Overview

In this section, you will find information about:

  • How to find a complaint assign to you
  • The investigation information to input
  • The root cause analysis (8D, 5 WHY)
  • The corrective actions
  • The Assignee notification

 

Concerned profiles:

     ALL

Table of content

 

Step By Step

Next process step

•As David updated the Status to Under Investigation, the Investigator is notified by email that he/she needs to take action.
•Let’s follow John, working in Supply Chain and assigned as Investigator, while he completes the Investigation part of the Complaint.

Investigator notification

Investigation 

Once John opens the Complaint, he can click on Edit and scroll down to the Investigation section to start filling the Investigation information.
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?

 

Field Name

The field Total Estimated Costs was renamed to Estimated Costs

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
 

Root Cause Analysis

•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 ».

Corrective Actions

•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.

Effectiveness Verification 

•At the end of the Investigation, John needs to define whether the Corrective Actions were Effective and if so, detail the Effectiveness.

Assignee Notification

 
•As defined in the beginning, David assigned an Investigator and a Commercial Assignee to the Complaint. These different assignees represent the persons in charge of part of the Complaint.
•Once John has completed the Investigation part, he can update the Status to Under Review.

•The person 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 routing table is the following:

 

•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.

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