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 process can follow the correct steps. If not, the next step will not be unlocked.