Complaints Management - 8D-Report

Complaints related to quality have significant consequences for your reputation and business success. This means that rapid response times and binding, targeted measures to resolve defects are all the more important.

DHC specialises in the organisational and IT-specific design of the processes that are used for (customer) complaints management. For the underlying technology, we use products from SAP. We optimise and accelerate your processes by ensuring tight integration with your ERP system.

SAP ERP offers several software solutions for complaints management: the most important of these are SAP QIM and the quality notifications.

Consulting

Investment decision: Is SAP Complaints Management right for you?
Our team helps you to make your investment decision, working with you to draw up your target parameters, cost/benefit criteria, potential improvements, and opportunities and risks. The aim here is to create a decision document (readiness statement) as well as recommendations for the next steps you need to take.

Navigate to your goals:
In a Scoping workshop (also separately bookable), we take a high-level view of your company and work with you to analyse your complaints management requirements and potential approaches to a successful implementation and validation. Potential topics here include an 8D report, CAPA planning, integration with SAP and third-party ERP systems, form layout and required functionality, etc. We identify the work packages that are to be completed and prepare an initial budget estimate.

Make the right decision for your requirements:
We compare your requirements with the functional and technical options offered by the various SAP solutions (SAP QIM, quality notifications) and assess the degree of fulfilment that this provides for the costs involved. We also provide you with support for any development work necessary, including the corresponding budget estimate.
We work with you to compare the pros and cons versus third-party software, and then estimate the corresponding costs.

Implementation

We implement your SAP Complaints Management system and handle all tasks involved – such as design, Customising, testing and production cutover.

Additional services provided by DHC:

Setup of interfaces to other applications, such as FMEA, audits, complaints – also in non-SAP ERP systems
Conceptual design and programming of role-specific applications, particularly Analytical and Functional Apps
Programming of additional functions (e.g. 360° analysis of the customer problem)
Programming of additional data fields
Any modifications to forms as required

Services & Support

Even after your complaints management process in SAP goes live, we can provide second- and third-level support services as required. Regardless of whether you need remote service provision or direct, on-site support, our SAP specialists offer a mobile and flexible service. Our wealth of experience means we are familiar with the key questions asked by your users and can guarantee prompt support into the long term.

Use our experience as specialists for Complaints Management with SAP

Specialists for the harmonisation and standardisation of business processes in complaints management (e.g. for 8D system, CAPA)
Specialists for the design and implementation of complaints processes throughout your company or Group
Individual planning and implementation of your Complaints Management system according to your goals, needs and requirements
Two decades of know-how and experience in quality management processes in the life sciences, medical technology, automotive and manufacturing

Germany

Matthias Bothe

Managing Director & Industry Unit Manager
Life Sciences, Chemie and Medical Engineering
phone: +49 681 93 666 0
email: matthias.bothe@dhc-gmbh.com