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.

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