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...

p a p e r t i g e r s o f t w a r e 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 RP A P E R

WEBSITE www.papertigerxt.com EMAIL [email protected]

P A P E R T I G E R WEBSITE www.papertigerxt.com EMAIL [email protected]

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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.

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DEMONSTRATION INSTRUCTIONS


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DocumentationFirst corner

stone

TrainingSecond 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

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M CQM - THE CORRECTIVE ACTION TRACKING MODULE

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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.

iiiPAPER 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.

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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.


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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 e-mailed 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

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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.

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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.


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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


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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


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Log issues via internet

Access via your Website* or just Click the OASIS icon** on your desktop

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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)


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With OASIS Large system capability at small system cost

YOUR ORGANISATION CAN BRIDGE THE

GAP AND;

use the internet to capture issues like Complaints, ECR’s, Service Requests, Environmental Issues, Hazards, Incidents, Injuries, Corrective Actions, Suggestions, Improvements and more directly into your Paper Tiger Database.

capture live issues without delays or filtering. be available to receive issues from anyone, anywhere at

anytime. get easy feedback on performance of your products and

services. be and be seen to be responsive and transparent. tie together divisions and branches nationally, globally or just

in the next suburb.

YOUR CUSTOMERS CAN SAVE TIME AND MONEY AND;

lodge Requests, Orders, Complaints, Suggestions directly into your Paper Tiger Database, 24/7 from anywhere.

be assured that issues won’t get lost, delayed or distorted. extract reports on progress at any time on any quality issues,

orders or requests they have lodged with you **. be assured they are dealing with an accountable, open

supplier or service provider. access OASIS with no fuss via your website or just by clicking

an OASIS icon on their desktop. build long term relationships with your organisation! ** Only those key customers you issue with passwords can

generate reports.

YOUR STAFF CAN POST;

requests and Suggestions, report hazards, incidents and any

other Quality or Environmental Safety & Health issues via your web or intranet site or directly from their desktop.

anything from anywhere at anytime.

Your Managers can Play;

as part of the team irrespective of location and extract reports on Quality and Customer issues, Environmental, Safety & Health issues via the Internet, 24/7 from anywhere.

and be seen to be accountable for issues assigned to them. and view details of how similar issues in other locations have

been resolved. and be up to date on customer and ESH issues they are

responsible for - regardless if they are located in Invercargill or Los Angeles and your Head Office is on the Gold Coast.

What OASIS Cannot Do > Manage captured complaints, issues, hazards etc over the internet - this is done in your Paper Tiger Database > Assign, deadline and send out Action requests - this is done from your Paper Tiger Database. > Operate without Paper Tiger - your organisation must have Paper Tiger BSM installed. > Operate without the internet - users must have internet to access OASIS.

Brief overview of OASIS.OASIS is available as an optional extra to Paper Tiger

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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.

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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.


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Entering & Accessing information


OVERVIEW

REQUEST DATA & CLASSIFICQMIONS

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This section provides details of the issue and how it has been classified and assigned.

REQUEST DESCRIPTION & ACTION TAKEN

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This section shows details of any proposed action… as well as action being undertaken.

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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.


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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.

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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...

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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.


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M Viewing the Status of all Current Issues


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.

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Double click the CAT number to open the relevant record


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Clicking this icon...

will format and generate an Action request, with the option of emailing 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.


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Click this icon on the tool bar to open the CQM REPORTING SCREEN

Reviewing Corrective Action


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

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AN OVERVIEW OF THE REPORTING FUNCTION

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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.

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The CQM Reporting Function is a comprehensive and powerful tool to track, trend and review problems and issues dealt with.

Reporting on Corrective Action



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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

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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


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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.

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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.

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The report format is fixed but the content is not – this is controlled by the user.Click to continue

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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


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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 REPORTSExport to an EXCEL

SPREADSHEET

…or GRAPHS

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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 iconto view the report

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2If 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.

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Five customers have 2 or more

complaints

Criteria are shown here .

Birkenhead Wine Cellar have lodged 5

complaints. Moteco Int have made 6 complaints...

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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 ACTION1

Click the ‘TABULAR’ icon

in the ‘ALL’ section to view

the report.

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2 Select the

CUSTOMER . .

from the selection screen –

Click to continue

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Three criteria were applied

6 complaints fit the criteria of coming from

Moteco Int

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as well as the Action that has been Taken (or not taken),and dates closed etc

Details of each complaint are shown here,


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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

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Click the ‘TRENDS’ icon

in the ‘ALL’ category to

see the report.

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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.

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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.

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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.

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Example: Products


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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 Sauvignon12 issues has been raised

against this product – making it the product with

the most issues in this time period

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Ranking the issues for this product.

Ranking the Issues

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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.


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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.

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Each issue is outlined

briefly under the

subtype.

Hygiene seems to be a

problem at this winery.


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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?

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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.

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The blue line indicates the actual cost in Dollars per

month.

The black line is the cost trend line (log)


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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

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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


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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.

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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 RP A P E R

WEBSITE www.papertigerxt.com EMAIL [email protected]

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 email address below.

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