Record a customer complaint  

• Record the complaint when it arrives, with all the necessary supporting information to manage it: customer, contact, nature of complaint, date of complaint, quantity found, quantity affected
• Attach any related documents: scans of letters, photographs, emails
• Record any claims amount

Manage the complaint

• Assign ownership to manage the complaint
• Notify various people / groups
• Workflow - manage the complaint and change its status as it moves through the process
• Create an action plan to handle the complaint
• Track the progress of the complaint and the associated actions
• Track the age of each complaint and with email alerts 
• Ensure all actions are closed before the complaint can be closed

Investigation

• Use the information in Shopfloor-Online MES to assist the investigation: batch numbers, lot numbers, serial numbers, production runs, production dates, shifts, manufacturing lines
• Investigate the root cause of the problem
• Build up a library of root causes 

Reporting

• Analyse the nature and frequency of complaints
• Analyse trends over time
• Monitor recurrences: have root causes been eliminated? Are they still causing problems? Was the preventative action successful?

• Improve the response - address customer complaints more effectively and thoroughly
• Enforce business process – the system forces people through the correct process, raising the standard and timeliness of response
• Reduce the impact of non-conformances – by enforcing a process like containment, correction and preventative actions. Feel the benefits in terms of on finance, brand reputation and competitive position
• Continuous Improvement – build up a detailed history of events and a richer knowledge of root causes

Get more value from Customer Complaints module by using it in conjunction with other modules of Shopfloor-Online MES:

• Job Tracking - to identify the production run or work order, production line or shift associated with the complaint
• Quality - to access the results of all quality checks performed or missed on the production run
• Inventory Consumption - to trace back to lots of materials used/created in the process
• Build Traceability - to manage traceability down to serialised parts
• Labour - to determine who was running the manufacturing process at the time of the production
• Concerns and CAPA - to track issues internally