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The app for a more efficient complaint process with Q.wiki

 

The complaints process is a central element of any QM system: Over 80% of the middle management spend more than 30 minutes a week in meetings on claim management (McKinsey&Company, RWTH Aachen University, WZL: 2018). Despite its great importance for the entire company, it is often carried out and controlled using simple onboard tools such as e-mail, Word or Excel forms. This is astonishing, since there is hardly a business process in which more departments are involved - the risk of frictional losses and errors in collaboration is correspondingly high. Many companies shy away from implementing a supporting CAQ-system with professional complaint management: the costs are too high, the gap between the theoretical complaint processes in the CAQ-system and the current business practice is too wide, and an adjustment is too costly. As an affordable alternative, we developed a lightweight application for professional complaint management.

 

App for complaint management with the management software Q.wiki: report claim, define corrective actions, monitor claims

 

The complaints app in Q.wiki links the thoughts of a 4D or 8D report with the professional management of claims. The complaint process includes both standardized process-like and flexible project-like components: The process-like elements can be controlled excellently via the forms and workflows, while the project-like activities can be controlled cleanly with the embedded task management. From simple complaints to complex problems, from individual measures to comprehensive control – the complaint app makes both possible. Modeling, execution and task management of the complaint process take place in only one tool.

 

 

 

The eight steps of the 8D report

 

Assemble a team for problem solving

Complaint management according to 8D report in Q.wiki: Assemble team

Complaint management according to 8D report in Q.wiki: Plan corrective actions

Plan shutdown measures

 

Describe problem

Complaint management according to 8D report in Q.wiki: Describe problem

Complaint management according to 8D report in Q.wiki: Implement corrective actions

Implement remedial measures

 

Define immediate measures

Complaint management according to 8D report in Q.wiki: Define immediate measures

Complaint management according to 8D report in Q.wiki: Prevent repetition of the error

Prevent repetition of the error

 

Find the cause of error

Complaint management according to 8D report in Q.wiki: Find cause of error

Complaint management according to 8D report in Q.wiki: Recognize team performance

Acknowledge team performance

 

 

 


 

More than 4D and 8D: complaint management with Q.wiki

 

Overview of all complaints

Overviews contain all the information of a 4D or 8D report. For full transparency, the overview of all complaints can be filtered according to any factor, such as the financial impact of the damage. The current status of a complaint is clearly visible at all times.

Software for complaint management Q.wiki: gain overview of all complaints

 

 

Software for complaint management with integrated action management Q.wiki

Integrated measures management

Tasks can be created directly in the system and controlled in a fully traceable way – all addressees see their tasks on their personal page. Information flows are automatically controlled and trigger all involved persons – this goes far beyond an 8D report. All relevant documents can be attached to the process.

 

 

Integrated rights management

Every employee can record complaints in Q.wiki and view them at any time in a central location. Sensitive data and even individual blocks are protected via individual access rights.

Software for complaint management Q.wiki: define individual access rights

 

 


 

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Explore compaint management for yourself!

 

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