Complaints
Manages the registration and investigation of quality complaints. The tool enables the registration of complaint information including photo/video uploads. It allows the investigation be carried out and recorded in the system which provides root cause analysis tools as 5 why analysis and fishbone diagram. The tool is connected to the “Action Plans” system which allows users to monitor plans. The system has also reports to monitor the complaint status in addition to the root causes pareto report.
Key Functionalities
- Database with Complaints for tracking and follow up
- Link with Action Plan module – actions go automatically to the central database
- Integrated root cause analysis tools
- Attachments (e.g. documents and photos to show more details of the complaint)
- Complaints can only be finished after actions are concluded
- Automatic reports – by month, by department, by area, by status, multi cause analysis,…
Impact
- Standardisation (e.g. forms, database,…)
- Elimination of NVAA to generate reports and to find related analysis and action plans
- Control and traceability of complaints solved – reduction of reoccurrence
- Learnings sharing between lines, departments and sites