Help for Customer Complaints Process Automation

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Purpose of this Process

Here we take the case of customer complaint ISO process in a business. The purpose, in this case, is to automate the various steps that this process has to take in order to complete throughout the company.  

How Process Owner Starts the Process

On the left top side of the screen press the button "Start Process" and then select "New Customer Complaint". In the emerging form put various data as "subject" and "comments" concerning the complaint. After completing press the button "Post Changes" in the left top corner of the form. The process has been started. You the starter are the "Process Owner".

What the Process Members do

The very first task (Activity) that the system issue is an Activity for the "Process Owner" in order to fill or correct some data in the form.  So from the menu select "Activity" and from the emerging form select the Activity that matches to the "subject" of the process. By double clicking this Activity a form opens on the right of the screen. This form contains the subject of the Activity and in the lower part contains the "Job Material". Here in "Job Material" one or many forms are contained that related to Activity. The first (and only) form of "Job Material" has already opened in the center of the screen (in all cases where the "Job Material" contains only one form this form will be opened automatically). Adjust whatever you want in the Activity (change data, attach files) and then, if changes are made, press "Post Changes". Then you can press the "Forward" button in the right placed "Activity" form. The process will proceed further. The process steps then to the sales inspector in order to approve the request.

The process continues in the very same manner as the workflow of Customer Complaints dictates. The users (Associates) open their Activities and Forward them in the same manner as in the first Activity.

Closing of Process

The Process Closes (finishes) when the last activity (inform CEO) is closed.

Process Activities Monitoring

The "Process Owner" acts as a "client" to the rest of the "Process Members" (he/she is the one that wants the "product" delivered in time). During the progress of the Process from the menu and "Processes" sees all processes to which is "Process Owner". So the question of where are which Activities can be answered on this browser.