Manages the registration and investigation of complaints (from clients and consumers). The tool enables the registration of complaints information including photo uploads. It allows the investigation be carried out and recorded in the system which provides route cause analysis tools as why-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 complaints status and the root causes pareto report.

Key Functionalities

Key functionalities include the following:

  • 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 and multi cause analysis


  • Standardization (e.g. forms, database,…)
  • Elimination of NVAA to generate reports and to find related analysis and action plans
  • Improvement on performance management (e.g. indicators, real time information,…)
  • Control and traceability of complaints solved – reduction of reoccurrence
  • Learnings sharing between lines, departments and sites

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