Global complaint management creates a common basis for discussion

As part of its global complaints management, an automotive supplier communicates intensively with suppliers without granting them direct access to its quality management software. Communication is largely automated, quality-oriented and legally compliant with the help of digital checklists. The content flows directly into the CAQ system.

In the automotive industry, the quality of the end product depends crucially on the quality of the supplier parts. However, in a world where supply chains span several continents and companies do not even know many of their sub-suppliers, transparent and consistent complaints processes are difficult to implement. Among other things, restrictions with regard to the company’s own IT infrastructure prevent the direct integration of suppliers.

Complaints process complex and error-prone

Obtaining feedback in the complaints process therefore involves a great deal of effort, and the information has to be entered into the system manually. This takes time and effort, is error-prone and sometimes causes quality managers to make the wrong decisions because things are misunderstood or not interpreted in the right way. Problems reach those responsible too late to be able to react appropriately. The recording of complaints is often tied to a particular location.

CAQ system + digital checklists

The combination of CAQ system and digital checklists supports a different, promising approach: If a part is faulty, the supplier must be informed. This is done by creating a new complaint case (ticket) in the CAQ system. In order to communicate with the supplier, the system automatically sends him a web-based checklist form containing the most important case-related questions. The supplier opens the link and can now answer the query directly.

Unlike in the past, he no longer receives a standard form that he has to print out, fill in and scan again; instead, all communication takes place via the digital checklists. The supplier is thus given a certain procedure to follow through catalogs and mandatory fields. In addition, different displays are possible depending on the context and workflow. For example, the system allows the complaints process to consist of several sub-steps.

Companies and suppliers benefit equally

By integrating web-based, digital checklists into an existing quality and complaints management system, it is possible to map the global complaints processes of automotive manufacturers or other industrial companies using IT technology and to integrate all (sub)suppliers in a paperless, transparent and, above all, audit-proof manner. This means that no additional infrastructure is required on either the customer or supplier side. The (sub)suppliers also benefit from the checklist-based complaints management. They can rely on a standardized complaints process. The system can also be used for internal processes, such as supplier support.

Data flows in both directions

The extended quality and complaint management system is easy to use and scalable, offers case-by-case notification functions and can be used on stationary and mobile devices. Data is recorded independently of the CAQ client, from any location and at any time – both inside and outside production or the company premises. Employees use the corresponding app on their mobile devices via a browser (smart phones, tablets, etc.). Entries can also be made offline. As soon as the mobile device is online again, automatic synchronization takes place in both directions.

Features of our solution:

  • Online and offline complaint recording via browser or app
  • Mobile data collection directly on site with “Checkware 4” for IOS, Android or Windows
  • Supports current HTML 5 browsers (Chrome, Firefox, Edge and co)
  • Easy to configure checklists in the drag & drop designer tool
  • Master data management is centralized in the CAQ system
  • Notifications via email, SMS, smartwatch

The quality solution for you

The QDA solution supports integrated and automated supplier complaints, dynamic sampling plans and skip lot procedures. Companies also use it to generate automated 8D and PPM reports and analyses. Integration into the ERP enables individual supplier evaluation, which can be used in the purchasing process. The bottom line is that companies develop their own supply chain in a constructive and structured way.

Get in touch!

Would you like to know more about our solutions? Then please write me using the contact form. I will get back to you as soon as possible.

Christoph Schiffer
Sales Team Germanedge

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