TREVIOS 8D – software for the efficient management of complaints between customers and suppliers

8D – why not make use of TREVIOS software to manage the complaints procedure in a transparent and traceable manner one in software tool?

8D stands for the eight obligatory disciplines (i.e. procedural steps) of problem solving that are required for the processing of a complaint. The aim is to remedy the underlying problem. An 8D report is a document that is exchanged (internally or externally) whenever a complaint arises between supplier and customer

In the 8D report, the type of complaint, responsibilities and actions required to correct the defect are identified.

Trevios provides complete support throughout the entire 8D process. All the necessary information (identity of the team, problem description, immediate measures adopted, responsibilities, action evaluation, etc.) can be captured and the processing controlled in the workflow through the team.

In addition, the software assists the team to find the measures conducive to resolving the underlying problem by means of a variety of tools (5-Why analysis, Ishikawa diagrams, etc.). Corrective actions can be automatically generated (e.g. from individual Ishikawa elements) and then be evaluated. Thanks to the software, the processing can thus be ensured according to the PDCA standard.

All documents (diagrams, action sheets, evaluations) for communication with the customer (internally / externally) are automatically generated and, consequently, standardized and saved in the appropriate version

8D process

To initiate the process (current 8D status), key data are collected from the outset. Thus the issue and the objective are defined. Any documents can be made available for the team by means of attachments. A team is selected and assigned to the further processing. An 8D manager will need to be appointed; a representative may be appointed.

The TREVIOS Ideas Management Server manages each 8D process in separate sessions. The individual process steps (in one session) are shown in the workflow status. They thus achieve controlled and traceable processing of each complaint. Should another session be needed, all the data for the old session are saved and thus remain available to access

Cause-and-effect

The software supports at an initial stage the graphic capture and representation in a cause-and-effect (Ishikawa) diagram. Here, the causes that produce a result or crucially affect it are worked out. In this way, the root causes are identified and the dependencies are depicted

Evaluation

The possible root causes found in the Ishikawa diagram can then be evaluated at a second stage, in a Ishikawa analysis sheet. The Ishikawa analysis sheet helps to determine the probability of the problem having a specific root cause.

If a probable root cause is identified, the possible reasons for it can be investigated. The software supports the member of staff here with a 5-Why tool set. The 5-Why tool set can be activated for every connective element in the Ishikawa diagram, or element in the Ishikawa analysis.

PDCA action sheet

If a significant reason is found, this can be adopted for further processing in a PDCA action sheet, enabling permanently effective action to be derived from it.

The processing of the corrective action continues in the action sheet. Responsibilities are assigned, and the processing is controlled on a decentralized basis by means of a workflow.