Presentation on theme: "p a p e r t i g e r s o f t w a r e on Customer and Quality Issues...Things are a lot scarier in the dark Shed light...and cut them down to size."— Presentation transcript:
p a p e r t i g e r s o f t w a r e on Customer and Quality Issues...Things are a lot scarier in the dark Shed light...and cut them down to size.
CQM and ISSUE Management The Corrective Action Tracker – CQM CQM: Customer and Quality Management S O F T W A R E L T D T I G E R P A P E R WEBSITE V20.0
P A P E R T I G E R WEBSITE C Q M 1 To move to the NEXT slide - click anywhere on the screen with your mouse cursor To move to the PREVIOUS slide - press ‘P’ twice (not operational if you are running the demo over the web) To QUIT the presentation - press the ‘ESC’ key (or the Back key if you are running demo over the web) This sign will appear at the bottom right hand corner of each slide to show when it is COMPLETE. 2 3 X X DEMONSTRATION INSTRUCTIONS
P A P E R T I G E R WEBSITE C Q M Documentation First corner stone Training Second corner stone Corrective Action Third corner stone These three corner stones form the foundation for all systems of gradual improvement. They make a solid base to build a QA, RISK, ESH or other compliance management system. Without them any system will fail. Simple but true Corner stones First corner stone: Manage with Paper Tiger Document Control Module Second corner stone: Manage with Paper Tiger Training management module Third corner stone: Manage with Paper Tiger CQM – corrective Action module or the ESH module In this slideshow we will demonstrate the Third corner stone: The Paper Tiger CQM Corrective Action Tracking Module X
P A P E R T I G E R WEBSITE C Q M CQM - THE CORRECTIVE ACTION TRACKING MODULE i ii iv Your CUSTOMERS* and FRONT LINE staff have IMMEDIATE access to the Complaint and Corrective Action reporting Screens via the Paper Tiger Front and Back Office where Complaints and Issues are entered as they happen. Data entry is SIMPLE. *Using the additional OASIS module enables Customers and staff to enter issues directly into Paper Tiger via the internet. Your MANAGEMENT and SUPERVISORS have PASSWORD PROTECTED access to information via the Back Office - where issues are managed, assigned, monitored and reviewed against deadlines. PAPER TIGER can INTERPRET, PRESENTand REPORT information to reveal progress, trends and areas of concern. iii PAPER TIGER allows you to manage information that is logged from both Internal and External sources so that you can easily identify specific problem areas - and take CORRECTIVE ACTION. X The CQM Module is designed to ensure that CAPTURE, TRACKING and REPORTING of issues and problems and the CORRECTIVE and PREVENTIVE ACTION response in your organisation is Easy, Efficient and Effective. SOME BASIC CQM PRINCIPLES The CQM and Issue Management module applies the classic Corrective and Preventive Action process to Non conforming products, Non performing suppliers, NCRs, Customer complaints and more. Almost any type of issue or problem that need to be recorded, actioned, tracked and reported on can be added to the module by the user and managed - efficiently and effectively. Customer Complaints are managed in the CQM and Issue management module but can also be managed in the more specialised Customer complaints module that comes free with the CQM module. Reporting covers both modules. CQM integrates with other Paper Tiger modules like Document control, Training management and Audits – increasing both power and usability.
P A P E R T I G E R WEBSITE C Q M THE CORRECTIVE ACTION PROCESS THE ISSUE IS CAPTURED IN THE FRONT OFFICE OR VIA THE INTERNET. IT THEN …... The person assigned to deal with the issue is prompted by Paper Tiger to act and report against a DEADLINE. Click to continue You can see at a glance what has and hasn’t been acted upon. Click to continue Action continues to be reviewed until a satisfactory resolution has been reached. ACTION is SCHEDULED and PRIORITISED...and if the solution was UNSATISFACTORY - the process is reassessed COMPLETED ACTION is recorded and the issue closed COMPLETED action is REVIEWED for effectiveness A CORRECTIVE Action request is generated and printed or ed to the assigned staff member REPORTS are generated to show PROGRESS, RESULTS and TRENDS...where it is CLASSIFIED & ASSIGNED to an EXPERIENCED staff member ACTION TAKEN is REPORTED back into the CQM system by the person assigned to the issue. Issues are monitored to ensure they don’t get stuck somewhere in the process. … ARRIVES in the Back Office X
P A P E R T I G E R WEBSITE C Q M THE Front Office Clicking one of the Complaint or Quality Management icons CAPTURE COMPLAINTS AND ISSUES will take you directly to the corresponding screen. Each Icon in the Front Office is linked to a DATA ENTRY screen. Enter details of each Issue in an uncomplicated “catchment” screen. X Or the issue may arrive via OASIS on the internet. Either way the complaint / issue is immediately available in the Back Office where the remedial process can begin.
