Quality Management for Complaints from Customers (2FA)

Quality Management for Complaints from Customers (2FA)

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.

Key Process Steps Covered

  • Create quality notification with basic data
  • Capture defects, define root cause analysis, and document immediate actions
  • Define corrective actions and correction tasks
  • Execute root cause analysis, corrective actions, correction tasks, and document outcome
  • Review root cause analysis and document root cause, review corrective actions, and review correction tasks
  • Define preventive actions
  • Execute preventive actions and document outcome
  • Review preventive actions
  • Complete quality notification

Benefits

  • Capture complaint details, related defects, causes, and activities in one place
  • Manage different types of activities (for example immediate, corrective, and preventive actions)
  • Assign a person responsible to each action and track action status and outcome

Where is Quality Management for Complaints from Customers(2FA) being used?

This Scope item is used in the following way:

  • As a core function of Quality Management within Manufacturing Scope Item Group
  • As a core function of Inventory within Supply Chain Scope Item Group

Process flow of Quality Management for Complaints from Customers (2FA)

Find below the process flow of the scope item Quality Management for Complaints from Customers as it is defined for release s4h-2021.


Download Process Flow of Best Practice scenario Quality Management for Complaints from Customers (2FA) - S/4HANA OP
Ref: Supply Chain of SAP S4H-2021
Best Practices related to S/4HANA*1) Yearly Updates are released per September of each year
*2) The Quarterly updates are released per Februari, May, August and November
Details of future releases can be found in the SAP Roadmap section of each product. Go to SAP Roadmap Product Finder.
Knowledge Center Scheer Nederland | The Process Experts Visit also the SAP Cloud ERP knowledge center of Scheer Netherlands. The following topics are covered:
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