SpP Complaints & NCMR

Type + plant + product define who will be assigned. Users indicated on the creation form will be automatically changed by the system according to these rules.

If the account is a SKA one, then some users also are notified: the Product Manager, Account Owner, Parent Account Owner, Quality Team and Team leader (manually added).

Initiation

Containment: to find the solution. Example: change the packaging of one product if a liquid flows. It is the case owner who is managing this step.

Investigation and Verification: if the case owner considers the request as “not valid”, then the stage goes automatically to “Closed”. It is then required to fill in rejected date + rejected by + closing summary.

Resolution

Root cause: selected when the investigator found the origin of the issue.

Implementation

Verify effectiveness & prevent recurrence: we start working on a solution. Investigator has to assign an "Effectiveness auditor". He validates or not the solution.

About the status:

• Closed - Awaiting CA Verification: after 50 days, a notification is sent to the case owner. Technically, it will be indicated “Closed” on the path but it will be needed to change the status into “Verify Effectiveness” by “Prevent Recurrence”.
• Prevent Recurrence: open the tab “Closed”.

Closed

Is customer communication required?

• If no : Closed - No further communication = no communication sent.
• If yes: Closed - Final Customer Communication.

If the complaint is open but without activity: the Process Owner receive a notification within 3 days.
A notification also is sent to all case teams each 6 hours (12am, 6am, 12pm and 18pm).

No! If someone manually change the status on the "Details" page, it is required to change it back so the system can correctly works. When working on tickets related to complaints, please be careful and check the history. If you notice that one step is missing, it means that someone changed the status manually. Example: you can't just close a complaint. Steps before have to be completed.

NCMR has Status "Open " only during creation, status will automatically change to "Containment", then all statuses are changed manually by user , normally only 2 different persons are involved in this process and are part of site Quality team : originator/investigator and case manager who verifies prior to close NCMR )

Order information is entered by any user at creation but only few users having permission set can modify .

Planned Completion date : this date is used to generate an email notification the day after to case manager to proceed to verification and then closure.

Re-open NCMR : only Process owner / GBU data steward or Admin can re-open a NCMR : always transfer to process owner first or in absence to GBU data steward , Admin lite to do only if no other option.

Closure NCMR : only authorized users can close a NCMR (Permission set = "Permission to close NCMR") . There is another persmission set named "Ppermission to Edit NCMR" but that cannot Edit closed NCMRs , only open ones , must re-open NCMR prior to Edit .

There is a NCMR dashboard to follow activities .