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Complaints monitoring, supplier and customer complaints, Global 8D Report, Ishikawa
The module serves to control and assess non-conformities, both internal and those received from customers from the viewpoint of defects and causes, immediate corrective and preventive actions to be taken. The program fully complies with the requirements of standards ČSN ISO 9001 and IATF 16949 chap. 8.7 and uses the Ford Global 8D methodology to deal with non-conformities.
The system module designed for management, registration and evaluation of non-conformities from the viewpoint of kinds of faults and their causes, determination of corrective and preventive actions with assignment of responsibilities to individual workers and management of tasks in the control of improvement of the quality management system.
This module is designed for simplified, user friendly record entry about incurred faults in production and their transmission to modules G8D Report or Complaints. Is not separately salable. It is necessary to buy with module G8D Report or Complaints.
Module is designed for the documentation and graphical analysis of cause included for action assessment.
Basic list of nonconformities/complaints
Non-conformities may be classified as Customer-related, Internal and Supplier-related. Basic functions of the Complaints module are Record of complaint received (lodged), Determination of immediate action, Identification of defects in products included in the complaint, Analysis of the root cause of the defect, Determination of corrective actions or preventive measures, Monitoring of complaint-related costs, Costs defined by the customer or product liquidation and related to measures taken
Evaluation of inner non-conformities
The program fully complies with the requirements of standards ČSN ISO 9001, IATF 16949 chap. 8.7 and is fully compatible with the requirements of the automotive industry for dealing with non-conformities using the methodology Global 8D-Method for the problem solving procedure with the possibility of printing G8D forms.
Basic information
This module is designated for the entry of incurred faults in production process during production from a shared fault list and part from the Parts database with the possibility of adding Immediate action including amount. The created record can be printed immediately for example in form Suspended.
Module uses - Regulations
According to methodics requirement "Fishbone" or also popular diagram "Cause diagram and consequence". This methodics was described in VDA 4 or in book "Analysis of root cause" by Björn Andersen and Tom Fagerhaug
Record on non-conformity complaint
Bookmark to record information on non-conformity and appointment of the research team and also contains basic information: No. of nonconformity, Kind of nonconformity, Subject of nonconformity, Customer claiming nonconformity, Terms to receive and record and settle the nonconformity. Auxiliary module of appendix to give a detailed description of non-conformities, which can contain references to electronic documents such as: Minutes of meetings or Photo-documentation etc.
Basic list of non-conformities/Stopcards
Lists basic information on registered non-conformities, possibility of user setting of items shown in the list and possibility of retrieval according to the defined parameters.
Possibilities of setting
In setting process of records entry can be set along with the selection of which field will be required and to secure important information about the fault based on the specific requirements of the user.
Main functions
- implementation and documentation of cause analysis and
- clear saving of all documents and information about the analyse in one place
- clear saving of all documents and information about the analyse in one place
Record and monitoring of costs of the compliant non-conformity
Bookmark for monitoring of costs related to complaints caused. Classification of costs: Costs required by the customer (penalties, fines, extra work, etc., Costs to remove non-conformity (material,...) or immediate measures (travelling expenses, sorting, extra assembly work, etc. Costs of measures removing the cause of the defect. Kinds of costs may be set by the user.
Record of non-conformity Stopcard
Bookmark for the recording of information on a non-conformity and appointment of a research team. Determination of Emergency/immediate measure, Temporary measure, Record of fault/non-conformity/connection to the central numerical list. For detailed description of faults/non-conformities there is a possibility to attach an additional module of annexes
Transmission to other modules
The Fault notification module requires the installation of G8D Report or Complaints modules. Based on the setting of parameters for transmission (Number order, Type of complaint etc. created records can be transferred into other modules. In these modules further evaluation (e.g. establishing corrective action, effectiveness monitoring, fault analysis or costs evaluation) can be achieved.
Preparation for module use
Employees assesment involved in analyse
Employees are loaded from main Users database - separate module in Palstat CAQ
Database assesment of cause
Causes are defined in separate database in the Palstat Launcher using the appropriate module (Complaints, FMEA,...)
Employees are loaded from main Users database - separate module in Palstat CAQ
Database assesment of cause
Causes are defined in separate database in the Palstat Launcher using the appropriate module (Complaints, FMEA,...)
Non-conformity/complaint settlement
Bookmark to settle non-conformity using Global 8 D methodology Method for the problem solution procedure with a possibility to print G8D-Reports. Possibility of tree presentation Part-nonconformity/defects/causes/measures. The module requires specification of causes of defects found and their removal using remedial measures. Preventive measures are assigned according to Global 8D.
Determination of cause
Determining and evaluating the basic cause of the problem through comparison of all possible causes arising from the problem description, and verification of the data. Ensuring a point in the process where the problem should have been found and identifying it's point of escape and verifying that the point is correct. Ensuring isolation of this point from processes.
Process implementation
1. Creation of record, definition of consequence and other identification of solved problem 2. Main Causes assessment of solved problem (tree branch diagram for example according to Shewhart process - 6M) 3. Brainstorming all available causes and their addition to the diagram. 4. Evaluation of the severity of individual causes through points system. 5. Analyse of cause identification and assessment of most likely root cause.
Immediate response to a reported complaint
Record of the type of measure taken after the complaint has been reported, with the assignment of responsibility for the measure taken immediately. Immediate assignment of costs of the measure taken. Type of measure common numerical list with G8D module. Responsibility for the measure taken. Required term for the measure to be taken. Inclusion of the measure in further monitoring.
Evaluation of corrective and preventive actions
Corrective actions remove the basic cause of the problem, Preventive actions are taken to prevent the current problem from occurring repeatedly. Actions (remedial/preventive) have an assigned responsibility for their fulfilment and these measures are both registered and monitored from the viewpoint of deadlines.
Ishikawa diagram
Cause analysis can be viewed in Ishikawa diagram form.
Evaluation of non-conformities using PARETO analysis
Evaluation of non-conformities using a selection of criteria, this module can be connected to the Reporting module. Output can be standard or custom prints.
Designation of root cause
Designation of root causes are shown in Pareto diagram in this module.
Connection to other modules in Palstat CAQ
Using the "Attachment" function it is possible to:
- Relate modules in SW Palstat CAQ (e.g. Complaints, G8D Report, Audits, FMEA)
- Apply assessment documents with analysis (analysis reason, meeting points, support materials for analysis)
- Relate modules in SW Palstat CAQ (e.g. Complaints, G8D Report, Audits, FMEA)
- Apply assessment documents with analysis (analysis reason, meeting points, support materials for analysis)
Mobile application
Internal disagreement can be created via mobile application by inserting of Source, Image, Fault, Part number and detail description about problem. For use has to be purchased function CAQ Server.
Reporting
Function for the reporting of analyses from complaints according to the given criteria.
Graphical presentation
Analyses from complaints with a possibility to modify the reports by the user
