SupplyOn Problem Solver:
Handling Complaints Quickly and Transparently
Customer complaint handling is an extremely critical process, which calls for a structured and transparent approach. This is where SupplyOn Problem Solver can help. The solution is based on the 8D process, which has established itself as a structured procedure to resolve and prevent faults and errors. Problems can be eliminated efficiently and sustainably. You prevent the recurrence of errors, lower quality costs and ensure greater customer satisfaction.
The standardized 8D process comprises eight complaint-handling steps that are documented in the 8D report:
| • | 1. Establish the team | |
| • | 2. Describe the problem | |
| • | 3. Develop an interim containment action | |
| • | 4. Define and verify root cause | |
| • | 5. Choose and verify permanent corrective action | |
| • | 6. Implement and validate corrective action | |
| • | 7. Prevent recurrence | |
| • | 8. Final report |
How SupplyOn Problem Solver works: You are informed by e-mail when a customer sends a complaint. The complaint is handled online using Problem Solver where you upload all the necessary documents, and send them back to your customer. Throughout the entire process both you and your customer have the same view of documents and current processing status. All information is structured and exchanged in a way that is visible to all involved. SupplyOn Problem Solver helps by sending reminder e-mails throughout the complaints process.
| • | Handling of complaints is more transparent and structured. | |
| • | Problem Solver provides the best possible support; for instance, by means of e-mail reminders. | |
| • | Avoid repeating errors, improve quality, and profit from higher customer satisfaction. |