How do I add a supplier complaint?

Owned by Customer Quasydoc
Last updated: Sept 22, 2021
5 min read

Create supplier complaint

Quality Assurance > Supplier Complaints

 

Description of the buttons in the form "Supplier Complaint - Reciever"

  • Go to the green colored frame "Reciever"

  • Complaint number : complaint number automatically generated when creating the complaint

  • Status : status automatically generated and depending on the stage of the complaint. The following statuses can occur:

    • New complaint : created complaint that has not yet been sent to a handler

    • To be treated: awaiting an action by the handler

    • To be validated: awaiting approval of the action taken by the QA manager

    • Commercial handling: pending a commercial action

    • Cancelled: Complaint cancelled due to a stated reason, cancellation can only be done by the determiner of the complaint

  • Date of completion : complaint completely processed

  • Reciever: this is the person who has identified the complaint.

  • Action by: person currently responsible for the progress of the action (depends on the status of the complaint)

  • Clock: fill in the date of the complaint (especially applicable when a complaint is not registered on the day of entry in Quasydoc)

  • Description short: (mandatory field) : Provide a brief description of the Supplier Complaint, this information appears in the general overview and should therefore be concise and clear

  • Description detailed : Provide a detailed description of the Supplier Complaint. Explain clearly what is wrong.

  • Supplier (Required field) : Select the supplier via the "Supplier" button . Note : Please select the supplier before you select a product! You will only get the products delivered by the supplier.

  • Product (Obligatory field) : Select via the button "Product" the product to which the complaint refers.

  • Lot number : Fill in the lot number for further traceability

  • Date of delivery : Select via the calendar the date on which the product concerned was delivered to the customer.

  • Quantity : Fill in the quantity that is the subject of the complaint. Attention : always recalculate the quantity to the sales unit, this will be filled in automatically.

  • Problem code (mandatory field) : Select via the button "Problem code" a predefined code for the problem. Go to Quality assurance > problem codes).

  • Executor: (mandatory field) : depending on the problem code a executor is selected, if you want to designate another person as executor select this via the button "Executor".

  • Critical control point : this field is automatically ticked if the selected problem code is defined as a critical control point. Attention: this happens only when the complaint has been saved or forwarded to the executor.

  • Press the "Executor" button to forward the complaint or the "Save" button if you still want to add or change data before sending it to the executor.

Investigate and handle supplier complaint by the executor


Description of the buttons in the form "Supplier complaint - executor".

  • Save : Saves the entered information for further processing

  • Receiver : Sends the complaint back to the receiver after a reason has been given

  • Quality manager : Sends the complaint Quality Manager to verify the action taken / reason given

  • Add CPA : Opens the "Action" screen for corrective and preventive actions. A comprehensive corrective action can be created here immediately.

  • Add Action: Adds an action taken by the executor

  • History : gives a history of the progress of the supplier complaint

  • Cancel : stops a supplier complaint after a reason for cancellation has been given

  • Close : returns to screen "Supplier complaints" without saving

How to handle a supplier complaint ?

 

  • Go to the green colored box "Executor", this is the person who will handle the complaint.

  • Select via the button "Add action" which action you have taken.

    • If, for example, you make a report to the supplier and you expect an answer from the supplier then press the "Save" button.

    • If you have a reply from the supplier you select again via the "Add action" button "Reply from supplier".

    • Continue to take the necessary steps until the complaint has been adequately addressed for you. The progress of the actions is tracked under the heading "Action".

  • Corr. Action of supplier : (mandatory field) : Describe the action taken (preferably by the supplier) to avoid the problem in the future.

  • Remark: in this field give the details of the results found such as cause, actions taken, ...

  • Press the button "Quality Manager" to forward the complaint.

    • If you want more information or you cannot handle the complaint press the button "Reciever".

 

Verify the action taken by the Quality Manager

How to verify an action ?

  • Go to the green colored frame "QM".

  • Press the button "Effectively treated" if the complaint has been handled correctly and efficiently.

  • Press the button "Not treated effectively" if the complaint was not handled correctly. Fill in the mandatory field "Comment".

Commercial handling of the supplier complaint (= task Quality manager)


To be able to do this you need to have the role "Commercial handling of supplier complaints" as a user. (Go to "Roles" for more information).

 

  • Go to the green colored box "COMMERCIAL".... In this phase, the commercial handling is performed.

  • Determine here in which way the contact with the supplier took place (not applicable is also an option here).

  • Also select whether a credit note is applicable and the date of the contact.

  • Once everything is filled in click on the button "COMPLETED".

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