Problem Case Management System 2.0

Transcription

1 Intelex Technologies Problem Case Management System 2.0 Supplier

2 Contents Logging into Intelex... 3 Forget your password... 3 General Navigation... 5 Locations Dropdown... 5 Applications Dropdown... 5 Toolbar... 5 My Tasks... 6 Problem Case Management System (PCMS 2.0)... 7 Problem Case Acknowledgement (No Response Required Cases)... 8 Initial Response... 8 Rejected Initial Response Root Cause/Corrective Action Plan Rejected Root Cause/Corrective Action Plan Rejection Supplier Implementation Implementation Rejection Submitting Validation Data (if required) Validation Rejection Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

3 Logging into Intelex To start working with the Intelex site and Problem Case Management System, follow the steps below: 1. Type the following URL into any Internet browser: 2. You will then be presented with your Intelex login screen. 3. Enter your User Name and Password into the fields provided. 4. Click the Login button. Forget your password If at any time you forget your password, follow the steps below to have your login information sent to you in order to sign in again. 1. Click on the hyperlink below the login button field, and it will prompt you to enter your user name. Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

4 2. Enter your User Name in the space provided and select the Send My Information button to have an sent to you with your login credentials. Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

5 General Navigation There are a few areas within the system that you should be aware of in order to navigate yourself through Intelex. Locations Dropdown One of the first things you ll notice when you first log in to the Intelex system is the locations dropdown. This is found in the top right hand corner of the screen. From here you should see your logon location. If you select the name hyperlink, this will appear as a dropdown. Open the dropdown to display the location structure for Nexteer. When a Nexteer employee initiates a Problem Case record, the location selected in the dropdown here will determine where the record will be routed to. All records are stored within one of these locations. Applications Dropdown Beneath the location dropdown you will find the Applications dropdown. This will display all Intelex Application you have access to in the system. Use this to select and navigate to the Problem Case Management application Toolbar In the center of the page, as part of the header, you will see a toolbar. This toolbar displays icons that are quick links, which will allow you to navigate from page to page within the system. Since it is on the header of the page it will display regardless of the area in the system you are working with and can be used to navigate to another page in the system. Please note that toolbars are configurable and you may see changes made to your default toolbar. Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

6 My Tasks My Tasks Summary page is the first page that will be loaded when you log in to Intelex. This page will display all actions that you are responsible to complete. From here you will be able to see the due date, task type and description of a task. You will also be able to complete a task right from this page by selecting the description hyperlink. Whenever you are assigned a task you will also receive an notification informing you of this new task. If you navigate away from this page and would like to be directed back, simply select My Tasks icon from your toolbar. Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

7 Problem Case Management System (PCMS 2.0) Stages Due Date Person Responsible Tasks Draft - Complaint Info Complaint Issuer Submit to Supplier, Cancel Supplier Acknowledge (No Response) +3 Supplier Owner Acknowledge, Cancel Initial Response +2 Supplier Owner Submit Response, Cancel Initial Response Review +2 PC Submitter Approve, More Info, Cancel Initial Response Rejected +1 Supplier Owner Re-submit, Cancel PC Disputed +3 PC Submitter Dispute Accepted, Dispute Rejected Cancel 5Y SQE Assignment +1 Plt Region SQ Mgr Assignment Complete, Cancel Root Cause/Corrective Action Plan +15 Supplier Owner Submit, Cancel CAP Review IAStage Owner Approve, More Info, Cancel CAP Review (Supplier Region) +2 Supp Region SQE Approve, More Info, Cancel CAP Review (Plant Region) +3 Plt Region SQE Approve, More Info, Cancel CAP Review Hold (skip if WFCC is +2 CAPAppOwn Approve, More Info, Cancel approved) CAP Rejected Supplier Owner Re-submit, Cancel CAP Rejected (Supplier Region) Original Root Supplier Owner Re-submit, Cancel Cause Due Date CAP Rejected (Plant Region) +2 Supp Region SQE Re-approve, Reject back to Supplier, Cancel Implementation Set in Root Cause Supplier Owner Submit, Cancel Implementation Review Complaint Issuer Approve, Validation Required, More Info, Cancel Implementation Review (Supplier) +5 Supp Region SQE Approve, More Info, Cancel Implementation Review (Plant) +3 Plt Region SQE Approve, More Info, Cancel Implementation Review Hold +2 Plt Region SQE Approve, Validation Required, More Info, Cancel Implementation Rejected Supplier Owner Re-submit, Cancel Implementation Rejected (Supplier) Original Supplier Owner Re-submit, Cancel Implementation Implementation Rejected (Plant) +2 Supp Region SQE Re-approve, Reject back to Supplier, Cancel Validation +30 Supplier Owner Submit, Cancel Validation Review +3 Plt Region SQE Approve, More Info, Cancel Validation Review Hold +2 Plt Region SQE Approve, More Info, Cancel Validation Rejected Original Validation Supplier Owner Re-submit, Cancel Nexteer Owned Tier 3 Confirmation ESQMgr Confirmed, Not Confirmed, Cancel Cancel Case Justification +1 CC Requester Submit Request, Cancel Request Cancel Case Review +1 Plt Region SQ Mgr Accept Request, More Info, Reject Request Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

