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Covisint Problem Solver for Supplier Users
How it works
Once the customer has entered all the problem case information, the supplier is notified via an email that a new problem case has been issued. Suppliers need to garner the resources to help resolve the situation immediately and, usually, need top management support to pull the team together. For items flagged as "Major Disruptions," Problem Solver automatically notifies appropriate supplier management to speed alignment of the team and facilitate the problem resolution process.
The Problem Solver tool provides comprehensive, user-friendly screens for the supplier to describe the actions to be taken to resolve the problem. The supplier must describe containment plans for the complete inventory in the pipeline, including part markings and logistic information. The supplier is guided through the process step by step, leading to a thorough resolution to the problem.
The tool initially focuses on the production process: "How was the part made improperly? What is the planned solution?" The supplier is then guided through analysis of the detection system. Suppliers have developed control plans, using the Advance Product Quality Planning (APQP) process, and it is very important to review the key findings and understand how the part escaped the established controls and was shipped to the customer. The last step looks deeper at systemic issues with questions such as: "If it happened, can it happen again? Where is the business operating system weakness that allowed the problem to occur?" Overall, using Problem Solver the supplier's problem resolution process is more thorough and the company is set-up for better "lessons learned" implementation and problem prevention.
Supplier Benefits
- Provides an industry standard method for responding to customer problems. Standard formats significantly increase the productivity levels of the problem solvers.
- Speeds resolution process through quicker and better understanding of the issues.
- Continuous quality improvement due to improved knowledge of the patterns of issues.
- Provides a customer accepted solution to a quality problem.
- Provides the means to track the cost of bad quality.
- Electronic ability to accept or challenge costs.
Features
- Reporting
Problem Solver has a rich set of reports that can help both customers and suppliers in quality performance analysis for six sigma initiatives. The reports can also be exported to other databases and spreadsheets for data manipulation.
- Cost Recovery
Problem Solver provides the ability for the customer to document the added-cost activities, such as inspection, sorting, re-work, lost production units and downtime expense. Costs are broken down into basic categories: Labor, Downtime, Scrap, Freight and Other. All customer plants can add costs throughout the duration of the problem, and the system compiles the costs into a total and reports back to the procurement activity for issues resolution and collection.
- Controlled Shipping
Problem Solver provides the ability to track a supplier's success in implementing a quality inspection process known as controlled shipping.
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