Custmer Complaint

[former_member206980]

Hi

How can we map customer complaint in the quality notification. in our case

we do it manually like that

customer send a complaint letter to marketing, this letter is collected by quality people and based on complain they start to investigate the matter. Suppose it material defect related complaint , In thise case they find out the problem where from it has generated and how it has generated, who was the responsible.

Based on investigation result we inform to the marketing in written way so that they could convince the customer

see here there are four memeber involved one customer , sales, quality, production and extreme cases Supplier.

How could these thing be mapped in SAP so that communication pass all of them systematically

Thank in advance for your comments

[Former Member]

Hi Pankaj,

Also refer this link to create 8D report from the system.

Thanks

Vinay

[Former Member]

Hi pankaj

This is very well possible through Quality Notification.

Process steps could be,,,

1.Complaint is Received by customer.

2.One agency ( may be quality ) will create a notification immediatly.

3.Quality will Analyse complaints.Feed the Cause for the same.

4.Quality will assigne task to involved sales, quality, production and Supplier

send mail through SAP only for the same.

5.After assigning tasks carry out corrective & prevetive action for the same.Enter CAPA in SAP only by respective Agencies only.

6.close the Notification after all tasks are complited.

for testing purpose you can use Existing / defualt customer complaint type notifcation.

I hope this will help

Regards

Sujit