Customer Feedback Module

Overview

The Customer Feedback module is used to manage any Complaints, Compliments or Enquiries from customers. The module allows you to assess the risk associated with the feedback and implement a set of actions to manage the event.

An out-of-the-box workflow of a Customer Feedback consists of these steps:

Draft
Review
Closed

Customer Feedback Form Sections

Basic Details Section

Fields	Field Explanation
Number	Automatically generated with the following format: CF-XXXXX where XXXXX is the next sequential number
Customer	Allow selection from all available Customer Profiles in the system (MASTER module)
Contact	For a selected Customer, this field shall display all Contacts under that customer.
Feedback Received By	Allow selection from all available users in the system. This field is set as the current user by default.
CREATE CUSTOMER	If a Customer is not in the list, then a new customer can be created by clicking the 'Create Customer' button. When clicked, a new Customer profile is created in a new dialog.
Feedback Type	Allow selection from ‘Complaint’, ‘Compliment’, ’Enquiry’ and ‘Other’
Date Received	Allow selection from a calendar. Set to current date by default.
Due Date	Allow selection from a calendar.
Subject	Allow free text entry.
Attachment	Allow user to attach a file.

Product information Section

Fields	Field Explanation

Product Lookup	Shall allow selection from a list of Products in the system. When a Product is selected then the Product Number and Name of the Product shall be automatically filled into the Name and Product Number fields.
Product Number	Allow free text entry.
Name	Allow free text entry.
Order #	Allow free text entry.
Quantity	Allow free text entry.

Initial Response Section

Fields	Field Explanation
Response Sent By	Allow selection from all users in the system.
Date	Allow selection from a calendar.
SEND EMAIL	When clicked creates a new mail in a dialog. The new mail dialog shall have the External Email Addresses set with the Contact’s email address and the Subject and Body set with the wording from the Customer Feedback Response Mail Template
Response Details	Allow free text entry.
Attachment	Allow user to attach a file.

Communication Log Section/Communication Detail Dialog

Fields	Field Explanation
CREATE ENTRY	When clicked creates a new communication log record in a dialog. The dialog shall have the following fields:
Type	Allow selection from ‘Inbound’, ‘Other’ and ‘Outbound’
Details	Allow free text entry.
Attachment	Allow user to attach a file.

Assessment Section

Fields	Field Explanation
Assess Risk?	Shall allow user to set whether Risk Assessment is required or not
ASSESS RISK	When clicked, a risk assessment dialog shall appear to allow conducting risk assessment.
Current Risk Rating	Displays the highest risk assessment from all recorded risks.
Indicator	Displays the indicator (colour) of the highest risk assessment from all recorded risks
CAPA Required?	Allow selection from 'Yes' or 'No'
CREATE CAPA	Displayed if 'CAPA Required?' field is set to 'Yes' When clicked, a CAPA dialog shall appear to allow a new CAPA to be started.
Product Returned	Allow user to specify whether the product is returned or not.
Date Received	Allow selection from a calendar. Visible if 'Product Returned' field is checked.

Feedback Closeout Section

Fields	Field Explanation
Action Required?	Allow selection from No Action Required, Other, Refund Customer and Send Replacement.
CREATE ACTION	When clicked, an action dialog shall appear to allow you to create a new action.
Date All Actions Completed	Allow selection from a calendar.
Conclusion/Additional Details	Allow free text entry.
Attachment	Allow user to attach a file.
Calculate Residual Risk	Allow user to specify whether risk assessment should be conducted for residual risk.
ASSESS RISK	When clicked, a Risk Assessment dialog shall appear to allow conducting Risk Assessment.
Residual Risk Rating	Displays the highest risk assessment from all recorded risks
Indicator	Displays the indicator (colour) of the highest risk assessment from all recorded risks