Handling customer complaints requires a structured and transparent approach. The SAP Supplier Problem-Solving application allows customers to interact in problem solving processes in collaboration with external suppliers using the 8D methodology and its predefined process steps to eliminate problems.
Stakeholders are kept informed of the processing status of each 8D step as well as on any missed deadlines until the problem is resolved, and corrective and preventive actions successfully implemented. This provides a high level of process security and systematic processing.
In order to successfully solve a problem, it is important to identify all root cause elements. If one thing is overlooked, despite your efforts to improve it, the problem may arise again in the future. There are several tools you can use to determine the real cause of a problem including the 5 Whys.
Whenever a complaint is triggered or changed, an email with a direct link to the complaint is sent to the supplier, allowing suppliers to quickly respond using the 8D process steps provided.
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Metric definition: Sold in blocks of 100 items. Items are document lines stored in the Cloud Service, measured as total number of active and passive 8D stored in the Cloud Service as follows:
- Active 8D: One (1) active 8D is measured as one (1) item. An 8D is considered as active 8D for at least the first 12 months stored in the Cloud Service and until it is completed.
- Passive 8D: One (1) passive 8D is measured as one-tenth (0.1) of an item. A completed 8D stored for more than 12 months in the Cloud Service is considered as passive 8D. If not complete, the 8D is considered as active 8D for the following year.
The solution can be used to:
- Filter problem-solving process based on different criteria and view all the problem-solving processes in a customized worklist.
- Analyze and resolve defects using the 8D step-based approach to determine the root cause of defects and define actions to correct and prevent them from recurring.
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