How to close a complaint with the image, the measurement, and the action
To close a complaint, the same page needs three things: the image from that time, or a note that there is no image; the measurement or inspection call; and the action already taken. Missing one means it is not closed. The action has to stop the next roll, not just say the customer was told.
To close a complaint, the same page needs three things: the image from that time, or a note that there is no image; the measurement or inspection call; and the action already taken. Missing one means it is not closed. The action has to stop the next roll, not just say the customer was told.
Why call it this way
An explanation email is not an action. An action is which blade was changed, which template was changed, and from which roll it applies. Pin the three together and it still makes sense three months later. A complaint that is only an email comes back.
Side by side
| What you see | Call | Do not |
|---|---|---|
| All three on one page | It can be closed | Keep only the email |
| No image | Write why there is none | Find some other picture |
| The action is only "we talked" | Add a process action | Close it |
Check at changeover or roll start
- Find the image, or say there is none.
- Write the measurement or the inspection call.
- Write an action and which roll it starts on.
