Customer Feedback

CIS integrates Customer Feedback (CF), Nonconformity (NCR), Corrective Action (CAR ) Near Miss Event Reporting (NM), with each other and with Work Order (WO) and Inspection Modules. The TOTAL integration of these modules provides for complete audit traceability and ease of use. It enables a user to input a customer feedback (complaint) and decide to immediately create and issue a corrective action and/or work order to ensure disposition and follow-up is completed. The links between the records are automatic and instantaneous. Each record is linked to all applicable records such as a CF linked with the associated CAR and Work Order to simplify access to information and traceability.

· Create Customer Feedback/Complaint event report (CF) directly for internal processes, suppliers or vendors;

· Create CF auto-linked to other modules such as inspection or process step (within job management module). These auto-linked CFs are created from within the other module such as inspection failure;

· Tracks cost of CF to manage corrective actions and quality objectives;

· Categories, criteria, locations, product codes and inspection status are selectable fields that can be customized by the administrator to meet the needs of the company;

· Disposition, verifications follow-up and approvals update throughout the process;

· Create an auto-linked Corrective Action from within the CF;

· Create an auto-linked work order from within the CF;

· Links back and forth from applicable modules for auditing and complete lifecycle information;

· CF information sent to interested management personnel by CIS e-mail;

· Customer or supplier can have access on-line to view, edit or add information to the CF module. Note: The customer or supplier may only view their own related information and no other customers or supplier’s information and access levels and permissions are determined by the administrator of CIS (secure and safe);

· Complete search engine to find records or groups of records by criterions selected or by key search words;

· View records in column format (spreadsheet) or condensed summary format;

· View information on-line from any computer or hand-held device connected to the internet (secured access);

· Upload multiple files, movies or pictures to CF record (no limits);

· Customer Feedback graphs and spreadsheets can be displayed, printed or downloaded into a .csv file. The reports may be presented by a from-to-date as follows:

o CF dollars per month by selected criterion and by selected customer;

o CF dollars per month by selected location (department, process or building);

o CF occurrences per month by selected criterion and by selected customer;

o CF occurrences per month by location;

o CF occurrences per month by customer;

o CF occurrences per month total and compared with total customer feedback, near misses and corrective action;

o CF dollars per month total and compared with total customer feedback, near misses and corrective action;

o CF management report summary by selected customer(s);

o CF record report;

o CF late action report;

o CF actions reported on responsible manager’s home page.

· CF 3-Months Average Dollars Performance Indicator gage included on each manager’s home page;