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.
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
Plan shutdown measures
Describe problem
Implement remedial measures
Define immediate measures
Prevent repetition of the error
Find the cause of error
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.
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.
