Complaints process

The complaints process represents the standard handling of customer complaints. It begins with the receipt of a complaint. The end of this process is marked by the complete processing of the complaint or the rejection of the complaint.

Furthermore, the standard handling of errors, which are recognized  by a project employee of ARTS Solutions GmbH after the final technical acceptance, is considered. 

The aim is the customer-oriented processing of complaints in connection with services.

• Responsibility: Project Manager 

• Complaints about the work result are sent by the customer in writing to the project manager or communicated verbally at the project acceptance.

• In the case of an error recognized by an employee, the first process step is omitted and the complaint is to be understood as a description of the error by the responsible employee. 

• The form of the 8D report serves as a document to describe the error and is communicated to the responsible project manager.

• Responsibility: Project Manager

• Based on the complaint and the project documentation, the defect is classified and the cause of the defect is determined.

• If it is an internally recognized error, the customer will be informed of the potential error and the evaluation will be included. 

• Responsibility: Project Manager

• If there is not enough information available to make a further decision about a defect, the customer will be contacted to obtain additional information.

• Then the deficiency is re-classified and the cause is determined.

• Responsibility: Project Manager

• If the complaint is accepted, the customer will be informed that his complaint has been processed.
  

• Responsibility: Project Manager

• If customer complaints are accepted, corrective measures are identified and carried out by the responsible employees in the project.
  

• Responsibility: Project Manager

• Before completing the complaint process, the correct execution or implementation of the corrective measures is checked. Furthermore, these are added to the project documentation.
  

• Responsibility: Project Manager

• If the complaint is rejected, the customer will be informed in writing of the rejection and its reasons. The complaint process is then ended.

• Reasons for a rejection include

• • The cause of the defect lies with the customer himself

  • The cause of the defect lies in downstream processes (not carried out by ARTS Solutions)