Articles... 3 How to Create a Customer Complaint Request... 4 How to Create a Customer Complaint Response...17 Complaint Form - CPro Liability Risk

Transcription

1 CUSTOMER COMPLAINTS

2 Table of Contents Articles... 3 How to Create a Customer Complaint Request... 4 How to Create a Customer Complaint Response...17 Complaint Form - CPro Liability Risk Review Step...24 Creating Customer Profiles...26 How to Access Reports from C-Pro...30

3 Articles Page 3

4 How to Create a Customer Complaint Request Creating a Complaint Search for Approved Customer Profiles A complaint needs to be raised from an Approved Profile. You cannot raise a complaint using the 'NEW' button Page 4

5 Customer Selection Click on the customer you wish to raise a complaint for Create Special Action Select (1) & Special Actions (2) to generate a complaint Page 5

6 Creating the Complaint Select the Organization that is responsible for this complaint i.e the site you are going to send this complaint to. Hit chevron when ready Complaint Title Make a short, unique title for your complaint Page 6

7 Allowance Those available as expediters is dependent on the Allowance filter Quality Assurance. The person you wish to send this complaint to must have the Quality Assurance allowance in their user profile Expediters Find the expediter (1) you need from the list who needs to deal with the complaint and 'Add Selected' (2) Page 7

8 Source of Complaint Select Source of Complaint and Complaint type from the drop down boxes Complaint Reasons and Response types Complete the sections for Reason and response type Complaint Reasons Page 8

9 Hit the Chevron when complete Complaint Reason Sub-Categories Choose any sub categories and hit the Chevron when done Customer Response Requirement Specify the type of response the customer may have requested. Hit the Chevron when ready Page 9

10 Customer Complaint Product/Material category Click on product/material category Business Entity Choose the business relevant and chevron when ready Page 10

11 Product Type The underlined text means there is a further look up. Click on this underlined text to reveal a sub category. In this case it is the product types relevant to the business entity you have chosen. Product Types Choose a product relevant to this complaint and chevron forward Page 11

12 Priority & Schedule Select the urgency level of this complaint. The actual request date may be changed manually if desired Attach file Additional Info Make attachments - Pictures, Meeting reports, data files Page 12

13 Attach Files Attach and hit Chevron Sales order number If required, enter Sales Order Number. Lot numbers Page 13

14 If applicable, enter lot numbers into the box Adding Products Liability If the customer has indicated that a liability claim may be instigated, enter all the details in the box provided Liability Page 14

15 If no liability has been identified, answer 'No'. Adding Product Details to the Complaint Click on 'Manage Hosted Data' to add a product or products Adding Products cont. Page 15

16 Hosted Data example Notifying others Save, Save & Close or Submit for Acceptance Page 16

17 How to Create a Customer Complaint Response Response to a Complaint Request Response When the complaint request is opened the expediter will see in Responses section a button 'Create Response'. Press this to create. Page 17

18 Changing Details if Required If required and providing you have the necessary rights, you will be able to change key information such as Reason or response type for the complaint Investigation & Solution Enter in the first box, all detail of the investigation into the complaint and then, if know, the solution or root cause. Some complaints will be quick and easy and require no corrective action and can be closed here with this one response document Page 18

19 Rick Notification Use the Attach File button if you wish to attach evidence of any kind. Specify if you know there to be a potential liability issue with this complaint. The liability steps are detailed in another set of help slides in cprohelp.alent.com Repetitive Issue This is where you will state if this is a first time complaint or a repeat complaint. Note, a repeat complaint should progress to a corrective action and ensure you investigate thoroughly before making a decision. Customer Complaint Justification Ascertain whether or not this complaint is justified or not justified. If unsure, save and close and proceed with investigation and/or corrective action. Page 19

20 Corrective Action creation If you select that a corrective action is necessary, this will be an automatic creation upon closure of this response. All you may wish to do is add a different expediter for the CAR and any copy to individuals. Complete the response to create the CAR. If no CAR is necessary, select 'No' and hit the 'Complete Response' button Creating the CAR Add Expediter and Copy to if required. Page 20

21 CAR Creation cc Submit for approval Whether the CAR is closed or not you can submit the complaint for approval and close. Page 21

22 Customer Complaint Response CC : test - Internet Explorer Approval Page 22

23 The complaint is first approved by whoever is chosen in the first box (usually the expediter) and is also sent automatically to the requester for final approval Page 23

