Complaint Management with Quality Management within SAP ERP Application Solution Management Manufacturing – QM, SAP AG Update - Cohesion, Inc.
Complaint Managementwith Quality Management within SAP ERP
Application Solution Management
Manufacturing – QM, SAP AG
Update - Cohesion, Inc.
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 2
Executive Summary and Value Proposition:
Complaint Management with SAP
SAP offers a generic complaint management solution for all
industries. It can be adapted to industry-specific needs, e.g. to meet
regulatory compliance.
Quality Notifications in SAP ERP are one key element to handle quality-related complaints of all kinds (internal, supplier,
customer).
Complaint management is a very complex process, handled
individually by every customer. Resolving complaints usually requires access to data from multiple sources and application areas.
Therefore, quality notifications…
� are seamlessly integrated into SAP ERP
� are flexible and adaptive
� are service-enabled
� can be triggered in many ways
� can be evaluated with SAP NetWeaver Business Intelligence
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 3
1. Business Processes
1.1. General Process Overview
1.2. Complaint Management in the Process Industry
1.3. Complaint Management in the Discrete Industry
2. SAP Solution
2.1. Quality Notification with SAP ERP
2.2. Web-based Notifications
2.3. Reporting
3. Summary
3.1. Key Take-Aways
3.2 . Reference Activities
3.3. Outlook
Agenda
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 4
ServiceSalesProductionProcurement
Complaint Management along the Supply Chain
Complaint against
vendor
Customer
Complaint
Notification:
Defect/Damage
Internal Problem
Message
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 5
Role # 1 -
Local Call
Center Rep
Role # 2 –
Safety OfficerRole # 3 –
Investigator(s)
Role # 4 -
Management Level
pull
LOCAL OFFICE CENTRAL OFFICE
Customerloop
Qualityloop
Complaint Management –
Business Process Overview
1a
Complaint
Capture
2
Case Mgmt
a Processing
b Monitoring
3
Investigation
4c
Closure
4a
Case Resolution
4b
Fulfillment
5
CAPA
Processing
6
Reporting & Trend Analysis
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 6
1. Business Processes
1.1. General Process Overview
1.2. Complaint Management in the Process Industry
1.3. Complaint Management in the Discrete Industry
2. SAP Solution
2.1. Quality Notification with SAP ERP
2.2. Web-based Notifications
2.3. Reporting
3. Summary
3.1. Key Take-Aways
3.2 . Reference Activities
3.3. Outlook
Agenda
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 7
What is Complaint Management –
Process Industries
Complaint
Submission
Complaint
CaptureComplaint
Management
Complaint
Resolution
& Closure
CAPA Investigation
Complaint Management Team
Trending, Analytics, and Reporting
In all regulatory environments, customer complaints are an
important indicator for product quality and potential compliance
issues. In life sciences, manufacturers are required to:
� Adequately investigate all customer complaints
� Maintain records about the complaint and the investigation
� Make data are accessible during inspections and audits
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 8
� Management review & approval
� Evaluate risk-impact analysis
� Assignment and routing
� Complaint tracking
� Global visibility
� Proactive monitoring and trending
� Analysis reporting and tracking
� Early warning and alerts, due date tracking
� Contact Management
� Capture complaint / Inquiry
� Complaint Triage (Classification)
� Attribute analysis
� Search related complaints
� Detailed Evaluation
� Task routing
� Touch-Points to
CAPA and LIMS as
required
� Approvals & audit log compliance to 21 CFR Part 11
� Use of Standard
libraries
� Review completed task for correction / approval
� Resolution
� Letter generation and Complaint Closure
� Fulfillment
� Audit log & records
maintenance
Complaint Management Process in DetailComplaint Management Process in DetailComplaint Management Process in DetailComplaint Management Process in Detail
Trending,
Analysis &
Closure
� The process can be applied to internal problems (deviations during the production process)
as well as external problems (customer complaints, complaints against vendors)
� Access to multiple data from the ERP system, e.g. batches, production orders, inspection
lots, are required during the investigation
� All steps of the process must be documented
Complaint
Resolution &
ClosureEvaluation
Complaint /
Management
Complaint /
Inquiry
Capture
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 9
1. Business Processes
1.1. General Process Overview
1.2. Complaint Management in the Process Industry
1.3. Complaint Management in the Discrete Industry
2. SAP Solution
2.1. Quality Notification with SAP ERP
2.2. Web-based Notifications
2.3. Reporting
3. Summary
3.1. Key Take-Aways
3.2 . Reference Activities
3.3. Outlook
Agenda
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 10
Quality Loop for Continuous Improvement
Corrective Action (8D)8D Report
Solution DB
Planning Realization
Preventive
Actions
Quality Circle
Production Product
� Closed Loop for Defects
Prevention and Continuous
Product- and Process
Improvement
APQP – Advanced Product Quality Planning
FMEA – Failure Mode and Effects Analysis
Analysis / Know-How / Methods
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 11
8D (8 disciplines) methodology
according to German VDA and
QS9000 is a…
� Process to solve a Problem
� Perform specific steps in a give
sequence
� Different business partners can be
involved
� Standard Method
� Based on facts / real data
� To remove the root cause
� 8D-Report
� Used as activity plan
� To document the performed steps
� Exchanged between the different
parties
8D-Methodology
Supplier Customer
Specification
Defect
detected
Ask for 8D
report
Correction
actions
Delivery
Create 8D
report
Approve 8D
report
� The 8D process is a methodology that is used for internal problem handling
as well as for customer complaints.
