Complaint Intake
Customizable data capture:
With CASQ-it CMEA, you define exactly which information is captured during the complaint intake process.
Mandatory fields can be configured to ensure that all essential information for swift complaint handling is collected.
Complaint Handling and Root Cause Analysis
No duplicate efforts:
Each new complaint is automatically linked to similar previous cases, meaning that only one team needs to conduct the root cause analysis.
Workflow management:
CASQ-it QWM
manages complaint handling in the background using company-specific workflows, including clear instructions for employees and targeted root cause analysis with Ishikawa diagrams and the 5 Whys method.
Root cause principle:
If the issue is traced back to a supplier, a corresponding supplier complaint can be generated from the customer complaint at the click of a button.
Task Management
Process and track with ease:
With the CASQ-it TMS module for centralized task management, complaints are directly linked to the respective actions. This allows you to process and track corrective, adaptive and preventive actions with just a few clicks. Employees are notified of their tasks via email, and integrated deadline monitoring ensures that timelines are reliably met.
Documentation with effectiveness monitoring:
From simple deviations to fully integrated 8D processes with final reports compliant with IATF 16949 or VDA: CASQ-it CMEA documents all activities and actions, including effectiveness monitoring.
Analyses
Continuous improvement process:
With its graphical analysis tools, CASQ-it CMEA lays the foundation for your continuous improvement process — from complaint-independent overviews to detailed complaint-specific analyses — helping you reliably prevent defects and reduce defect costs.
Information for quality objectives:
No matter which quality goal you are pursuing, the integrated analysis tools provide the data you need. CASQ-it CMEA brings full transparency to your processes.
The quality information provided includes:
- Problem areas / defect costs
- Error / root causes and responsible parties
- High-risk customers / problematic suppliers
- Most costly defects / most expensive product groups
- Processing times
- Quality trends
- and much more
Quality KPIs
KPIs without extra effort:
CASQ-it CMEA delivers quality KPIs for negotiations with customers and suppliers. Viewed either individually or in comparison, these KPIs provide a clear and concise view of past delivery quality.
8D Report — The Industry Standard
The 8D report is a key document of the 8D methodology. In the event of a complaint, suppliers use the 8D report to inform their customers about the progress of the complaint resolution process. The report documents the process across eight disciplines, systematically identifying the root cause of the problem to prevent its recurrence in the future.
In the automotive industry, the 8D method along with the 8D report has become a standard practice and has also been widely adopted in the quality management systems of other industries, such as aerospace, medical technology and mechanical engineering.
The complaint management system documents the eight disciplines of the 8D method using the 8D report:
- D1 Establish a team to solve the problem
- D2 Describe the problem
- D3 Implement immediate actions
- D4 Conduct root cause analysis
- D5 Define corrective actions
- D6 Implement corrective actions
- D7 Prevent recurrence
- D8 Acknowledge team efforts
Our Solution in Use
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Your Point of Contact
Would you like to find out more about our digital solution for quality management?
With his many years of experience, Guido Goldammer is your ideal point of contact for all questions about this topic.