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How SAP QIM provides comprehensive insight into customer complaints

Companies can use SAP's Quality Issue Management application to get a 360-degree view of customer complaints, from their origin through the complaints handling process.

Handling customers' complaints is necessary in any business. Companies work hard to eliminate the root causes of...

customer complaints; but if they're unavoidable, the company should have a system in place that provides 360-degree visibility into problems and helps track the actions taken to resolve them.

SAP's Quality Issue Management (QIM) software aims to streamline the customer complaints management process. One of its advantages is that companies do not have to run SAP QIM on SAP ERP and can also implement QIM on independent systems.

In order to effectively handle customer issues, companies need comprehensive visibility of each complaint, starting with data on the initial complaint; investigative, corrective and preventive measures taken to avoid recurrence, and finally, complaint closure. Consequently, this process can become a source of great insight, helping companies embark on the path toward continuous product and process improvements.

SAP QIM can capture issues and complaints from any part of the product lifecycle -- from a product's design, to procurement and production, and lastly, warehousing and sales. SAP QIM can also automatically assign tasks and activities associated with a complaint to respective users. This way, the system can maintain a complete audit trail of steps followed and corrective measures performed, or activities that still require action.

When comparing SAP QIM to a third-party quality management tool, to other SAP offerings such as quality notifications in the SAP Quality Management (QM) module, or to complaint management in SAP CRM, SAP QIM stands out because of its integration capabilities. For instance, SAP QIM can transfer data across a wide spectrum of SAP and non-SAP systems, which offers numerous benefits.

Also in SAP QIM, a user can attach documents using the SAP Document Management System to provide evidence of complaints. In addition, quality auditors can create issues in SAP QIM during Audit Management and Failure Mode and Effects Analysis (FMEA) if they encounter quality issues during audits. SAP QIM also allows users to digitally sign documents and confirm that proper corrective steps were taken throughout the process.

Finally, by relying on SAP's strength in reporting, analytics and dashboards, SAP QIM is able to provide customer insights that can allow for more informed business decisions.

Next Steps

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This was last published in May 2015

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