8 Problem Case Acknowledgement (No Response Required Cases) In some cases the Nexteer employee may submit a problem case that does not require a response. In this case, you will be notified by a formal that you have a task to acknowledge the problem case. You will also have a line item on your My Tasks Summary page. From both of these areas you will have a link to the problem case form. To view the problem case and complete your task, follow the steps below: 1. Start by opening the problem case record from your My Tasks Summary page or from the link in the notification. 2. The Workflow Status section at the top of the page shows the case in the Supplier Assigned No Response Required stage. In this stage your task is to review all Contact Information and Complaint Information sections of the problem case and acknowledge that you have done so. 3. In order to close out your task and track that you have acknowledged the problem case, select the Acknowledge button on the menu bar. 4. Once this has been done the problem case record is closed. Initial Response As a Nexteer supplier, you are responsible for responding to problem cases that are submitted to your location. If a problem case has been assigned to you for initial response, you will receive an notification as well as a task on your My Tasks Summary page. To see more details of this problem case and to complete your task, navigate to the record by selecting the link from the or clicking the description link of the task in your My Tasks Summary page. In order to complete your task, follow the steps below: 1. Once you open the problem case form, you will be able to view all of the Contact Information and Complaint Information. Review this information before you fill in the Supplier Initial Response fields. When you are ready to fill in your response, select the Edit button on the menu bar. Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

9 2. You will now be able to enter your initial response. As a supplier you have a opportunity to dispute the problem case and send the form back to the Nexteer employee who submitted the record. If not disputing the problem case, please skip to step To dispute, select Yes in the Do You Dispute this Complaint? field in the Supplier Initial Response (Containment) section of the form. 4. Then select the reason for the dispute in the Dispute Reason field, which appears after step 3 above. You may enter any comments to help explain the reason for disputing the case. 5. After completing the required information, click the Save button to save and review your response to the Problem Case. 6. Click the Submit Response to send it to the issuer as disputed.. Note you can only dispute the problem case once. 7. To send your initial response to Nexteer select Edit from your menu bar and select No from the Do You Dispute this Complaint? field. Keep in mind that all fields with an asterisk are mandatory fields and must be filled out. 8. Click Save from the menu bar and review what you have updated. Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

10 9. You may choose to attach a document to this problem case. If you are unsure on how to perform this activity, you can find that by reviewing the user guide on our learning center Now that you have saved and reviewed the Supplier Initial Response (Containment) section, you can click the Submit Response button in the menu bar to submit your response to Nexteer. Rejected Initial Response It is possible that after you submit your response to Nexteer, your initial response could be rejected. If your response has been rejected, the problem case will move to the Supplier Initial Response Rejected stage allowing you to modify the details. Follow the steps below to view and re-submit response: 1. From your notification or your My Tasks Summary page select the link for your task you view the problem case form. 2. From here you will now be able to see the Initial Approval/Rejection Comments in the Initial Response Review section. Review this field to understand why the initial response was rejected. 3. In order to make changes to the initial response fields, select the Edit button on your menu bar to modify the data entered into the Supplier Initial Response (Containment) section of the form. 4. Click the Save button in the menu bar and review the updated Supplier Initial Response (Containment) section. 5. Click the Re-Submit button in the menu bar to send it back for Nexteer review. Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

11 Root Cause/Corrective Action Plan Once Nexteer approves your Initial Response you will receive another task to complete the Root Cause/Corrective Action Plan. To view this task, use the link from the or click the description link from your My Tasks Summary list. To complete this Root Cause/Corrective Action task, follow the steps below: 1. Click the Edit button on the menu bar to enter your Root Cause/Corrective Action Plan details. 2. In the section Indicate whether the following will be updated for this issue:, please select the information that will be updated following the corrective action plan. Note: you can/should be proactive in saving your Root Cause/Corrective Action Plan as you fill it out by clicking the Save button in the menu bar. 3. Once you are ready to submit the Root Cause/Corrective Action Plan, check the box Root Cause/Corrective Action Plan Complete. Note: if you do not check this box you cannot submit the Root Cause/Corrective Action Plan. 4. DO NOT FORGET, you must attach your 5Why form to the Problem case before being complete with the Root Cause/Corrective Action Plan. 5. Click the Save button in the menu bar and review the document after entering all pertinent data. 6. Click the Submit button in the menu bar to send the Root Cause/Corrective Action Plan to Nexteer for review Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