P A P E R T I G E R WEBSITE C Q M SPECIFIC DATA ENTRY SCREENS CORRECTIVE ACTION CAN BE REQUIRED IN A RANGE OF DIFFERENT AREAS To encourage staff to record issues the Front Office screens are straightforward and easy to complete. There is a different data entry screen for each area of Quality and Issue Management - and the information collected is specific to each one. All this information can later be isolated or combined to reveal relationships or patterns. The Customer Complaints screen also registers COMPLIMENTS - so that positive feedback can be relayed to your staff. The screens shown are the standard screens - Paper Tiger software can also create custom screens to meet special requirements. Example: click to see the Product and service issues screen. Click to continue
P A P E R T I G E R WEBSITE C Q M Non-Conforming PRODUCT screen THIS SCREEN REQUESTS THE INFORMATION NECESSARY TO ADDRESS PRODUCT NON- CONFORMANCE User defined, drop-down MENUS assist your staff in identifying products etc - specific to your organisation. Once the information is collected it is sent to the Back Office where the appropriate staff member will address and prioritise it. Problems can also be captured via the internet using the Paper tiger OASIS web interface. Click to view
P A P E R T I G E R WEBSITE C Q M The OASIS interface Log issues via internet Access via your Website* or just Click the OASIS icon** on your desktop X Simple screens and drop down lists assist with speedy entry When the OASIS entry screen opens - click Go Complete recording the issue and click SAVE ** The OASIS icon can be copied to all employee desktops - and to any customers that require quick and easy access to your database. Done! Or click the Hazards / Incidents tab to record an incident. (Click the tab)
P A P E R T I G E R WEBSITE C Q M Brief overview of OASIS. OASIS is available as an optional extra to Paper Tiger X
P A P E R T I G E R WEBSITE C Q M Working in the Back Office Corrective Action Tracking : A Step by Step Guide TO ENTER THE Back Office REQUIRES AN INDIVIDUAL PASSWORD Once you have accessed the Back Office, clicking a button will take you to the relevant screen. CUSTOMER RELATIONS and QUALITY MANAGEMENT buttons are coloured blue. X Customer Complaints can be accessed in both the Customer complaints and in the CQM and Issue Management modules. All issues wether entered in the Front Office screen or if they arrived via the internet are automatically sent to the Back Office. Issues can also be entered directly into the Back Office screens.
P A P E R T I G E R WEBSITE C Q M 3 Entering & Accessing information Corrective Action Tracking : A Step by Step Guide OVERVIEW REQUEST DATA & CLASSIFICQMIONS 1 This section provides details of the issue and how it has been classified and assigned. REQUEST DESCRIPTION & ACTION TAKEN 2 This section shows details of any proposed action… as well as action being undertaken. X COMMENTS Relevant internal comments can be added without them being included in reports. 4 THE TOOLBAR Provides access to automated functions and information. Using the information contained in these screens - you are able to update the system, monitor progress, access information, classify or prioritise issues and delegate them to your staff members. A tick here will include / exclude the issue from the OASIS web reports. The screen is in three parts.
