New Quality Complaint
The concept of the tool is based on the clear separation between the opening and editing a quality complaint. This decision has been done intentionally to make the opening of a quality complaint as simple as possible.
When you open the tool the system starts with the CREATE NEW Q-CASE page. On this page all the essential data that is needed to open a quality complaint can be entered.
At the beginning of opening process some data fields are hidden; they appear within the workflow when that data is needed.
Basic data
To open a quality complaint, all data fields with the red font color must be entered, as well as the material number and the order number. For efficiency, some fields are already filled with default values.
This includes the opening date, which always displays the current date. If you want to change this date you can do so by clicking on the -icon and any date in the past can be chosen. For plausibility reasons no date in the future is allowed.
From the REQUESTOR list the name of the creator of the quality complaint (usually yourself) can be selected. After doing that, the fields Q-CASE CRITERION (optional) and COMPLAINT TYPE (required) are shown.
If one chooses the complaint type CUSTOMER COMPLAINT three other mandatory input fields are displayed: SALES UNIT, CUSTOMER and FAILS. These data must be entered for a customer complaint.
Enter Material Number
Other mandatory fields are the material number and the order number. If the material number is not known, you can click on the button NO MATERIAL. If the material number is known you can select the material number by clicking the button SELECT MATERIAL which opens a new window where you can enter the material number.
In this window you can enter the material number, either the complete material number or any part of the number. By clicking the SEARCH button, the database is searched for matching numbers. If the material number is uniquely identified it is transferred immediately to the form. If there are several possible numbers available, a selection list appears from which you can select the correct material number by clicking on the appropriate line.
Enter Order Number
The entering of the order number works similar to entering a material number. If the order number is not known you can select the option WITHOUT ORDER NO. Otherwise, choose ORDER NUMBER and in the window that appears you can enter the order number. The window closes and saves the order number by clicking on OK.
What is still missing is the problem description. This can be entered in the PROBLEM DESCRIPTION field which is a free text field, or - if configured – selected from a drop-down list with typical default text for the error description.
You can enter / select data in both fields, while saving the two inputs are then combined
If all mandatory fields are entered the -icon will be shown, with which one the quality complaint can be saved. After saving you will be forwarded to the input screen of the Basic Data.
Additional Options
Before you save the quality complaint you can select on the right top of the screen various other options. The following options can be selected:
The option: SEND ME A CONFIRMATION MAIL
This option specifies that after issuing the quality complaint, a mail is sent by the system to the creator of the quality complaint. This mail contains the Q-case number as a link. Clicking on this link will get you immediately to the corresponding Q-case in the system.
The option: KEEP TRACK ON STATUS CHANGES
If this option is selected a new window is opened in which you can select about which status changes within the Q-Case you want to be informed.
The following status changes are available:
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Q-CASE RESPONSIBLE ASSIGNED
Once a Q-Case responsible is assigned by an administrator, the system sends an automatic email. -
Q CASE RESPONSIBLE INFORMED
After a Q-Case responsible has been assigned by the administrator they have to be informed about the assignment. The system then sends an email to the Q-Case responsible and, if option enabled also to the person who opened the Q-Case. -
Q-CASE LEADER ASSIGNED
As a first action the Q-Case responsible must assign a Q-Case leader. If this option is enabled, the system sends an email to the person who has opened the Q-Case when a Q-Case leader is assigned. -
Q-CASE LEADER INFORMED
The Q-Case leader must be informed about their assignment. As soon as this is done the system sends an email to the Q-Case leader. With this option enabled a mail is also to that person who opened the Q-Case. -
TECHNICAL CLOSURE REQUESTED
When the Q-case team has found a technical solution to the problem, they may apply for the technical conclusion of the Q-Case. If this option is enabled the system sends an email to the person who has opened the Q-Case. -
TECHNICAL CLOSURE DECLINED
The Q-Case responsible can either accept or reject the technical closure. If the technical closure is rejected, the system sends an email to the person who has opened the Q-Case. -
TECHNICAL CLOSURE ACCEPTED
If the technical closure of the Q-Case is accepted, the system sends an email to the person who has opened the Q-Case. -
CLOSURE: TEAN APPROVAL REQUESTED
If the technical solution of the Q-Case is verified, the overall closure of the Q-Case can be requested from the team. If this option is enabled the system sends an email to the person who has opened the Q-Case in case of the team approval has bee requested. -
CLOSURE: TEAM APPROVAL DECLINED
Should a team member refuse the approval, an email will be sent to the Q-case opener. -
CLOSURE: CLOSURE REQUESTED FROM Q-CASE RESPONSIBLE
If all team members have agreed to the closure approval, then the complete closure of the Q-case will be requested from the Q-case responsible. -
CLOSURE: REJECTED BY Q-CASE RESPONSIBLE
Here, too, the Q-case responsible can accept or reject the overall closure. If the overall closure is rejected, the system sends an e-mail to the person who opened the Q case. -
CLOSURE: ACCEPTED BY Q-CASE RESPONSIBLE
If the Q-case responsible accepts the complete closure, the system sends an e-mail to the person who opened the Q-case. -
CLOSURE: ACCEPTED BY QUALITY
If the overall closure is accepted by the Q-Case responsible, it still needs the additional approval of quality. If the closure is also accepted by quality, the system sends an email to the person who has opened the Q-Case. -
CLOSURE: REJECTED BY QUALITY
If the overall closure is rejected by quality, the system sends an email to the person who has opened the Q-Case. -
Q-CASE IMMEDIATELY CLOSED
If the option immediate closure is activated, a Q-Case can be closed by an administrator or Q-Case responsible immediately. If this option is enabled, the system sends an email to the person who has opened the quality complaint.
A Q-Case can only be immediately closed as long as there is no data entry in the immediate actions or definitive actions form
The option can be activated by clicking the respective checkbox. If you click on SAVE, then you will be informed of the selected status changes. By clicking CANCEL the window can be closed without any changes. By clicking DELETE all selected options will be reset.
The Option: DO NOT SHOW MY NAME
If this option is selected, the name of the requestor will be replaced by five stars in the system, i.e. the Q-Case is opened anonymously. The automatic sending of mails in the background still works.
The Option: ADD MY NAME TO TEAM LIST
At the opening of a quality complaint the creator can be specify with this option that he / she is added automatically as team member of Q-Case team. This option is associated with the option ASSIGN ME AS Q-CASE LEADER. You can only select the one or the other option - either you can have the role of Q-Case leader or as a team member.
The option: CUSTOMER REPORT REQUIRED
Should a quality complaint be opened due to a complaint of a customer, it can be specified with this option is that the final closure a customer report has to be provided.
If this option is activated the tool asks at the closing of the Q-case if a report was supplied - proof this was done is not requested
The option: ASSIGN ME AS Q-CASE LEADER
At the opening of a quality complaint the requestor can specify with this option that they will automatically be assigned as Q-Case leader. This option is linked to the option ADD MY NAME TO THE TEAM LIST, it can only be the one or the other option be selected.
The option: INFORM ME ABOUT Q-CASE CLOSURE
If this option is enabled, the system sends an email to the person who has opened the quality complaint that the Q-Case is finally closed.
Some of the options are marked by a icon. These are common options that are selected in most cases. Clicking on the -icon, all “typical” options will be selected.
It may also be that some options are not available - depending on the configuration. For example, if the Mailing option is disabled, all options that require an automatic email from the system are hidden. Two examples of possible options are shown in the following figure.
