Procedural instructions dealing with errors, complaints, defects, complaints and potential for improvement

The procedural instructions for dealing with errors, complaints, defects and complaints ensure that relevant incidents are processed and clarified by a responsible person. In particular, it ensures the provision of a high-quality service and the improvement of general customer satisfaction.

The documentation of all the events described takes place in odoo in the error handling project .

All occurrences are identified with the year and sequential number and a short version of the content. (YYYY-NNN | Title)
This enables an evaluation of the incidents per year.  

Complaints that are communicated in connection with the final technical acceptance by the customer in writing or verbally are described in the complaints process and processed on the basis of this.

If, after the final technical acceptance, errors are identified by a project employee at ARTS Solutions GmbH, the responsible project manager takes over processing them. In this case, the incident is first communicated to the customer and further action is agreed with him. The error can then be dealt with using the process complaint , whereby the first step is omitted and the complaint is to be understood as a description of the error by the responsible employee. This may be followed by a new technical acceptance by the customer.

In addition, ARTS Solutions grants the statutory warranty of 24 months for the services it provides from acceptance. The responsible project manager remains the direct contact person for the customer during this period. Complaints made in this context are also dealt with using the complaints process. The project manager is also available for further inquiries from the customer regarding the service provided, in order to ensure customer benefits.

The handling of defects in projects is described in the non-conformity process and the associated procedural instructions.

Complaints can come from customers and other interested parties.

They are usually received by project managers or management. Complaints are dealt with by the person responsible. An appropriate root cause analysis is carried out and a measure for the complaint is formulated based on the results. For this purpose, documentation takes place as a task in odoo in the error handling project . The implementation of the measure is then commissioned and checked by the person responsible. In the entire process, there is detailed communication with the external parties concerned and the success of the measure is assessed together with them. When finished, the task is marked as completed in odoo.

All defects that do not occur project-related are to be regarded as internal errors and treated accordingly.

Internal errors that occur are to be recorded informally and in writing by the employee and passed on to the QMB. The QMB carries out an appropriate root cause analysis and documents the error as a task in odoo in the error handling project . In consultation with the management, he defines a measure to be carried out based on the cause. Furthermore, the QMB informs the person responsible about the implementation of the measure and monitors the implementation. Finally, the success of the measure is assessed and the corresponding task is marked as completed in odoo.

The knowledge management of ARTS Solutions takes place via the production and filing of internal project documentation. Part of this is the
knowledge gained in the project , so-called lessons learned. In preparation for new projects, these serve to prevent frequent errors and improve customer service.