| Silva, Gonçalo | 1860 days ago |
| Filipe Freitas-ex | 3286 days ago |
| MARTINS, Sandra Regina | 393 days ago |
| MARKUS, Evita | 1018 days ago |
| Julien Andreoli-ext | 2763 days ago |
| PEYTRAUD, Josiane | 2151 days ago |
| BRAHIM, Walid | |
| KANJA-ext, Zakaria | |
| NWANGWU, Daniel |
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