How can you track quality Change Actions generated from customer complaints?

• A typical business receives a number of Complaints from their customers.
  
• The service agents solve many of these while on the phone, but a fraction of them turns into Issues that need additional work.
• Again, the team solves some issues at this stage, but others raise quality issues on the product or service. Hence, a smaller number of issues become Non-Conformance Reports (NCR) intended to address design or manufacturing problems.
  
• During the evaluation process, some NCRs have unknown root causes, so they turn into Corrective and Preventive Actions (CAPA) projects for further investigation.
  
• To prevent recurrence, the organization implements Change Actions as result from the quality activities described above.
  

This sequence of events, diminishing from many to few, is what we call the Quality Management Funnel.

The ENOVIA Quality Manager role allows the creation of the different entities in the Quality Management Funnel above. In each instance, you can build traceability by creating a reference to the previous item. In the example below, this CAPA shows related Complaints, NCRs and CAPA Requests in the Input Data Sources section.

While the funnel appears to show a fixed sequence of items, in reality ENOVIA Quality Management allows the creation of items in a flexible manner. As the following image describes, a CAPA can be created after any of the other quality activities; and the quality funnel can start from any activity, not necessarily from Complaints.

In summary, recording the associated quality activities in the Quality Funnel creates the traceability from Complaints to Change Actions necessary to understand the activity flow from the time we received a call from a customer until the moment when the issue was addressed.