12 Rejected Root Cause/Corrective Action Plan Rejection It is possible that after you submit your Root Cause/Corrective Action Plan to Nexteer they may request more information from you. If your response has been rejected, the problem case will move to the Rejected Root Cause/Corrective Action Plan Rejection stage allowing you to modify the details. Follow the steps below to view and resubmit your response: 1. Review the comments entered by Nexteer in the Supplier Region SQE Root Cause/Corrective Action Plan Comments or the Plant Region SQE Root Cause/Corrective Action Plan Comments and then edit the Root Cause/Corrective Action Plan based on these comments. 2. Click the Edit button in the menu bar. Then save the changes by clicking the Save button in the menu bar. 3. Review the changes and click the Re-Submit button in the menu bar.. Supplier Implementation Once the Root Cause/Corrective Action Plan is approved you will receive an notification or you will see it in your My Tasks Summary page notifying you that you need to complete the Implementation stage of the problem case. To complete the Implementation Details section, do the following steps: 1. Click on the Edit button in the menu bar in order to input the information required in the section Implementation Details. 2. Fill in all the required fields, indicating the Implementation Details of the Corrective Actions. Also, indicate if anything was updated based on your responses entered in the Root Cause/Corrective Action Plan by selecting Yes or No to any of the following fields: PFMEA, Control Plan, Process Flow Chart, Work Instructions, Setup Instructions and/or Operation Checklists, Training Material, and Error Proofing and/or Gauging. If required, you will be asked to indicate Yes or No to: Have you submitted your PPAP documents for approval? 3. After filling out all the required information, click the Save button in the menu bar and review the Implementation Details section to make sure everything is up to date. Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

13 4. After reviewing, you have two options to choose from: a. Update Plan: If you want to change your Root Cause/Corrective Action Plan because things have changed in your implementation plan, then click the Update Plan button in the menu bar. This allows you to edit the Root Cause/Corrective Action Plan where the Edit button in the menu bar only allows you to edit your Implementation Plan. Note: Target Dates cannot be changed when updating your plan. Also, any updates made to your Corrective Action Plan will need to be reviewed again by Nexteer. b. Submit Implementation Plan: If your Implementation Details are ready to be submitted to Nexteer, click the Submit button in the menu bar. Implementation Rejection Once the Supplier Region SQE and the Plant Region SQE have received your Implementation Plan they still have the option to Request More Information for your Implementation Plan. Your task is to update your plan based on the comments. To update your plan follow these steps: 1. Scroll down to the new section Implementation Approval to review the Implementation Rejection Comments field indicating the changes that are being requested. 2. Edit your Implementation Details section by clicking the Edit button in the menu bar. 3. Click the Save button in the menu bar to save the changes. Be sure to review the Implementation Approval section to make sure you have taken the Implementation Rejection Comments field into consideration. 4. Click the Re-Submit button in the menu bar to send the Implementation Plan back to Nexteer for review. Submitting Validation Data (if required) Once the Supplier Region SQE and the Plant Region SQE have reviewed the Implementation Plan they have the option to Request Validation of the Implementation Plan. You will receive an about this task, and it is also viewable in your My Tasks Summary page. To validate your Implementation Plan, follow these steps: 1. Start by clicking on the Edit button in the menu bar to be able to edit the section that needs to be filled. Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G

14 2. After clicking the Edit button, scroll down to the section Validation Details. 3. Here you need to update the field Supplier Validation Details to give more details of validity towards your Implementation Plan. 4. Click the Save button in the menu bar. 5. Click the Submit button in the menu bar. Validation Rejection Once the Plant Region SQE has reviewed your Validation Details they have the option to Request More Information from you in regards to the Validation Details. When they Request More Information you will receive an or you can see it in your My Tasks Summary page that you need to complete this task. To update your Validation Details follow these steps: 1. Scroll down to the new section Validation Approval to review the Validation Approval/Rejection Comments field and, if necessary, the Validation Approval Hold Comments field. 2. Edit the Validation Details section by clicking the Edit button in the menu bar. 3. Click the Save button in the menu bar 4. Click the Re-Submit button in the menu bar. This will send the updated Validation into review Intelex Technologies Inc. 905 King Street West, Suite 600, Toronto, ON M6K 3G