Quality Management for Complaints From Customers

Process Overview

This scope item describes the management of customer complaints, for example, after delivery of a product. Using
quality notifications, the quality engineer can capture all complaint-related information provided by the customer. The
quality engineer enriches the notification by adding internal logistical information, such as delivery and purchase
documents. Further immediate actions can be captured for documentation purposes. To identify the complaint's root
cause, the engineer documents a root cause analysis. After having identified the error and the related root cause, the
quality engineer classifies this information using code groups, codes, and free text information.

The quality engineer defines corrective and preventive actions either globally at notification level or per defect. The
engineer assigns one processor to each action. The action is processed, and action processors give feedback per action.

Finally, the quality engineer reviews each action and closes the notification

Process Flow

2FA - Quality
Management for Complaints from Customers.pdf

Preliminary Step

A sales order and/or a delivery to customer are required.

Create Quality Notification with Basic Data

create a customer complaint quality notification and capture the most important data. Processing of the notification is
started by setting a corresponding lifecycle status

• Enter notification Type – Q1 Customer Complaint

• Click on Notification
• Create Notification Initial Screen input Sales Order and Sales Order line item or Outbound
Delivery and Delivery line Item Click on Continue
• Reference Object tab By entering sales order and/or delivery, related data will be automatically
transferred to the notification
• Verify the Material and Plant for material
• Go to Subject tab, under subject tab
o Coding: for example, QM-COD (Problem Details); 0002(Product Complaint)
o Description: for example, Surface Damage
o Long text: enter the long text to describe the complaint
• In the Execution Section under the Subject tab
o Priority: select a priority from Drop Down
o Required Start: today
o Required End: today + 30 days
o Coordinator: enter the coordinator
• Go to Date/Time tab,
o check the Notification Date created automatically as today's date
o Enter your name in the filed Reported By
• Change notification status by choosing Put in Process button
• Click on Save , and notification ID is generated
Capture Defects, Define Root Cause Analysis and Document Immediate Actions

A root cause analysis is triggered, and defects are maintained. Furthermore, immediate actions on defect or notification
level are entered for documentation purposes

• Enter Notification, click on notification

• To Define Root Causse Analysis Go to Tasks Tab
o Code Group: for example, QM-TASK
o Task Code: for example, 0004 - Root Cause Analysis
o Task Text: Root cause analysis
o Responsible: responsible user name
o Planned Start Date: today
o Planned End: today +2 days
• Hit on Enter, Select line item Click on Release
• Note:- A root cause analysis is defined as task on notification level
• To Capture Defects Go to Items tab and maintain Defects in in the Overview table
o Code Group: DEF-LOC (Defect location)
o Defect loc.: 0003 (Outside)
o Code Group: DEF-SURF Surface Defects
o Defect type: 0003 Scratched
o Text: Scratches ~ 3 mm
o Item long text: Long text
o Defective Qty (external) / Defective Qty (internal): Enter Quantity
• Hit on enter
• To document immediate/corrective actions per defect, select a defect item in the Overview
table and go to Corrective Activities on the items tab
o Code Group: for example, QM-ACT
o Activity Code: for example, 0001 - Immediate Activity
o Activity Text: Acknowledgment mail sent to customer
o Start Date: today
o End Date: today
• To document immediate actions on notification level Go to Activities tab
o Code Group: for example, QM-ACT
o Activity Code: for example, 0001 - Immediate Activity
o Activity Text: Acknowledgment mail sent to customer
o Start Date: today
o End Date: today
• Save Notification is saved. The status is updated to outstanding task exists
Define Corrective Actions and Corrective Tasks

corrective actions on notification level and correction tasks on defect level are created, assigned to responsible
processors and released for processing.

• Enter notification and click on notification

• To Create and release Corrective Action Go To Task tab
o Code Group: for example, QM-TASK
o Task code: for example, 0001 - Corrective task
o Task Text: Rework surface
o Responsible: responsible user name
o Planned Start Date: today
o Planned End: today + 1 day
• Hit on enter
• Select Corresponding entry and click on Release to Corrective Action
• Note:- A corrective action has been defined as a task on notification level. The action has been
released for processing
• Create and release Correction task on Defect level go to Items tab and select defect item and
navigate to Correction task on the tab Items
o Code Group: for example, QM-TASK
o Task code: for example, 0001 - Corrective task
o Task Text: Rework surface
o Responsible: responsible user name
o Planned Start Date: today
o Planned End: today + 1 day
• Hit on enter Select Respective line item click on Release Icon
• Save , The status is updated to outstanding task exists
• Note:- A correction task has been defined on defect item level. The task has been released for
processing
Execute Root Cause Analysis, Corrective Actions, Corrective tasks and Document Outcome

the tasks that are assigned to a user with the role user responsible are displayed in a worklist. Feedback to tasks is
entered and processing is finished by changing the task status.

• Input Material Click on Execute

• A list of tasks assigned to the responsible user displays
• Change tasks: List of notifications, select the root cause analysis Click on task
• In the Task area, input the feedback in the long text field.
• Expand the Planning enter Completion on and by user name
• Click on Complete task , Status of the task changes to task completed. Fields are read-only
• Save
• Note By choosing button Notification, a notification summary is displayed
• Process the corrective actions and correction tasks defined in the previous step in a similar way.
Review Root Cause Analysis and Document Root Cause, Review Corrective Actions and Correction Task

completed tasks are reviewed and the root cause identified in the root cause analysis is documented on defect item
level.

• Input notification ID
• Go to tasks tab, double click on Root cause Analysis respective line item
• Display task status changed to successful
• Display task long text by choosing the button Text right to the field Task Text
• Go Back close the Pop-up Window
• To Maintain toot Cause for item leveraging code groups and codes
• Go to Items tab, Select Defect line item in Overview tab under items tab navigate to Cause in the
tab Items
o Code Group: QM-CAU (Problem Causes, Defect Causes)
o Cause code: 0012 (Human / Training or Awareness)
o Cause text: Scratches due to incorrect handling
• Click on Save
Complete Notification

the notification and related objects are reviewed and the notification is closed

• Input notification ID
• Navigate through all tabs and review the information. Check whether all tasks are at least in
status completed
• Click on Complete
• Completion Date and Completion time are automatically filled
• Click on continue to close the Notification
Display a list of Quality notification

a list of notifications with respect to a certain material is displayed in a worklist for overview purposes or management
quality analysis

• Input Notification date Range Click on Execute or

• Different selection parameters (notification status, date, partners, code group and code) can be
entered
• A list of quality notifications matching the specified selection criteria displays.
• Select one quality notification in the result list and choose button Notification to display all
notification details.
• Select one quality notification in the result list and choose button Long Text to display the
notification long text
Display a list of Quality Notification Tasks

get a list of tasks, for example, tasks that a specific user is responsible for, tasks for a department ans tasks that are
connected to a certain material

• Input notification Date range Click on execute

• Different selection parameters with respect to task and notification (e.g. notification and task
status, date, partners, code group and code) can be entered
• A list of tasks matching the specified selection criteria displays