
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