Complaint Management / CAPA
The software REM.Net provides invaluable support throughout your every-day complaint-workflow. Use 8D reports, Ishikawa diagrams, the 5-Why method, and many other functions during and after the processing of complaints in your company. REM.Net accompanies you all the way from the receipt of a complaint via its initial processing to customer-response, analysis, cost-control, and escalation management.
- Complaint and service management in accordance with ISO 9001, ISO 9100, ISO 13485, IATF 16949, VDA, and IFS
- Customer, supplier, and internal complaints with freely definable detail specification
- Ishikawa Diagrams and 5-Why Method for root cause analysis
- Stringent implementation of CAPA-actions
- MyCAQ.Net web-portal for exchanging complaints with suppliers
- Inclusion of digital photos, scans, videos, or OLE-objects
- Automated cost functions for an unlimited number of freely definable keys of payment
- Escalation management for status, action, and maturity follow-ups including definition of target/actual dates and responsibilities
- Fully integrated 8D-Reports
- Short and long term evaluations including sophisticated evaluation planning functions
- Definition of any number of failure details, including corrective and containment actions Integrated evaluation planning with statistical and analytical tools and graphics
Complaint and Service Management
Complaints are generally rather unpleasant matters. For reasons that are initially unclear, a customer is unhappy with a delivered product or performed service and complains. But what does a complaint really mean if you see it as an opportunity? If efficiently analyzed and evaluated, root causes actually constitute an enormous potential for improvement – with regard to technical and process aspects as well as cost controlling factors. REM.Net enables you to turn complaints into opportunities. Use the highly-refined analytical tools, cost management functions, and methods for root cause analysis in the software in order to comprehensively screen complaints and be able to react immediately.
Monitoring and Analysis from Beginning to End
You cannot stop mistakes from happening if you cannot identify and eliminate their root causes. Use REM.Net to efficiently and systematically analyze mistakes and process violations in order to detect their causes and triggers. Identify the hidden causes of complaints and uncover potential for improvement by analyzing error concentration patterns or weak points in production. The software provides consistent support during the entire complaint management workflow. It accompanies you from the initial entry of the service request all the way to its completion and systematically yields invaluable information throughout every processing step. Thanks to its user-friendly assistants, you will always receive hands-on support by the program and will never be left alone throughout the complaint management process. From comprehensive action management to customer service functions: REM.Net offers you everything that constitutes a modern CRM-solution.
The 8D-report is one of the most important document types applied in complaint management. It is used for exchanging complaint-related information between customers and suppliers in order to solve underlying problems. The eight ‘Ds‘ hereby stand for the individual process steps taken during the processing of a complaint. Although it originally comprised eight stages, or ‘disciplines‘, it was later augmented by an initial planning stage. These include Plan (D0), Use a Team (D1), Define and Describe the Problem (D2), Develop Interim Containment Plan and Implement and Verify Interim Actions (D3), Determine, Identify, and Verify Root Causes and Escape Points (D4), Choose and Verify Permanent Corrections (PCs) for Problem/Non Conformity (D5), Implement and Validate Corrective Actions (D6), Take Preventive Measures (D7), and Congratulate Your Team (D8).
REM.Net accompanies you throughout the entire process and ensures that you don’t miss any important details. Use the integrated, cross-modular 8D-Reports in order to conduct effective evaluations and analyses of your complaint data and achieve considerable increases in product quality assurance.
Perfect Interplay with Compact.Net
The combination of the software Compact.Net and REM.Net provides you with the ideal solution for the rational and safe processing of complaints and gathering of inspection data. Let REM.Net create complaints fully automatically. If, for example, an incoming goods inspection finds a faulty product or a process violation occurs during an SPC inspection, an internal complaint is created, monitored, and processed directly via the software. All important process data is available immediately and can be fully incorporated into processes or fault descriptions. All previously conducted production and inspection orders are also available and can be easily included during the creation of a new complaint. This completes the perfect circle of technical and organizational process management.
5-Why and Ishikawa
The software REM.Net provides a variety of powerful cause and effect research methods. Experience shows, that the immediate cause of a problem itself is generally the result of a variety of further causes – and each of these result from additional causes. Hence, you need to often dig very deep until you can uncover the actual root cause of a problem. Regardless of what field of business you operate in, the detection of causes and the correct designation of influence factors are the most important steps for effectively preventing negative effects. Two of the techniques that are available in REM.Net to uncover the root causes of problems are the 5-Why method and Ishikawa diagrams. The 5-Why method, developed by Toyota, uses a simple yet effective question asking technique in order to find root causes. Repeatedly asking the question of “Why?” peels away individual causes bit by bit and eventually exposes the root cause of a problem.
