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Complaint Handling With Quality Notifications Cohesion[1]

Complaint Handling With Quality Notifications Cohesion[1]

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Complaint Management

with Quality Management within SAP ERP

Application Solution Management Manufacturing – QM, SAP AG Update - Cohesion, Inc.

Executive Summary and Value Proposition: Complaint Management with SAP
SAP offers a generic complaint management solution for all industries. It can be adapted to industry-specific needs, e.g. to meet regulatory compliance. Quality Notifications in SAP ERP are one key element to handle quality-related complaints of all kinds (internal, supplier, customer). Complaint management is a very complex process, handled individually by every customer. Resolving complaints usually requires access to data from multiple sources and application areas. Therefore, quality notifications… are seamlessly integrated into SAP ERP are flexible and adaptive are service-enabled can be triggered in many ways can be evaluated with SAP NetWeaver Business Intelligence

© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 2

Agenda

1. Business Processes
1.1. General Process Overview 1.2. Complaint Management in the Process Industry 1.3. Complaint Management in the Discrete Industry

2. SAP Solution
2.1. Quality Notification with SAP ERP 2.2. Web-based Notifications 2.3. Reporting

3. Summary
3.1. Key Take-Aways 3.2 . Reference Activities 3.3. Outlook

© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 3

Complaint Management along the Supply Chain

Procurement

Production

Sales

Service

Complaint against vendor

Notification: Defect/Damage

Customer Complaint

Internal Problem Message

© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 4

Complaint Management – Business Process Overview Role # 1 Local Call Center Rep Role # 2 – Safety Officer Role # 3 – Investigator(s) 1a Complaint Capture pull 2 Case Mgmt a Processing b Monitoring 3 Investigation Customer loop 4c Closure 4a Case Resolution 4b Fulfillment 5 CAPA Processing Quality loop LOCAL OFFICE CENTRAL OFFICE Role # 4 Management Level © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 5 6 Reporting & Trend Analysis .

2. Reporting 3. Complaint Management in the Discrete Industry 2.3. Business Processes 1. Outlook © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 6 . SAP Solution 2. Web-based Notifications 2. Quality Notification with SAP ERP 2.3. General Process Overview 1.Agenda 1.1. Reference Activities 3. Complaint Management in the Process Industry 1. Summary 3.1.2 . Key Take-Aways 3.2.1.3.

In life sciences. customer complaints are an important indicator for product quality and potential compliance issues. and Reporting Complaint Resolution & Closure CAPA Investigation Complaint Management Team © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 7 . manufacturers are required to: Adequately investigate all customer complaints Maintain records about the complaint and the investigation Make data are accessible during inspections and audits Complaint Submission Complaint Capture Complaint Management Trending. Analytics.What is Complaint Management – Process Industries In all regulatory environments.

Complaint Management Process in Detail Complaint / Inquiry Capture Contact Management Capture complaint / Inquiry Complaint Triage (Classification) Attribute analysis Search related complaints Complaint / Management Evaluation Complaint Resolution & Closure Review completed task for correction / approval Resolution Letter generation and Complaint Closure Fulfillment Audit log & records maintenance Trending. Analysis & Closure Global visibility Proactive monitoring and trending Analysis reporting and tracking Early warning and alerts. batches. inspection lots. complaints against vendors) Access to multiple data from the ERP system.g. e. due date tracking Management review & approval Evaluate risk-impact analysis Assignment and routing Complaint tracking Detailed Evaluation Task routing Touch-Points to CAPA and LIMS as required Approvals & audit log compliance to 21 CFR Part 11 Use of Standard libraries The process can be applied to internal problems (deviations during the production process) as well as external problems (customer complaints. are required during the investigation All steps of the process must be documented © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 8 . production orders.

