1. Define the Problem
1.1. 1.0 Review complaint
1.1.1. 1. 7 Tasks Listed
1.1.2. 2. Evidence from Customer
1.1.3. 3. Production Records
1.1.4. 4. IP and FP Test Results
1.1.5. 5. Transport and Storage Check
1.1.6. 6. Batch Trace
1.1.6.1. Stock in transit
1.1.6.2. Stock on Hand
1.1.6.3. Likely impact to other product from same batch/campaign
1.2. 1.2 Rank Evidence File / Request Customer Samples (24-48 hours)
1.2.1. 1. Reply to Complaint Notification Email
1.2.1.1. SAP-QM
1.2.1.2. Email from CXR
1.2.1.3. Add detail for Evidence Ranking
1.2.1.3.1. State what you need if evidence is insufficient. Choose from list below
1.2.1.4. Add details for Customer Samples
1.2.1.5. Give EDD for evidence - 5 days from current date
1.2.1.6. Give EDD for customer samples - 10 days from current date
1.2.2. 2. Sufficient or Not Sufficient
1.2.2.1. Sufficient OR
1.2.2.2. Missing Multiple information
1.2.2.3. No Photos
1.2.2.4. No Samples
1.2.2.5. Wrong product details
1.2.2.6. Wrong batch numbers
1.2.2.7. Wrong unit numbers
1.2.2.8. Wrong defect
1.2.2.9. Wrong Factory
1.2.2.10. Wrong DC
1.2.2.11. Wrong Sold-to
1.2.2.12. Wrong Ship-to
1.2.2.13. Wrong Quantity
1.2.2.14. Invalid Complaint
1.2.2.15. Complaint No Longer Required
1.2.3. 3. Customer Samples
1.2.4. 4. Create Task SAP-QM
1.2.4.1. ZQM00011-0060 - Provide Evidence
1.2.4.2. Add text from email
1.3. 1.3 Review Complaint Data
1.3.1. 1. Run Defect Trend - Factory/Defect Combination /12 month
1.3.2. 2. Run Investigation Findings - identified complaints
1.3.3. 3. Retrieve Evidence Files
1.3.3.1. SAP-QM or
1.3.3.2. Document Links report
1.4. 2.0 Provide Initial Response (7 days)
1.4.1. Complete 0010 / 0020
1.4.2. Not upheld - CXT to verify with sales/customer
1.4.2.1. No further action needed complete investigation in SAP-QN 0030-0070 Enter text "Not Upheld"
1.4.2.2. DA Approval of stance
1.4.3. RCA needed - Outline the problem and what the plan is
1.4.3.1. Go-to 2.1
1.4.3.2. Complaint Investigation Summary format
1.4.3.3. DA Approval of stance
1.5. 2.1 Problem Solve Required (root cause analysis)
1.5.1. Standard Problem Solve Template
1.5.1.1. Direct thinking and actions
1.5.1.2. Ensure problem solve is robust
1.5.2. Defect Checklists
1.5.3. Samples/Testing
1.5.4. Other Product At Risk
1.5.4.1. Batch Trace findings - see 1.0.6
1.5.5. Report back to CXT ??? frequency? or could they update the Portal?
1.5.6. Corrective Actions
1.5.6.1. CAPA QN
1.5.6.1.1. Salesforce
1.5.6.1.2. SAP-QM
1.5.7. Finalise Investigation
1.5.7.1. Complaint Investigation Summary Check
1.5.7.2. Complete 0030 to 0070
1.5.7.2.1. see attached not OK
1.5.7.3. Attach supporting documentation
1.5.7.4. DA Approval of Stance