The Ishikawa diagram works in a similar manner. It allows the user to consolidate all possible problem causes and interdependencies in a clearly structured fishbone diagram. The influencing variables are subdivided into primary and secondary causes, which all point towards the main problem or potential for improvement. Individual arrows in the diagram each stand for a contributing factor to a cause or improvement. Analyzing the various influence factors via the Ishikawa diagram often reveals connections that no one would have thought of initially. Use REM.Net and apply the most refined research tools that today’s quality management has to offer and efficiently shed light on the hidden causes of problems.
Manual or Automatic Creation of Complaints
REM.Net gives you access to all the information you need – right where and when you need it. No unnecessary searching, no additional queries, and no time wasted. Instead you get clarity, transparency, and unambiguity regarding your data. Our online assistants guide you through the entire data acquisition process and ensure that information is entered securely and in a consistently structured manner. It is then directly available to all users who require it. Any information regarding new occurrences can be sent by REM.Net directly as e-mail, PDF-file, or text message onto your phone. The same applies here: nothing gets lost, nothing is forgotten. This ensures consistently efficient and effective complaint and service management. REM.Net also works excellently in conjunction with the software JobControl.Net. This is a powerful and yet finely tuned tool that assists you in the completion of your actions and escalation management. Let JobControl.Net take care of the routine due-date controls for your tasks and send automatic reminders via e-mail to a previously defined group of recipients according to maturity or revision status.
CAQ Enhanced Mobility Concept
The CAQ Enhanced Mobility Concept ensures that regardless of whether you’re using a tablet PC, smartphone or desktop system, and entering data via keyboard, mouse or touchscreen: REM.Net allows you to always control and monitor your complaints on virtually all mobile devices and conduct sophisticated complaint management wherever you are. The MyCAQ.Net web-portal allows you to forward complaints you created in REM.Net to employees, customers or suppliers. The complaints can then be processed by the authorized persons on the web-portal and be returned to you immediately. All information you send via MyCAQ.Net can be securely accessed and processed on virtually all mobile or stationary computing devices. Our all-platform web application for mobile and fixed workstations is made available to our customers free-of-charge and can be operated independently. Data exchange via the VDA QDX standard (Quality Data eXchange) has also always been an integral part of the software REM.Net. This standard allows different CAQ Systems to easily exchange quality-related information with one another.
Regardless of whether you need to comply with ISO 9001, ISO 9100, IATF 16949, VDA or IFS – if you use REM.Net, you can rest assured that all applicable guidelines and regulations regarding quality management systems are fully met. It also assists you in fulfilling medical-technology standards such as ISO 13485 or those of the FDA and European Medical Device Regulation. The software incorporates cross-modular CAPA measures that accompany you along the entire product lifecycle – from advanced product quality planning to complaint management. This allows you to create and apply extensive corrective and preventive actions at all times. These actions then enable effective and systematic treatment of quality defects, errors, and disruptions in accordance with the concept of prophylactic and preventative failure and error management.
Identification of Cost Factors
Complaints are expensive. That’s a fact. Troubleshooting, replacement shipping, process improvements, corrective/preventative/shutdown actions are often a considerable cost factor on the balance sheet of any company. This is why the software provides you with freely configurable and highly flexible analytical tools for your cost controlling and reporting processes. These allow you to monitor and interpret the complaint costs in your company and create cost indicators for every point of your workflow – even fully automated and quantity or action specific if desired. The cost evaluation process is conducted by applying state-of-the-art graphical tools for statistics and analysis. This means that you are always able to present clear and succinct facts regarding all complaint-relevant cost issues.
Integration in Existing Data Structures
The software REM.Net can be directly integrated into your existing data structures. Apart from standard features such as the master data import/export, the automatic triggering of complaints via external systems or the export of complaint data including costs, it is also possible to import order data including related batch information. This means that all orders and serial/material numbers can always be precisely allocated to the appropriate complaint. These measures lead to an efficient cross-integration of the various systems and facilitate the highest possible degree of data synergy.
Cross-Departmental Complaint Management
Complaint statuses, actions, improvement options, deviations, jobs of all kind – the software REM.Net provides you with a consistent overview of status, processing level, scheduling, effectiveness, and completion degree of all unresolved activities. All our software products include cross-modular data management functions and thus facilitate a previously unheard-of level of sophisticated quality assurance across all fields of business. Whether simple lists, detailed job descriptions, or fully automated job monitoring options – a whole host of functions in CAQ.Net® ensure that no information is lost or forgotten. This means that expensive research efforts, unnecessary examinations, subsequent dealings, and uncertainties in the allocation of jobs are all a matter of the past. The clear and transparent manner in which job-management is conducted and displayed in REM.Net means that all users always have a precise overview of their direct responsibilities and tasks. This aspect reaches way beyond complaint management and includes other important areas of quality management such as inspection planning, FMEA, and overall process improvement.