Quality Notification with SAP ERP 2. Complaint Management in the Process Industry 1. Web-based Notifications 2.1. General Process Overview 1. Summary 3.2 .2.3. Business Processes 1.2.Agenda 1. Reporting 3.1.3. Outlook © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 9 .3. Reference Activities 3. Complaint Management in the Discrete Industry 2. SAP Solution 2.1. Key Take-Aways 3.

Quality Loop for Continuous Improvement Closed Loop for Defects Prevention and Continuous Product.and Process Improvement Analysis / Know-How / Methods Quality Circle Preventive Actions Corrective Action (8D) 8D Report Solution DB Planning Realization Production Product APQP – Advanced Product Quality Planning FMEA – Failure Mode and Effects Analysis © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 10 .

© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 11 .8D-Methodology 8D (8 disciplines) methodology according to German VDA and QS9000 is a… Process to solve a Problem Perform specific steps in a give sequence Different business partners can be involved Standard Method Based on facts / real data To remove the root cause 8D-Report Used as activity plan To document the performed steps Exchanged between the different parties Supplier Customer Specification Delivery Defect detected Ask for 8D report Correction actions Create 8D report Approve 8D report The 8D process is a methodology that is used for internal problem handling as well as for customer complaints.

Complaint Management Using the 8D-Methodology for Discrete Industries All types of complaints can be covered by the 8D-Methodology Customer Complaint Internal Problems Complaint against vendor Customer Brand Owner Complaint against Vendor Clarify Reliability Business Partners Customer Complaint Market Units Claims Department Internal Problems Return Products Manufacturer Rework Forwarder Advantages of the 8D-Methodology Systematical problem description Cause Analysis Limitation via Immediate Action Elimination via Corrective Action Exclusion via Preventive Action © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 12 .

Improvement Process in Detail Notification Complaint against vendor Update of FMEA & Control Plan if required Notification Customer Complaint Production Failure Internal Problems Execute Action & Control Analysis of Problem Find Solution Define Action Analysis Failure & Causes Usage of SAP Solution DB © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 13 Find similar notifications 8D Analyses .

Complaint Management in the Discrete Industry 2.2.3. Reporting 3.2 . Business Processes 1. Key Take-Aways 3.2.3. Summary 3. Web-based Notifications 2. SAP Solution 2.3. Outlook © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 14 . Reference Activities 3. Quality Notification with SAP ERP 2.1. General Process Overview 1. Complaint Management in the Process Industry 1.1.1.Agenda 1.

Using Quality Notifications with SAP ERP for Complaint Management Problem & Complaint Management Workflow Classification Quality-related costs Follow-up actions Solution Database Status Management Use of Catalogs Corrective & Preventive Action Quality Analytics Predefined queries and key figures in SAP BI Evaluation cockpit for Ad hoc reporting Supplier evaluation © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 15 2007 Page 15 .

Structure of a Quality Notification Quality Notification Header Partner Tasks Activities Defect Item Activities Tasks Causes © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 16 .

Process Flow of problem processing with Quality Notifications Create Notification Perform immediate tasks SAP Workflow SAP Workflow SAP Workflow SAP Workflow Quality Notification Process Notification Record activities Problem or defect analysis Perform tasks Complete Notification © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 17 .

Elements of the Quality Notification Status Management Workflow Evaluations Document Management Service (DMS) Controlling Quality Notification Nonconformity Costs Change Records Action Log QM Costs Classification System Archive Link © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 18 .

Problem Processing with Quality Notifications SAP provides standard examples for activities for distinct notification types. The activities can be enhanced by the customer via customizing SAP Workflow SAP Workflow Follow Up Actions Follow Up Actions © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 19 .

Corrective and Preventive Action (CAPA) – Processing Follow-Up actions can be defined for a notification Progress of these actions can be tracked © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 20 .

a general notification can be created The notification type can be changed afterwards Different views are available on the notification or task © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 21 .Creating a General Notification If the type of problem is not clear right from the beginning.

