Step By Step
Final Communication to the Customer | |
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8D Report | |
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•Laurie can generate an 8D Report if this is needed by the Customer by clicking on the Generate 8D Report button on the top of the Complaint page. Users are able to change the Language of the template of the 8D Report. •The 8D Report is filled with all the relevant data that have been registered during the Investigation by John. It remains editable and Laurie can change the data or add new data before she generates the Report. The 8D Report is saved as a Word Document as an attachment of the Complaint. |  |
•All the relevant data that has been registered during the Investigation by John is mapped to the 8D Report. •For a more detailed view of the mapping, please double click on the Word Document.
Actions on 8D Report are now linked with the Actions on the Complaint. The Containment task appears on section D3/Immediate Containment Actions, the Corrective Action task appears on D6/ Action Plan, and the other task appears at the bottom of the 8D Report => New Winter 17' Release |  |
| Waiting for Final Investigation | |
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•The Complaint has been reviewed but Laurie is waiting for more detail from the Investigation Team (for example waiting information from the Plant). Nevertheless, Laurie needs to send a Communication to the Customer. •Before sending the Communication to the Client, Laurie should flag this Complaint has Waiting for Final Investigation. Laurie can also provide an expected date for the Final Investigation on the field Waiting for Final Validation Date. |  |
•Laurie can send the email by clicking on the Send Customer Response button. After the email is sent, and since Laurie has flag the Complaint as Waiting for Final Investigation, the Status is automatically changed to Waiting for Final Investigation and the field First Customer Informed Date is filled in with the date of the action. |  |
| Final Communication to the Customer | |
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•Once the Complaint has been completed reviewed and the final Investigation is also completed, it is time for Laurie to send the Final Communication to the Customer. •Laurie should uncheck the flag Waiting for Final Investigation, meaning that the next email sent to the Customer will be the Final Communication. •Laurie can then send the email by clicking on the Send Customer Response button. In addition to the predefined Contact, Laurie can also input any valid email address as CC. |  |
•At anytime during the Complaint lifecycle, Laurie can send an Internal Email prepopulated with Complaint Information to be used only for Internal purpose. Laurie can send the email by clicking on the Send Internal Email button. In addition to the predefined Contacts, Laurie can also input any valid email address as CC. |  |
•Laurie’s GBU has implemented a rule that the Commercial Assignee should also be the agent responsible to Close the Complaint. This means that the Ownership will not be changed and the user will remain as the Commercial Assignee on the Case Team. •For other GBUs, the responsible for the Closure can be a specific User or a specific Queue for the purpose. •Once Laurie has sent the Final Communication to the Client, the Status is automatically changed to Completed but she will remain the Owner. •Nevertheless, the Case Team Members and the Solvay Contacts that are selected to be notified when the Status is changed to Completed are notified.
Laurie can now perform the Closure actions for the Complaint. | |
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