P A P E R T I G E R WEBSITE C Q M The Request Data & Classifications Screen Corrective Action Tracking : A Step by Step Guide THIS SCREEN SHOWS THE ISSUE DETAILS The TYPE of action is a key classification. Customer complaints, NCR, Non performing supplier etc You can see at a glance the TIME and PLACE the issue occurred... …,the DEADLINE and CLASSIFICATION it has been given. WHAT and WHO the issue involves... Who it is ASSIGNED to Details of the SUPPLIER are provided along with details of the CUSTOMER. Costs and Credits are tracked – in multiple currencies if need be. You can also see whether the issue has been CLOSED Each issue is assigned a unique Corrective Action Tracking identification CAT number. X
P A P E R T I G E R WEBSITE C Q M Request Description & Action Taken Screen Corrective Action Tracking : A Step by Step Guide THIS SCREEN SHOWS THE DETAILS OF THE ISSUE AND ANY ACTION TAKEN A more detailed DESCRIPTION of the issue as well as any proposed solution is recorded in this section... X and Corrective and Preventive ACTION taken is progressively entered here... For your reference - there is a brief SUMMARY of the issue at the top of the screen. A HOTLINK to related documents, photos or reports gives instant access to all associated information.
P A P E R T I G E R WEBSITE C Q M Viewing the Status of all Current Issues Corrective Action Tracking : A Step by Step Guide THE TOOLBAR These icons on the TOOLBAR gives you direct access tabulated information about current Issues in the system. Clicking on this icon will open a table that gives you a quick overview of all Issues that are currently OPEN. The table lists each issue by its internal CAT number. and how many days it has been open… You can see details of the issue... The other icons can tell you which Issues are OVERDUE, DUE FOR REVIEW And which have yet to have any ACTION TAKEN. X Double click the CAT number to open the relevant record
P A P E R T I G E R WEBSITE C Q M Creating Action requests Corrective Action Tracking : A Step by Step Guide X Clicking this icon... will format and generate an Action request, with the option of ing or printing it (Click to view). The Action request is then DISTRIBUTED to the person responsible for managing the Issue. YOU CAN CREATE AN Action request USING THE TOOLBAR The Action request form contains all information necessary to investigate the issue. Once the true cause is determined measures can be taken to correct. The Action request is then signed off and returned to the administrator. The action taken is entered in Paper Tiger, classifications are updated and if both corrective and preventive measures are in place - the issue closed. The review process will automatically retrieve the issue at a later date to review the effectiveness of the action taken.
P A P E R T I G E R WEBSITE C Q M Click this icon on the tool bar to open the CQM REPORTING SCREEN Reviewing Corrective Action Corrective Action Tracking : A Step by Step Guide Using these two icons... you can SET the timeframe for reviewing the effectiveness of Action taken... and VIEW a list of all closed Issues scheduled for review. As issues are actioned and closed Paper Tiger will retrieve them for the solutions to be reviewed for effectiveness. Review for effectiveness Click to view Review Report X
P A P E R T I G E R WEBSITE C Q M AN OVERVIEW OF THE REPORTING FUNCTION X Using the information entered by your staff - Paper Tiger can help you to see which areas of your organisation are SUCCESSFUL - and which areas can be IMPROVED. You can observe the way that TRENDS and PATTERNS evolve within your organisation - and the effect that they have on the quality of service or product that you provide. You can easily ISOLATE areas, products, suppliers etc which are causing problems and waste resources. You can REMEDY issues by taking ACTION - and by further REVIEWING your corrective action to ensure that your solutions are effective and meeting the needs of your customers and your business. i ii iii iv The CQM Reporting Function is a comprehensive and powerful tool to track, trend and review problems and issues dealt with. Reporting on Corrective Action Corrective Action Tracking : A Step by Step Guide
P A P E R T I G E R WEBSITE C Q M THE CQM REPORTING FUNCTION LINKS INTERNAL QUALITY ISSUES WITH CUSTOMER COMPLAINTS Customer Complaints and Quality Issues like NCRs are captured separately in the Front Office. In the Back Office they can all be handled within the one CQM and issue module. But for a committed complaints management team the extra functions and dedicated complaints reporting in the free customer complaints module can prove very useful. Click to continue X LINKING INTERNAL & EXTERNAL QUALITY ISSUES Both internal and external information is required to effectively analyse and diagnose problems within an organisation. Paper Tiger combines information from both sides. Thus for example problems with a specific product raised in internal NCRs and external Complaints will appear in the same report. The Customer Complaints Section is focused on external customer issues. The Issue Management Section is focused on issues within your organisation. In many organisations the practise is for for Marketing or Sales to manage external issues like Complaints and Production to handle internal issues like NCR.s or Non conforming products. In Paper Tiger they still can, but Paper Tiger will bring the issues together to present the full picture
