Complaint management includes the capabilities for acquiring all relevant external and internal complaint data. A wide range of analysis functions enables the rapid and efficient identification of weaknesses and the prompt initiation of countermeasures. Integrated, comprehensive evaluation and analysis tools support continuous, sustainable quality and productivity improvements.
A concern and complaint management solution features real-time, efficient communication. Complaint workflows in complaint management software allow manufacturers to activate immediate actions that send information (required for stock-level investigations/stocktaking and defect analysis) to designated company departments.
Complaint analysis in complaint management software can be handled in accordance with quality procedures such as 8D [link to glossary page], including initiation of various actions, cause analyses and efficiency confirmations. Defect cause analysis is complemented by quality management functionality that supports the Ishikawa method (cause/effect) and the 5Whys problem-solving methodology.
If the manufacturer determines that a supplier is the cause of complaints, the manufacturer can automatically generate a supplier complaint using complaint management software.
Complaint management software supports efficient communication among stakeholders, with portals and interfaces to include:
- A supplier portal for online supplier exchange
- A simplified acquisition portal for setup of new customer/dealer processes
- Integration in original equipment manufacturer (OEM) portals with exchange of the inspection and 8D reports
A complaint management software web portal enables the acquisition of external complaints such as those from end customers, the handling of internal/external response measures and document exchange supporting defect descriptions.
