Click into the Search Apps panel at the top after opening Intelex
Search for Customer Complaint Reporting application by typing
It will open on Report Complaint tab ready for a new complaint to be created in draft status
Begin by adding the location responsible for the error. It is important it is the responsible location such as the manufacturing site and not the sales site.
Give the complaint a brief, not too wordy title. Perhaps customer, product, issue. e.g. 'Vaillant has leaking filter'. Then locate the customer by clicking on Select and then describe the actual problem in more detail. Please refrain from pasting long email chains in this box.
There is a Document Attachment section to add photographs and other relevant information to support the complaint investigation.
You must now enter the complaint categorization detail. Complaint Type 1,2,3. Type 1=Product Performance, Appearance, Specification, Laser Issue, Type 2 = Labeling, Documentation, Packaging, Shelf Life, Customer Service, Safety & Type 3 = Delivery/Logistics.
The second box, Complaint Category is dependant on the complaint type you select in box one and also Complaint Sub-category so making the right choice is essential.
Now select EDIT to continue with additional information
Complete the product Warranty information and complete the Product category and Product options. Only one product is possible per complaint. You can also add the item code for the product. If the complaint does relate to multiple products then add this information into the description and Item Code section or use the Add Comment option at the top of the page.
The Supplier choice is optional and may be left blank. This supplier can also be selected by the reviewer in the investigation stage.
Other options available are for Purchase Order number and RMA number. In the Reviewer box using the Select button, you must choose the person you are going to send this complaint to for investigation. This is often the quality manager at the responsible location you selected above when you began.
You may also wish to add some customer contact names either internal or external. First click on Attach as the names may already have been added in which case you can just select them. If the contacts do not exist then click Create New Contact and create.
You can select someone internally as a customer contact person.
Or you can create the details for a contact external to our company and complete the relevant details. These internal and external names are purely for information purposes and will not be sent emails at any stage.
If you need to communicate this complaint at any stage throughout the life of this complaint you can add individuals to this section.
Once added, you can select one or more of the names you wish to notify and click Send Notification. It will send them a link to the complaint and also register the date and time they were notified in the log.
You can select their name and use the Detach button to remove them from the list.
To complete the draft stage you can now send to the reviewer by clicking the Review button. This completes complaint creation. Otherwise, click on Save to come back to it later.
There is a Add Comment button, mentioned earlier, to make any additional comments which will appear in the Workflow comments section.
THIS SECTION FOR REVIEWERS
Upon receipt of the complaint the reviewer has the option to 'Send Back To Creator' and add a reason for this. This will in effect reject the complaint and put it back into draft status.
As mentioned earlier, the reviewer can enter the relevant supplier name.
The Reviewer can now begin the Investigation section of the complaint. After initial investigation, if it is decided that the complaint is Not Justified, the complaint can be closed without going for approval or creation of a CAR. If however the complaint is Justified, a CAR becomes mandatory and must be created before the complaint can be sent for approval.
Note: The complaint can be sent for approval without having to close the CAR(s) or Action Plan(s). They will work independent of the complaint.
If Justified, you need to open the Corrective Action section and generate a CAR.
Action Plans are an optional feature. These should be used to support individual actions from a CAR or just simpler actions to support the complaint solution.
There is an optional NCR form which can be used to detail the disposition of material as a result of scrap or reword material.
An optional Cost of Quality section can detail rework, scrap or investigation costs. Whatever currency you enter will be converted by the system into USD.
If important continual improvements have been identified you wish to share with others have been identified you can use the Lessons Learned section to detail these and communicate.
If Related Events exist already in Intelex, you can link these to this complaint. They might include other similar complaints, CAR's, Action Plans etc.
Once investigation is completed and any relevant Document Attachments have been made you can 'Send for Approval'.
The approvers are determined by role depending on the location. You do not have to select the approver .
Person responsible is the Customer Complaint Approver Role. If you are unsure who this is, ask your system administrator.
If the complaint was Not Justified, the complaint can be closed here. If you as the approver are unhappy with the investigation conclusion you should select 'Send Back To Reviewer' and give a reason. They will then need to act on this and submit for approval again.
The Final Approver can now complete the approval section including disposition and date approved.
The complaint workflow will now say closed. Complaints, once closed cannot be reopened.
A full list of complaints in the system can been seen by clicking the second tab 'Complaint List'. This will only display complaints for the location you are logged in to. You need to have access to Global to see all complaints globally. If you need to see complaints from more than one location, put in a request to your system administrator.
The 3rd tab also shows Open Action Plans, again depending on your log in location.
CAR's and Action Plans created from complaints will be linked to the relevant complaint they were created from. If you want to see CAR's and Actions Plans generally you need to log in the those applications.
The 'Settings' tab shown below is for Admin use only.
END
0 Comments
Add your comment