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 12
Customer Brand Owner Business Partners
Manufacturer
Forwarder
Claims
DepartmentMarket
Units
Customer
Complaint
Complaint
against Vendor
Clarify
Reliability
Return
Products
Rework
Internal
Problems
All types of complaints can be covered by the 8D-Methodology
� Customer Complaint
� Internal Problems
� Complaint against vendor
Advantages of the 8D-Methodology
� Systematical problem description
� Cause Analysis
� Limitation via Immediate Action
� Elimination via Corrective Action
� Exclusion via Preventive Action
Complaint Management
Using the 8D-Methodology for Discrete Industries
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 13
Usage of
SAP Solution DB
Find similar notifications
8D Analyses
Notification
Customer Complaint
Production Failure
Internal Problems
Notification
Complaint against vendor
Improvement Process in Detail
Analysis
of Problem
Analysis
Failure & Causes
Find Solution
Define Action
Execute Action
& Control
Update of
FMEA &
Control
Plan
if required
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 14
1. Business Processes
1.1. General Process Overview
1.2. Complaint Management in the Process Industry
1.3. Complaint Management in the Discrete Industry
2. SAP Solution
2.1. Quality Notification with SAP ERP
2.2. Web-based Notifications
2.3. Reporting
3. Summary
3.1. Key Take-Aways
3.2 . Reference Activities
3.3. Outlook
Agenda
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 15
� Status Management
� Use of Catalogs
© SAP 2007 / Page 15
Using Quality Notifications with SAP ERP for
Complaint Management
� Workflow
� Classification
� Quality-related costs
� Follow-up actions
� Solution Database
Problem &
Complaint
Management
Corrective &
Preventive Action
� Predefined queries and key figures in SAP BI
� Evaluation cockpit for Ad hoc reporting
� Supplier evaluationQuality
Analytics
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 16
Structure of a Quality Notification
Quality Notification
Header
Tasks
Activities
Defect
Item
Partner
CausesTasksActivities
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 17
Process Flow of problem processing with
Quality Notifications
Quality
Notification
Create
Notification
Perform
immediate tasks
Process
Notification
Perform
tasks
Complete
Notification
Problem or
defect analysis
Record
activities
SAP WorkflowSAP Workflow
SAP WorkflowSAP Workflow
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 18
Elements of the Quality Notification
Status Management
Evaluations
Controlling
Nonconformity Costs
QM Costs
Workflow
Document Management
Service (DMS)
Change Records
Action Log
Classification System
Archive Link
Quality
Notification
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 19
Problem Processing with Quality Notifications
� SAP provides standard examples for activities for distinct notification types.