Customizing Settings for Quality Notifications Follow-up actions for tasks Notification types & parameters Status Profile Partners Action box/follow-up functions Priorities & priority types Catalogs/catalog profiles Response time monitoring Settings for Digital Signature Defects recording/ classification Field selection List definition Print control © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 22 .

It is possible to provide them with status change and when performing distinct activities at header or task level. EhP3) Business Goal When processing a notification within SAP ERP.0.Digital Signature for Quality Notifications (New with SAP ERP 6. Solution New customizing functions for notifications New functions during notification processing © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 23 . Also signature strategies are allowed. digital signatures are required for distinct steps.

Closed Loop Inspection Planning – An Integrated Continuous Improvement Process within SAP ERP Specification FMEA (Product/Process) Defects Characteristics Available with SAP ERP 6.0 EhP3 Defects Characteristics Zero Defect Production Inspection Plan Characteristics Defects Characteristics © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 24 .0 EhP3 Complaints (8D-Method) Characteristics Defects Characteristics CAD Control Plan Quality Notification SPC Defects Characteristics Stamping Available with SAP ERP 6.

Outlook © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 25 . Web-based Notifications 2.2. General Process Overview 1.3.2. Key Take-Aways 3. Summary 3. Quality Notification with SAP ERP 2. Complaint Management in the Discrete Industry 2. Reference Activities 3.1.3.1. Reporting 3. Complaint Management in the Process Industry 1.Agenda 1.3.1. Business Processes 1. SAP Solution 2.2 .

Web-based Quality Notifications SAP offers multiple ways to trigger a quality notification through Enterprise Services. SAP Portal. SAP xMII and Web-Services (ITS) Quality Notification Creator of Notification ITS I xM I Dispatcher Complete Task Analysis Notification Processor SAP Workflow SAP Workflow Task Notification Processing ITS = Internet Transaction Server xMII = xApp for Manufacturing Integration & Intelligence Creation of a notification using web-based templates by different sources Dispatcher is informed by worklist or workflow and processes notification Processor is informed by workflow and completes tasks and/or notification © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 26 .

com/wiki/x/kww © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 27 .Creating a Web-Interface for Notifications using Enterprise Services Enterprise Services for Quality Notifications are available with the ES bundle “Integration of Quality Management Systems (IQM)” https://wiki.sap.sdn.

Triggering Quality Notifications from SAP Portal (Role “Quality Inspector”) A quality inspector can create a quality notification from SAP NetWeaver Portal using a service included in the role “Quality Inspector” © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 28 .

sap.sdn.Triggering Quality Notifications from SAP xMII Example is available as part of the QM productivity pack for SAP xMII Download via https://www.com/irj/sdn/downloads -> Templates for Manufacturing 1 2 3 © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 29 .

Reporting 3. Reference Activities 3.2. Summary 3.1.1. Outlook © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 30 . Key Take-Aways 3.2 .Agenda 1.3.3.3.1. Business Processes 1. SAP Solution 2. Complaint Management in the Process Industry 1.2. Quality Notification with SAP ERP 2. Complaint Management in the Discrete Industry 2. General Process Overview 1. Web-based Notifications 2.

0 EhP 3 © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 31 .Reporting on Quality Notifications in SAP ERP Reporting capabilities in SAP ERP List reports (transactions QM10 to QM19) Quality Management Info System (QMIS) QM Evaluation Cockpit (transaction QGA4) Extended search (TREX) available with SAP ERP 6.

QM Cockpit for Evaluations New Features Ad hoc evaluations of quality notifications New graphics types: Pareto Chart Scatter Plot © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 32 .

Evaluations on Quality Notifications with SAP NetWeaver Business Intelligence ERP Data Modell Notification Partner Activity Task Item Location Cause Activity Task Data Extraction Info Cube Notification Customer Sales/Distribution Assembly Q-Notification PMNotification CSNotification Info Cubes Purchasing Org Notifications Notification Items Causes Tasks Actions © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 33 Notifications Number of notifications Notifications in time Notifications outstanding Number of tasks Tasks outstanding Tasks successful Processing time Downtime Downtime counter Defective Quality external Defective Quality internal Return Quality Location/Equipment Vendor Notification Plant / Material .

