CMS - Complaint Management System

Work Flow

Complaint Management System work on manage complaint properly with management and seniors approvals

  • User punches complaint and fill defect statement assign responsibility and containment action taken
  • Find root cause and why why Analy. define prob. Process and Complete D8 than Submit for Approval
  • Controller approves the complaint and create opportunity for other plants and also create PTDB
  • Central Controller approves after that complaint monitoring start for 3 months
  • First Controller approval for three month if rejected than re-open complaint to user
  • Final approval by Central Controller if rejected than also re-open to user
  • Complaint Closed
  • If plant accept opportunity than they upload report and document for HD closure

8D Methodologies

Description

   User - Complaint 8D Completion

D0 - Complaint Header

  • On D0 user book a new complaint with some details
  • user capture all details regarding complaint from customer. and all details insert in system with defect evidence

D1 - Problem Solving Team

  • Define Problem Solving Team as per team role
  • On this step user create a team with their respective roles. Roles are predefined i.e.
    1. Problem Solving Expert : The problem solving expert is skilled in solving all types of problems. If there is ever a problem that the team cannot solve, it will help at that time.
    2. Team Leader : The team leader is to manage the team. He is skilled in getting the team working. Keeps the team together
    3. Team Member : Team member helping for solve problem
    4. Technical Experts : Technical expert provide technical issues helps

D2 - Problem Description

  • Define Problem Description : User define full description of that complaint
  • Communicate the scope of the problem that the team is working on and get the team focused.
  • Provide information relevant to the problem: data and information on what the problem is and what the problem isn’t.
  • Be the output of a process used to amplify the problem statement in terms of Where , Why and How Big (how much, how many, how often - level of pain).
  • Capture the Total Suspected Quantity i.e. WIP, FG, In-Transit, Customer Deck, Supplier End Stock Incoming Stock

D3 - Containment Action

  • Containment Action : Details about what action you have taken on this complaint
  • To take control action, the user will tell what action he will take How did he identify it When will it start when it ends What is his overall status
  • If the informed to customer , he will give details And also informed to in-house than also give details
  • User Print the Containment report after completion of containment action step

D4 - Root Cause

  • Root cause : Problem Solving Methodology (Cause & Effect Analysis or Brain Storming). User choose one methodology to identify the root cause
  • Fill All required details.
    If User choose 'Cause & Effect Analysis' methodology . then user Select Contributer i.e. Machine, Man , Material etc. and describe point then this point is simulated or not then result after all define is contributer or not
    Only is Contributer Yes goes to Identify final root cause
  • Two Type of Analysis for identify final root cause. To define Outflow and Occurrence of potetial cause. basis on potetial cause were identified on D4
    • YYA - Why Why Analysis
    • FTA - Fault Tree Analysis
  • User can revoke the complaint if there is no fault of the company

D5 - Potential Corrective Action

  • Potential Corrective Action : User describle all potential corrective action with resposiblities
  • After the root cause is final, the user will tell him what Corrective action he will take on them. And tell who is responsible for this point
    And will define a temporary date for completion
  • User view the 8D report after the completion of this point

D6 - Implement Corrective Actions

  • Implement Corrective Actions : User Implemented corrective action on those points whose occurs on D5
  • How the user will implement corrective actions.
    What kind type will be used i.e. (Poke Yoke / Detection / Visula Detection / Root Cause NoteFound), will mention them Who will be responsible
    When does implementation start or end
    Status of that point

D7 - Action To Prevent Recurrence

  • The job of a problem-solving team is not complete once the solution is implemented. Preventing recurrence is an important part of a problem’s solution. To prevent recurrence of the problem, the team must verify that the outcome of their Action Plan works and they must validate that the outcome is on-target. Verification is testing that the solution produces the desired outcome; validation is ensuring that the outcome really solves the problem.
  • If action has been taken to prevent recurrence or any type of document has been changed, then the user will tell all those changes in the summarized details write here.
  • The user select Corrective Action then Which Document need to revised should be select, give responsibilities to responsible person . what change define in Revision content , what target date ,what implemetation date , status and upload evidence

D8 - Conclusion

  • On D8, the user will tell what the conclusion of this is And what lesson did we learned. And along with any analysis study report, user can upload it.
  • And along with any analysis study report, user can upload it.

Controller

Description

   Controller - Complaint Update Status And Complaint Monitoring and Accept Identified Opportiunity

Update Status

  • Complaint has been closed by user
  • The controller will confirm whether all 8D have been filled correctly.
  • Once confirmed, the controller will approve Will close or reject on its behalf
  • After the controller is closed, it will go to the Central Quality Head (Central Controller) for approval.

View All Complaints

  • Controller view complaint from D0 to D8
  • Controller check all steps D0 to D8 one by one but can not be change or edit

View Repeated Complaints Complaints

  • Controller view repeated complaints

Complaints Effectiveness Monitoring

  • When the Central Controller closes the complaint, after that the complaint will be applicale for monitoring for 3 months.
  • The controller will update its status on that complaint every month.
  • After three months monitoring closed complaint will be open to Central Controller .
    Central Controller Will update status

Sales Return Quantity Details

  • Controller can view sales return Quantity
    Will approve them

View Opportunities

  • Controller can view Opportunity of his plant
  • Controller can see the Opportunity of his plant, after which he will accept or reject them.
  • If he accept it, then he will give one person his responsbility and tentative date along with Remarks.
  • That they can close on time this opportunity

Update Status of Identified Opportunities

  • Horizontal Deployment opportunity identified for that plant
  • Once accepted, the controller will update its status on it. What's changed
  • If there is any change in any of the document or need to revision, it will be discussion with in summarized form.

PTDB

A. Past Trouble Database

  • Controller can see the details of all the old complaints with the lessons learned.
    There are two types of PTDB
    1. 8D Format Identified by a complaint
    2 . manual entry which is entered in the direct system

B. Lesson Learned Direct Entry

  • In direct entry, user, controller and central controller, if used directly for any kind of improvement like any new development project, it can be direct entry here without having to compare 8D format entry .

Customer PPM

  • Controller Upload every month customer PPM in system than all point check and do justification
  • Controller view all Records counts
    View How many records are justified
    And how many pending for justification

Customer Rating

  • Every Month customers give rating to MAHLE for some specified parameters
  • The controller enters all those ratings into the system
  • After that the admin sets the target of all the customer, if inside that target then the green will be visible otherwise Will visible red in rating Display Screen

Central Controller

Description

Reports

Description

   Reports

Company Complaints Status Report

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019

Plant Wise Complaints Status Report

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019

Customer Wise Complaints Status Report

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019

Product Segment Wise Complaints Status Report

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019
All Product Segment

Defect Wise Complaints (Pie) Report

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019

Type Wise Complaints Status Report

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019

Customer Complaint Lead Time Status report

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019

Complaint Warranty Information Analysis

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019

HD Status Report (Company)

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019

SAP PPM Report

Quality Performance 2019
Customer Quality : Complaints (YYAN)
Last Updated On : 07/Nov/2019