� The activities can be enhanced by the customer via customizing
SAP WorkflowSAP Workflow
Follow Up ActionsFollow Up Actions
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 20
Corrective and Preventive Action (CAPA) –
Processing
� Follow-Up actions can be defined for a notification
� Progress of these actions can be tracked
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 21
Creating a General Notification
� If the type of problem is not clear right from the beginning, a general
notification can be created
� The notification type can be changed afterwards
� Different views are available on the notification or task
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 22
Customizing Settings for Quality Notifications
Notification types
& parameters
Partners
Priorities &
priority types
Action box/follow-up
functions
Catalogs/catalog profiles
Response time
monitoring
Follow-up actions
for tasks
Print control
List definition
Status Profile
Field selection
Defects recording/
classification
Settings for Digital
Signature
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 23
Digital Signature for Quality Notifications(New with SAP ERP 6.0, EhP3)
Business Goal
When processing a notification within SAP ERP, digital signatures are required
for distinct steps. It is possible to provide them with status change and when
performing distinct activities at header or task level. Also signature strategies
are allowed.
Solution
� New customizing
functions for
notifications
� New functions
during notification
processing
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 24
Characteristics
Characteristics
Characteristics
Characteristics
Characteristics
Defects
Defects
Defects
Defects
Defects
Closed Loop Inspection Planning –
An Integrated Continuous Improvement Process within
SAP ERP
FMEA (Product/Process)
Control Plan
Inspection Plan
SPC
Complaints (8D-Method)
Zero Defect Production
Specification
CAD
Stamping
Characteristics
Characteristics
Available with
SAP ERP 6.0 EhP3
Available with
SAP ERP 6.0 EhP3
Quality Notification
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 25
1. Business Processes
1.1. General Process Overview
1.2. Complaint Management in the Process Industry
1.3. Complaint Management in the Discrete Industry
2. SAP Solution
2.1. Quality Notification with SAP ERP
2.2. Web-based Notifications
2.3. Reporting
3. Summary
3.1. Key Take-Aways
3.2 . Reference Activities
3.3. Outlook
Agenda
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 26
Web-based Quality Notifications
Notification
Processor
Creator of
Notification
Dispatcher
ITS = Internet Transaction ServerxMII = xApp for Manufacturing Integration & Intelligence
Analysis
Quality
Notification
Complete
Task
Notification
Processing
� SAP offers multiple ways to trigger a quality notification through Enterprise Services, SAP
Portal, SAP xMII and Web-Services (ITS)
� Creation of a notification using web-based templates by different sources
� Dispatcher is informed by worklist or workflow and processes notification
� Processor is informed by workflow and completes tasks and/or notification
Task
SAP WorkflowSAP Workflow
xMII
ITS
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 27
Creating a Web-Interface for Notifications
using Enterprise Services
� Enterprise Services for Quality Notifications are available with the ES
bundle “Integration of Quality Management Systems (IQM)”
� https://wiki.sdn.sap.com/wiki/x/kww
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 28
Triggering Quality Notifications from
SAP Portal (Role “Quality Inspector”)
� A quality inspector can create a quality notification from SAP NetWeaver
Portal using a service included in the role “Quality Inspector”
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 29
Triggering Quality Notifications from SAP xMII
� Example is available as part of the QM productivity pack for SAP xMII
� Download via https://www.sdn.sap.com/irj/sdn/downloads -> Templates for
Manufacturing
1111
2222
3333
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 30
1. Business Processes
1.1. General Process Overview
1.2. Complaint Management in the Process Industry
1.3. Complaint Management in the Discrete Industry
2. SAP Solution
2.1. Quality Notification with SAP ERP
2.2. Web-based Notifications
2.3. Reporting
3. Summary
3.1. Key Take-Aways
3.2 . Reference Activities
3.3. Outlook
Agenda
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 31
Reporting on Quality Notifications in SAP ERP
Reporting capabilities in SAP ERP
� List reports (transactions QM10 to QM19)
� Quality Management Info System (QMIS)
� QM Evaluation Cockpit (transaction QGA4)
� Extended search (TREX) available with SAP ERP 6.0 EhP 3
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 32
QM Cockpit for Evaluations
New Features
� Ad hoc evaluations of quality notifications
