Customer Complaint Database

1. Customer Complaint Database Chris Jerbic July 2012

2. Introduction Customer Complaint Database Replaces Customer Request Database (CRD) for Field Issues and Customer Escalations. In the future, the CC database will link with Oracle modules and interface with other software modules. CC database also has better search and reporting capability. CC database does not change how you interact with Customers, Field Support, or Product Groups. It is a a way of documenting, communicating and increasing visibility when a customer asks for help. New Applications Tracking will remain in CRD for all business units except Astex and ENI. ENI uses an SRD system, Astex uses another Lotus Notes Database. Chris Jerbic is your single point of contact for training and resolving issues. Chris_Jerbic@mksinst.com, 408-482-1632. TIMING: Reliance CC Module Go – Live: July 23rd CRD closure for new issues: August 13th

3. Field Issue and Escalation Workflow • Field issues are a deviation from an existing requirement • Escalations are time-critical deviations from requirements or commitments. • New Applications (CRD) are created for new requirements. • Field issues are owned by the Country Service Manager (CSM) • Escalations are moved directly to the Product Group. The Product Manager owns the escalation.

4. Getting Started – Log Into Reliances • You must be connected to an MKS secure server. Connect to MKS with an Ethernet cable or VPN. • Open a Browser and Log Into Reliance (Please bookmark) http://mksusplaap12:8080/reliance_dev/reliance?ETQ$CMD=CMD_LOGOUT&ETQ$SCREEN_WIDTH=1280 • This is the development server. There will be a different server for production. • Account name first initial – last name (cjerbic, jdoherty) • First password etq lower case. • You will be asked to change your password. Log In to Reliance

5. Portal Page • Portal page design is still being developed. Your portal page may look different This opens the customer complaint module. Click on each assignment to view and execute open tasks Click on Customer Complaints

6. Home Page New Document creates a new CC. Exports columns into Excel. Print exports to Adobe *.pdf. Create the adobe file, then print it. Many views are available. Click on New Document

7. Bold text indicates how the CC can be promoted/transferred Bold text indicates how the CC can be promoted/transferred Home Page New Document creates a new CC. Exports columns into Excel. Use this bar to promote the CC to the next phase. Required information must be entered on several tabs. Use the “All Tabs” button to show all the fields on one page. This tab also contains information that must be entered before the CC can be moved. “Type Ahead” is active for people, customers, product groups. Customer tracking number can be QN, CAR, NCIDs, etc. This field defines type of complaint. Use this button to link CCs together. Red asterisk means field is required Go to the “Closure Plan” Tab

8. Home Page Closure Criteria is one of the most critical fields. If it’s vague, the product group will waste resources and the customer can keep the CC open longer than necessary. Push the customer to agree to a closure criteria as a pre-requisite for opening a Customer Complaint. Fill in Required Information with UAT. Create Escalation.

9. SWAT Teams SWAT teams can only be formed for escalations. The escalation must be promoted to the Product Group Manager Use the Fields to initiate the SWAT Team.

10. How to Link Related CRS Start with this button on the “Basic” tab. Chose all the CCs that you would like to link Click the green button to link Then click OK

11. Search Here Search • Search will look for a match in all CC information and attachments. • Use different searches for Open, Closed, and Voided CCs. Advanced search has advanced logic Advanced search has advanced logic

12. Action Items Action items are assigned using this bar. The team member will complete the AI and it will come back to the assigner for approval. Action items can be moved left (for clarification or reassignment) or right (for approval and closure). The team member will complete the AI task and it will come back to the assigner for approval. Only the assigner can close the AI. Short Term must be completed for the CC to close. Long term may be completed after the CC is closed.

13. Select people using the radio button Then use the green button to add the person to the team. There can be multiple pages. Go to “Next Page” as needed.

14. This message is a mapping issue, incompatible product group and family Click here to add people to the team. Then OK.