Select a complaint report
On the left side of the page you can select the complaint report that you want to handle. As soon as you select a complaint report, the report will be opened.
Handling a complaint report
The complaint report consists of a few tabs.
In this tab you see information about the complaint. This information has been entered by the customer, you cannot edit this information. Here you will find all sorts of information that is relevant to the complaint, such as product information, a description of the problem and the desired action to solve the problem. In addition, you will see any attachments provided by the customer at the bottom of the form.
In this tab under D2 - Isolation actions, you enter one or more actions that you will perform to solve the problem. Click on 'Add isolation action' to add an action. Describe the action you take to resolve the issue. Example: "We will deliver the 5 missing books as soon as possible." Also enter a date on which the promotion will be carried out.
Root cause analysis
Under D3 - Root cause analysis we look at the cause of the problem and how it originated. Six categories are shown at D3a - Root Cause Analysis. For each category, enter the impact this category has had on the origin of the problem (0 = no impact, 1 = low, 2 = medium, 3 = high). You can also enter a description. Example: If the books were not delivered because the stock ran out, enter a '3' in 'Material'.
For point D3b - Five Why Analysis or Root Causes, you enter 'Why?' steps . Click on 'Add why' and enter the cause of the problem. For example: The books were no longer in stock. Then you set 5 times the "Why?" ask and answer it. Example:
Why were the books not in stock?
The stock displayed on the website was not accurate.
Why was the stock on the website not accurate?
The software that updates the stock was temporarily out of order.
Why was the software out of order? etc.
Preventive and corrective actions
At step D4 - Corrective actions, enter the actions that you will perform to address the actual cause of the problem.
Next, you indicate which actions you are taking at D5 - Preventive actions to prevent this situation from occurring again.
With D6 - Verification actions you give what you do to check whether these corrective and preventing actions are actually being carried out.
Sending back the complaint report
If you have fully processed the report, you can send the report back to the customer. At the top right of the page click on 'Send results'.
Do you not see the 'Send results' button? Then check whether you have entered at least one action at D2 - Containment actions in the 'Containment actions' tab.