Complaint management process requires cooperation of supply chain, production and distribution departments with timely information sharing and notifications at each process state. Xagent may considerably improve quality assurance and complaints management processes with its generic integration and workflow management functionality.

Implementation of Xagent in quality assurance and complaints management department may bring concrete financial results which include but are not limited to the following:

• Reduce costs associated with complaints by proactively managing issues as they arise
• Enhance quality assurance procedures by improving information integration and communication
• Reduce production costs by revealing quality assurance problems in their early stages
• complaints costs reduction through their proper proactive management
• complaints number reduction by enhancing quality assurance procedures improving information integration and communication
• production costs reduction by revealing quality problems at early stages

Proactive Monitoring and Alerting

• Complaint registered / changed / closed / goods posted on blocked stock
• Complaints intensity increased / decreased in relation to customer / vendor / sales region / sales rep / transportation company / production department / material / service
• Complaint procedure stuck – no reaction to a complaint from a certain department / employee / for certain period of time
• Goods / services complain registered for a value exceeding a certain amount
• Blocked / AQ materials amount on stock exceeded a certain level

Positive Communication

• Complaint resolved with apologies / explanations from a responsible department: vendor / customer acknowledgment
• Critical  complaints workflow status: goods are on QA check, a goods substitution delivery is scheduled
• Dashboard: quality control reporting and analysis – by material, service, vendor, customer, production department, amount of QA / blocked materials

Integration

• Internal QA data collection from company systems: technological production systems and production planning, stock controls systems,

Mobile and Workflow

• QA and complaints workflow: complaint creation, processing steps, response from involved departments, goods substitution approval
• Critical QA and complaints messages forwarding to mobile responsible employees