Example © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 34 .Evaluations on Quality Notifications – wit SAP NetWeaver BI .

0 © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 35 .SAP Analytics – Quality of Purchased Parts Visual Composer Model for Quality Notifications Based on SAP BI content Released with SAP Analytics 1.

Business Processes 1. Reporting 3.1.1. Web-based Notifications 2.1.3.Agenda 1. Key Take-Aways 3.3. Summary 3. Complaint Management in the Discrete Industry 2. General Process Overview 1. Complaint Management in the Process Industry 1. Outlook © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 36 .2 . Quality Notification with SAP ERP 2.2.2. SAP Solution 2.3. Reference Activities 3.

quality-related costs or inspection lot data for batches/serialized parts Set up flexible reports within SAP ERP and/or SAP NetWeaver Business Intelligence Make use of enterprise services to create a flexible and easy user interface © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 37 .Key Take-Aways: Using Quality Notifications enables you to… Handle all types of problems and across all industries Define individual follow-up actions. to handle return deliveries. user-defined tab strips. e.g. and field control Benefit from direct integration into the supply chain.

3. Business Processes 1. Complaint Management in the Process Industry 1. Key Take-Aways 3. Complaint Management in the Discrete Industry 2.2 .3.1.1.2. Summary 3. Reference Activities 3. Outlook © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 38 .Agenda 1.3. Quality Notification with SAP ERP 2. Web-based Notifications 2.2. SAP Solution 2. Reporting 3. General Process Overview 1.1.

Braun Melsungen AG.Customer using Quality Notifications for Complaints Handling CHEMICALS BASF AG. Germany Roehm GmbH. Germany Briggs & Stratton Corp.. USA INDUSTRIAL COMPONENTS & MACHINERY Andreas Stihl AG & Co. Germany © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 39 . USA Continental Teves. USA SGL Carbon GmbH. Germany Clariant. Switzerland Sika Deutschland GmbH. Germany Brenntag Schweizerhall AG. Germany AUTOMOTIVE BMW Manufacturing Corp. Germany Brose Fahrzeugteile. Germany Grammer AG.V.. Germany Modine Europe GmbH. Germany HDW Howaldtswerke.. Germany Solvay Pharmaceuticals B. Germany LIFE SCIENES Merckle ratiopharm GmbH.. Germany B.

Success Stories & Reference Slides Roche Diagnostics KSM C asting s Clariant Verwaltungsgesellschaft Available IDES Scripts (internal use only) Scenario ID: 010000002990 Pharmaceuticals Incidence Reporting Life Sciences Scenario ID: 010000000535 Internal Quality Notification Life Sciences © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 40 .

Agenda 1. Web-based Notifications 2. Outlook © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 41 . Business Processes 1.2. Complaint Management in the Process Industry 1.1. Summary 3. Reference Activities 3. Key Take-Aways 3. SAP Solution 2. Quality Notification with SAP ERP 2.3.1.2 . Reporting 3.3. General Process Overview 1.2.1.3. Complaint Management in the Discrete Industry 2.

Contents may be changed without prior notice. such as batches. Improve selection screens and result lists for notificationrelated worklists (QM10-QM19). Including usage of mail distribution lists based on task responsible people. © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 42 .Planned Developments for Quality Notifications with EhP4 for SAP ERP 6. Allow display of additional information in the lists.0 Allow assignment of multiple objects. serial numbers. inspection lots or production orders in one notification Enhance usability in sending mails from within a notification and attaching documents. Allow multiple selections of partner roles. DISCLAIMER: These slides reflect current planning. and are in no way binding upon SAP.

Thank you! © SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 43 .

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