Complaints Management

Complaints about quality have a significant impact on a company’s reputation and commercial success. This makes it all the more important to respond quickly and to implement binding, targeted measures to rectify the defects.

DHC specialises in the organisational and IT-specific design of processes in complaints and returns management. In terms of technology, we rely on SAP products. With SAP-based complaints management and 8D reports, companies can record, analyse and permanently resolve customer and supplier complaints in a structured way. We optimise and accelerate your processes by integrating them into your ERP system. With QM in SAP ECC 6.0 and S/4HANA and QIM, SAP offers several software solutions for complaints management. The most important solutions are Issues in SAP QIM and the Q-messages in ERP.

Get your complaints management ready for the future

Is your complaints management AI-capable? What are the advantages for your company? Is the use of AI worthwhile for you? What path do you have to take as a company to use artificial intelligence in a targeted way in your complaints management? DHC is a pioneer in this field in Germany. We cooperate with the DFKI (German Research Centre for Artificial Intelligence) in research projects and investigate the potential, the risks and the conditions for the use of AI in complaints management. This allows us to combine process knowledge with a technical understanding of AI in a unique way. In addition, we are working on the demonstrably safe and targeted use of AI in the context of compliance.

Contact us for more information!

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

More than 25 years of experience in QM processes in the life sciences, medical technology, automotive and manufacturing industries
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

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