� New graphics types:
� Pareto Chart
� Scatter Plot
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 33
Evaluations on Quality Notifications
with SAP NetWeaver Business Intelligence
ERP Data Modell
Notification
� Partner
� Activity
� Task
� Item
� Location� Cause
� Activity
� Task
Data Extraction
Q-Notification
� PM-Notification
� CS-Notification
Info Cube
Notification
Notifications
Number of notifications
Notifications in time
Notifications outstanding
Number of tasks
Tasks outstanding
Tasks successful
Processing time
Downtime
Downtime counter
Defective Quality external
Defective Quality internal
Return Quality
Sales/Distribution
Location/EquipmentAssembly
Purchasing Org
Customer
Vendor
Notification Plant / Material
Info Cubes
� Notifications
� Notification Items
� Causes
� Tasks
� Actions
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 34
Evaluations on Quality Notifications –
wit SAP NetWeaver BI - Example
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 35
SAP Analytics –
Quality of Purchased Parts
� Visual Composer
Model for Quality
Notifications
� Based on SAP BI
content
� Released with
SAP Analytics 1.0
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 36
1. Business Processes
1.1. General Process Overview
1.2. Complaint Management in the Process Industry
1.3. Complaint Management in the Discrete Industry
2. SAP Solution
2.1. Quality Notification with SAP ERP
2.2. Web-based Notifications
2.3. Reporting
3. Summary
3.1. Key Take-Aways
3.2 . Reference Activities
3.3. Outlook
Agenda
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 37
Key Take-Aways:
Using Quality Notifications enables you to…
Handle all types of problems and across all industries
Define individual follow-up actions, user-defined tab strips, and
field control
Benefit from direct integration into the supply chain, e.g. to
handle return deliveries, quality-related costs or inspection lot
data for batches/serialized parts
Set up flexible reports within SAP ERP and/or SAP NetWeaver
Business Intelligence
Make use of enterprise services to create a flexible and easy user
interface
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 38
1. Business Processes
1.1. General Process Overview
1.2. Complaint Management in the Process Industry
1.3. Complaint Management in the Discrete Industry
2. SAP Solution
2.1. Quality Notification with SAP ERP
2.2. Web-based Notifications
2.3. Reporting
3. Summary
3.1. Key Take-Aways
3.2 . Reference Activities
3.3. Outlook
Agenda
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 39
Customer using Quality Notifications
for Complaints Handling
AUTOMOTIVE
CHEMICALS
� BASF AG, Germany
� Clariant, Germany
� Roehm GmbH, Germany
� SGL Carbon GmbH, Germany
� Sika Deutschland GmbH, Germany
� Merckle ratiopharm GmbH, Germany
� B. Braun Melsungen AG, Germany
� Solvay Pharmaceuticals B.V., USA
� Brenntag Schweizerhall AG, Switzerland
LIFE SCIENES
� BMW Manufacturing Corp., USA
� Brose Fahrzeugteile, Germany
� Continental Teves, Germany
� Grammer AG, Germany
� Modine Europe GmbH, Germany
INDUSTRIAL COMPONENTS &
MACHINERY
� Andreas Stihl AG & Co., Germany
� Briggs & Stratton Corp., USA
� HDW Howaldtswerke, Germany
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 40
Success Stories & Reference Slides
KSM Castings
Available IDES Scripts (internal use only)
Scenario ID: 010000002990
Pharmaceuticals Incidence Reporting
Life Sciences
Scenario ID: 010000000535
Internal Quality Notification
Life Sciences
Clariant VerwaltungsgesellschaftRoche Diagnostics
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 41
1. Business Processes
1.1. General Process Overview
1.2. Complaint Management in the Process Industry
1.3. Complaint Management in the Discrete Industry
2. SAP Solution
2.1. Quality Notification with SAP ERP
2.2. Web-based Notifications
2.3. Reporting
3. Summary
3.1. Key Take-Aways
3.2 . Reference Activities
3.3. Outlook
Agenda
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 42
Planned Developments for Quality
Notifications with EhP4 for SAP ERP 6.0
� Allow assignment of multiple objects, such as batches, serial
numbers, inspection lots or production orders in one
notification
� Enhance usability in sending mails from within a notification
and attaching documents.
� Including usage of mail distribution lists based on task responsible
people.
� Improve selection screens and result lists for notification-
related worklists (QM10-QM19).
� Allow multiple selections of partner roles.
� Allow display of additional information in the lists.
DISCLAIMER: These slides reflect current planning. Contents may be changed without prior notice, and are in no way binding upon SAP.
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 43
Thank you!
© SAP 2008 / Complaint Management with SAP ERP Quality Notifications / Page 44
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