24 Complaint Form - CPro Liability Risk Review Step 1. Customer Complaint Request Form The Customer Complaint Request Form prompts the author as shown below. An answer of NO requires no further action or input 2. Liability Risk Prompt: Yes An answer of yes gives an additional box for information and automatically creates a Liability Risk Notification upon completion Page 24

25 3. Customer Complaint Request Form: Link to Risk Notification After the Risk Notification has been generated a link is shown on the complaint form. 4. Liability Risk Notification Document Each Liability Risk Notification is Recorded Permanently in the system The Notification Document provides a link to the customer complaint that triggered the notification, as well as the customer involved. Page 25

26 Creating Customer Profiles Customer Profiles for Complaints etc Create new Select the New button to create a new customer profile Org, Class, Type and Layout Page 26

27 Completing Detail Enter all relevant detail Submit to Approve Page 27

28 Page 28

29 Enter any necessary changes if you are making a revision change or ignore if this is a new document. Submit when ready Approve Page 29

30 How to Access Reports from C-Pro 1.0 Published Dashboard Links Navigate to C-Pro home screen by clicking on the "CompliancePro" logo located in the left top corner of the screen Page 30

31 2.0 Locate Link to C-Pro Sharepoint Site In the Published Dashboard Link Section located the following link: "C-Pro Sharepoint Site (Internal Network Only)" This is the link that will bring you to C-Pro Sharepoint site where all the reports are located. Keep in mind you must either be in the office on secured network or on VPN in order to have access to Sharepoint. If this is your first time accessing sharepoint please follow sub steps below to log-in and save your credentials for the future. Page 31

32 2.1 Access to Sharepoint Site Upon clicking on the Sharepoint link from step 2.0 you will be prompted to log into Sharepoint 1. Use the same username you have set-up to access your windows PC. 2. Use the same password you have set-up to access your windows PC 3. Click on "Remember my credentials" check box 4. Click "OK" Page 32

33 3.0 Sharepoint C-Pro Site Overview Section 1: Navigation menu allows you to navigate into various folders. This menu is available on any page of the site Section 2: Provides quick links to Sharepoint folders Section 3: Provides information on announcements and a link to the Help Site Page 33

34 4.0 Global and Regional Reports Folder 1. Click on "Global and Regional Reports" Menu Item 2. This folder is further broken down to sub folders based on what C-Pro module that data is coming from. As we continue to implement new modules and create reports this list will increase. Click on "" sub folder to view reports on 3. Click on Document Control sub folder to view reports on documents in the system. NOTE: One thing to keep in mind is that these reports will be global and provide data on different business units ex: Alpha, Enthone, also different Regions ex: Asia, Americas and Europe. They will not be detailed to site specific level for that information you should use "Local Reports Folder" 4.1 Reports Page 34

35 Reports have a short description to give users information on what info is presented in the report. To run a report just click on the report name. NOTE: Monthly reports allow you to pick a single month to get data for. Reports Designed for a period greater than 1 month allow you to pick a date range and view trends. When running trend report if you select a single month some graphs might be useless. 4.2 Complaint Report Global 1. Select a Start Date. This will allow you to pull data based on the Complaint created on date. 2. Select an End Date. This also looks at the data based on Complain created on date. 3. Click select to pull complaints that were created between selected "Start Date" and "End Date" 4. Drill down to see data by Region by clicking on region name Page 35

36 4.3 Exporting Report to PDF 1. Click on Export button 2. Select "Acrobat Format (PDF)" as Format 3. Click ok to export You can further save the report in PDF on your computer. 5.0 Local Reports 1. Monthly Report only allows to pick a single month, along with Business Unit, Region and Location for which you would like to pull data Page 36

37 2. Trend Report allows you to pick a date range along with Business Unit, Region and Location for which you would like to pull data 5.1 Local Report Selection Criteria - Trend 1. Select a Start Date. This will allow you to pull data based on the Complaint created on date. 2. Select an End Date. This also looks at the data based on Complain created on date. 3. Business Unit, select from drop down menu 4. Site location, select from drop down menu 5. Press OK to Run First few pages will show results by month and last page will show graphs of reported data over the selected time period. NOTE: Export Report to PDF following steps listed in section 4.3 Page 37