P A P E R T I G E R WEBSITE C Q M CORRECTIVE ACTION TRACKING REPORTING There are three main report sections to choose from. Reports based on ALL (open and closed) issues that have been entered into the system. Reports based on issues that are still OPEN. Reports based on. issues that have been CLOSED REPORTING All reports are based on queries that can be customised using the drop down lists in the filter section. Using a mix of filters and wildcards literally thousands of variations can be created for each report – making it possible to drill deep and find out what the real quality issues are within your organisation. ! The report format is fixed but the content is not – this is controlled by the user. Click to continue X
P A P E R T I G E R WEBSITE C Q M SETTING REPORT CRITERIA Specifying the Information You Want Reporting : A Step by Step Guide CQM lets you specify the information in your Report, using REPORT CRITERIA or filters SELECT CRITERIA …then pick a REPORT that will give you the specific information you require from that plant/division. Use the DATE fields to specify a period of time to include in the report. If you want to view NCR and Non Conforming Product issues in a particular plant/dept - select the Types and the plant from the drop down list. Once criteria is selected all reports will be filtered to show data meeting those criteria – and nothing else. Click to continue You can also also use wildcards as criteria like * and ? In the criteria fields. And you can mix and match report criteria to suit. The default criteria is the * which equals “All”. Thus if you leave the default * criteria your reports will contain all records. X
P A P E R T I G E R WEBSITE C Q M Selecting Report Format Reporting : A Step by Step Guide REPORT FORMATS There is a selection of reports to choose from. Graphs for overviews, Text for details and export to Excel for further analysis Once criteria has been set you can select any report – they will all be based on the same criteria. TEXT REPORTS Export to an EXCEL SPREADSHEET …or GRAPHS X
P A P E R T I G E R WEBSITE C Q M EXAMPLE 1 : A Sample Report Critical customers To find out which customers have 2 or more complaints… Enter ‘2’ 1 In this case, no other. criteria are required Click the icon to view the report 3 2 If you know which customers have lodged most complaints, you know which customers are at risk of being lost. This is where this report comes into its own. Click to continue 2 Select ‘Customer complaints’ as the type of action and set the date range Use the DATE fields to specify a period of time to include in the report.
C Q M P A P E R T I G E R WEBSITE Five customers have 2 or more complaints Criteria are shown here. Birkenhead Wine Cellar have lodged 5 complaints. Moteco Int have made 6 complaints... X
P A P E R T I G E R WEBSITE C Q M EXAMPLE 2 : A Tabulated Report Critical customer issue descriptions To find out in detail about ALL of Moteco’s complaints in a TABULATED form, we drill down… Select the TYPE OF ACTION 1 Click the ‘TABULAR’ icon in the ‘ALL’ section to view the report. 3 2 Select the CUSTOMER.. from the selection screen – Click to continue
C Q M P A P E R T I G E R WEBSITE Three criteria were applied 6 complaints fit the criteria of coming from Moteco Int X as well as the Action that has been Taken (or not taken), and dates closed etc Details of each complaint are shown here,
P A P E R T I G E R WEBSITE C Q M EXAMPLE 3 : A Trend Report NCR & NCP trends To find out the TREND for ALL NCR and Non conforming product issues raised between from 1 Jan 2008 to 1 Apr 2009 simply… Enter the FROM and TO dates and select the Types as report criteria 1 Click the ‘TRENDS’ icon in the ‘ALL’ category to see the report. 2
C Q M P A P E R T I G E R WEBSITE The BLUE line shows the actual number of issues by month. The BLACK line illustrates the general TREND (logarithmic). In this case, the graph shows a long term rising trend of NCRs and Non conforming products. If the Type of action criteria had been set to Customer complaints CQM would trend complaints, if set to Non performing suppliers then that would be the trend and so on. The only filters applied were the date range and types. X
