Complaint Management
HYDRA Complaint Management
Smooth Cooperation
Solid Complaint Management is not only an important prerequisite for a smooth cooperation between suppliers and customers. This HYDRA-CAQ application can also be used as
an intra-company tool for process optimization.
When dealing with complaints and failures, relevant tasks need to be assigned and forwarded specifically and systematically. HYDRA assists you in managing and controlling
internal and external complaints. Measures, deadlines and responsibilities are defined for easier detection and subsequent correction in the cases of failure. HYDRA Escalation
Management automatically informs the person responsible for a certain measure in a timely manner and in the appropriate form by email or SMS.
Master Data and Basic Functions
In addition to the maintenance functions that allow users to create and edit general master data (e.g. items, companies, failures, measures, cost types, responsible parties, staff,
etc.), HYDRA Complaint Management (REK) provides enhanced options, for example, to differentiate between complaint types. The given information is structured by splitting
it into general complaint data (complaint header) and details on the item complained about (complaint detail). Consequently, it is possible to enter several different complaint details
for one complaint. If, for example, different serial numbers pertaining to the same article, which is the subject of the complaint, are recorded, a detailed analysis may be performed
for each of these serial numbers.
Action Management
Actions may be taken any time during the entire production process. When recording complaints, the user assigns different action types, such as immediate or long-term measures
or remedial action, as a part of an active action management.
HYDRA allows the user to assign several complaint statuses, such as “recorded”,
“in process” or “completed”, which ensures a target-oriented complaint tracking process. Complaints are also categorized by assigning result classifications, such as “justified” (accepted), “unjustified” (rejected), “courtesy”, “warranty” or similar designations. Additionally, each measure can be assigned a status (e.g. open, reviewed, in process, completed). This functionality, combined with the classification of different action types, enables a sophisticated processing of complaints.
To better trace actions, they may be assigned special attributes, such as dates, degree of fulfillment, efficiency and responsibilities (parties responsible).
Input of Costs
In addition to performing failure analyses and taking measures, it is also possible to evaluate complaints from a monetary and / or economic point of view. Therefore, costs incurred (e.g. scrapping, rework, costs for complaint processing and failure analyses or additional transport costs) need to be assigned to the relevant complaints.
Monitoring and Analyses
As a general rule, three evaluation types are relevant for complaint management: failures, complaints and costs.
Complaint evaluations in the form of tables or graphics
The “Main Failure Analysis“ is also available as a pivot report in Complaint Management just as it is the case for the modules “Incoming Goods Inspection” and “In-Production
Inspection.” The filter and display options have been designed especially for the evaluation of complaints. Multidimensional display options are also provided, based on failure categories and complaining customers.
Multidimensional complaint analysis
Extensive pivot reports may be used to perform relevant analyses subject to the required tasks. For example, the below cost analysis shows the total complaint costs incurred for each customer.
Evaluation of complaint costs in the form of tables or graphic illustrations
8D Report and Reporting System
As is the case for other CAQ modules, Microsoft Word is used for reporting within Complaint Management. Integrated standard forms allow for the generation of 8D reports. Users
who have purchased the relevant licenses and participated in appropriate training can define forms on their own. Con - sequently, they are able to meet their customers’ requirements
with regard to content and design of forms.
Workflow Management
Workflows provides many benefits, especially for such fields of application as Complaint Management, which is characterized by structured processes. Tasks and decisions
are arranged graphically to clearly map respective processes. Workflow graphics can be created intuitively and the resulting graphics provide a quick overview of the current
situation. Consequently, users can recognize at a glance where the process is currently and which action or decision is required next or has been completed last. Workflow
graphics also allow users to create individual HYDRA input screens.
Different types of workflow graphics may be defined depending on the complaint type. The appropriate workflow is initiated automatically once a complaint has been created in
HYDRA. Completed steps are saved in the workflow management and automatically activate the next step. Required next steps are initiated automatically based on predefined
specifications. Consequently, the user is navigated through the workflow process based on the relevant events. Workflow history provides current information about which process
step has been performed by which employee and when it was executed. Workflows become a flexible and powerful tool when combined with HYDRA Escalation Management. As an example, tasks can be forwarded automatically to responsible employees and relevant escalations are triggered if deadlines are missed.
Graphic display of workflow history – all important data at a glance