P A P E R T I G E R WEBSITE C Q M The following is an example of the process used to identify a problem product and finding out exactly what the issues are. This process can be used to pinpoint problems by product, supplier or service, by location, process or person and much more. Costs and trends are equally easy to determine.There are literally thousands of possible combinations of reports and criteria that can be used. A series of animated steps will follow to demonstrate how straight forward the process is.. Click to continue. X Identify problem areas Identifying a consistent problem product is easily done by narrowing down the criteria and selecting the relevant reports. Identify which issues are most common. Use the ‘Subtype’ graph, combined with the product code in the criteria section. This results in a graph that separates all the issues for that product into categories, i.e. taste, container leaks, under filling etc. To see a simple summary of each individual issue, select the ‘Subtype’ printed report instead of ‘subtype graph’, maintain the product code criteria as in step 3. To find the cost of remedying all the issues for this particular product, select ‘cost graph’ in the closed reports section, maintain the product code as the criteria. Identify the product with the most problems. Use the ‘Product’ graph in the ‘All’ reports section to tell which product is having most issues raised against it. To find out how well issues are managed regarding this product is also simple. To keep the information specific to the product in question, maintain the product code as the criteria, then select ‘closing trends’ in the closed reports section Example: Products
P A P E R T I G E R WEBSITE C Q M Identify the product Criteria set are date range and Types: Customer complaints, NCRs and Non conforming products are selected to make sure both external and internal issues are are checked for problem products.. Click to see the report. Step one: Product Use the ‘Product’ graph in the ‘All’ reports section Cabernet Sauvignon 12 issues has been raised against this product – making it the product with the most issues in this time period X
P A P E R T I G E R WEBSITE C Q M Ranking the issues for this product. Ranking the Issues X Use the ‘Subtype’ graph, This results in a graph that separates the issues for this product into categories, i.e. taste, under fill etc, Click to view report. combined with the product code and Types in the criteria section. The criteria set was: Date range, Product and types ‘Taste is the reason behind most of the issues (5) as well as the most costly ($34000). attributed to the Cabernet Sauvignon 2003.
P A P E R T I G E R WEBSITE C Q M Define the issues behind the graph Click to see the report TO SEE A SIMPLE SUMMARY OF THE ISSUES BEHIND THE GRAPH Use the ‘Subtype’ printed report instead of ‘subtype graph’, maintain the product code as the criteria as in the previous step. Add the TST (Taste) criteria in the subtype field. The criteria set is the product Cabernet Sauvignon, the date range, types and the subtype - TST. X Each issue is outlined briefly under the subtype. Hygiene seems to be a problem at this winery.
P A P E R T I G E R WEBSITE C Q M Click to view the result - maintain the product code and types as the criteria. …for this particular product, select the ‘Costs’ and then the “Cost trends” report report in the closed reports section Find the cost of the issue How much did these product issues cost? X
P A P E R T I G E R WEBSITE C Q M This 4 page report list the details and cost of each issue relating to this product. Are costs improving or getting worse? Click to view the cost trend report. X
P A P E R T I G E R WEBSITE C Q M X The blue line indicates the actual cost in Dollars per month. The black line is the cost trend line (log)
P A P E R T I G E R WEBSITE C Q M Select the ‘Management trends’ report in the closed reports section. Click to view report Finding out the average number of days that issues relating to Cabernet sauvignon are being closed – in relation to deadlines - is also simple. The following report is an effective indicator of how issues are being managed. Deadline vs Actual Date Closed graph X The trend line indicates that this organisation is improving their performance in meeting deadlines - at least for this product. With different criteria you can measure the whole organisations ability to meet deadlines, or departments, or individuals. The blue line indicates the monthly average actual days before or after the deadline that a problem is fixed The black line indicates the general trend (logarithmic). Deadline
P A P E R T I G E R WEBSITE C Q M In this demonstration we have tried to give you an impression of what the CQM and Issue management module is about and some ideas of what it is capable of. The module is very flexible and we are frequently surprised at what our Clients use it for. Tracking manufacturing concessions, meeting action points, toolbox action points, service requests (internal and external), invoice generation (for jobs done), requests of all kinds. In fact virtually any issue that require action, a deadline, monitoring and finally review and reporting can be managed succesfully and efficiently - and what issue doesn’t? We hope we have given you some ideas of the module’s capabilities and will be pleased to field any question you may have. X CONCLUSION
CQM and ISSUE Management The Corrective Action Tracker - CQM S O F T W A R E L T D T I G E R P A P E R WEBSITE V20.0 Y o u h a v e r e a c h e d t h e e n d o f t h i s d e m o n s t r a t i o n T H A N K Y O U F O R Y O U R T I M E If you would like to know more please contact us on the address below.