Problem Case Management (PCMS 2.0 – SUPPLIER)

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Workflow: Click here to view workflow diagram.

Problem Case Acknowledgement (No Response Required Cases)

In some cases the Nexteer employee may submit a problem case that does not require a response. In this case, you will be notified by a formal email that you have a task to acknowledge the problem case.

You will also have a line item on your My Tasks Summary page. From both of these areas you will have a link to the problem case form. To view the problem case and complete your task, follow the steps below:

Start by opening the problem case record from your My Tasks Summary page or from the link in the email notification.

The Workflow Status section at the top of the page shows the case in the Supplier Assigned No Response Required In this stage your task is to review all Contact Information and Complaint Information sections of the problem case and acknowledge that you have done so.

In order to close out your task and track that you have acknowledged the problem case, select the Acknowledge button on the menu bar.

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Once this has been done the problem case record is closed.

Initial Response

As a Nexteer supplier, you are responsible for responding to problem cases that are submitted to your location. If a problem case has been assigned to you for initial response, you will receive an email notification as well as a task on your My Tasks Summary page. To see more details of this problem case and to complete your task, navigate to the record by selecting the link from the email or clicking the description link of the task in your My Tasks Summary page. In order to complete your task, follow the steps below:

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Once you open the problem case form, you will be able to view all of the Contact Information and Complaint Information. Review this information before you fill in the Supplier Initial Response When you are ready to fill in your response, select the Edit button on the menu bar.

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You will now be able to enter your initial response. As a supplier you have a opportunity to dispute the problem case and send the form back to the Nexteer employee who submitted the record. If not disputing the problem case, please skip to step 7.

To dispute, select Yes in the Do You Dispute this Complaint? field in the Supplier Initial Response (Containment) section of the form.

Then select the reason for the dispute in the Dispute Reason field, which appears after step 3 You may enter any comments to help explain the reason for disputing the case.

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After completing the required information, click the Save button to save and review your response to the Problem Case.

Click the Submit Response to send it to the issuer as disputed.. Note you can only dispute the problem case once.

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To send your initial response to Nexteer select Edit from your menu bar and select No from the Do You Dispute this Complaint? Keep in mind that all fields with an asterisk are mandatory fields and must be filled out.

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Click Save from the menu bar and review what you have updated.

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You may choose to attach a document to this problem case. If you are unsure on how to perform this activity, you can find that by reviewing the user guide on our learning center: Intelex Document Attachment

Now that you have saved and reviewed the Supplier Initial Response (Containment) section, you can click the Submit Response button in the menu bar to submit your response to Nexteer.

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Rejected Initial Response

It is possible that after you submit your response to Nexteer, your initial response could be rejected. If your response has been rejected, the problem case will move to the Supplier Initial Response Rejected stage allowing you to modify the details. Follow the steps below to view and re-submit response:

From your email notification or your My Tasks Summary page select the link for your task you view the problem case form.

From here you will now be able to see the Initial Approval/Rejection Comments in the Initial Response Review Review this field to understand why the initial response was rejected.

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In order to make changes to the initial response fields, select the Edit button on your menu bar to modify the data entered into the Supplier Initial Response (Containment) section of the form.

Click the Save button in the menu bar and review the updated Supplier Initial Response (Containment)

Click the Re-Submit button in the menu bar to send it back for Nexteer review.

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Root Cause/Corrective Action Plan

Once Nexteer approves your Initial Response you will receive another task to complete the Root Cause/Corrective Action Plan. To view this task, use the link from the email or click the description link from your My Tasks Summary list. To complete this Root Cause/Corrective Action task, follow the steps below:

Click the Edit button on the menu bar to enter your Root Cause/Corrective Action Plan details.
In the section Indicate whether the following will be updated for this issue:, please select the information that will be updated following the corrective action plan. Note: you can/should be proactive in saving your Root Cause/Corrective Action Plan as you fill it out by clicking the Save button in the menu bar.

Once you are ready to submit the Root Cause/Corrective Action Plan, check the box Root Cause/Corrective Action Plan Complete. Note: if you do not check this box you cannot submit the Root Cause/Corrective Action Plan.

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DO NOT FORGET, you must attach your 5Why form to the Problem case before being complete with the Root Cause/Corrective Action Plan.

Click the Save button in the menu bar and review the document after entering all pertinent data.
Click the Submit button in the menu bar to send the Root Cause/Corrective Action Plan to Nexteer for review.

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Rejected Root Cause/Corrective Action Plan Rejection

It is possible that after you submit your Root Cause/Corrective Action Plan to Nexteer they may request more information from you. If your response has been rejected, the problem case will move to the Rejected Root Cause/Corrective Action Plan Rejection stage allowing you to modify the details. Follow the steps below to view and re-submit your response:

Review the comments entered by Nexteer in the Supplier Region SQE Root Cause/Corrective Action Plan Comments or the Plant Region SQE Root Cause/Corrective Action Plan Comments and then edit the Root Cause/Corrective Action Plan based on these comments.

Click the Edit button in the menu bar. Then save the changes by clicking the Save button in the menu bar.
Review the changes and click the Re-Submit button in the menu bar.

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Supplier Implementation

Once the Root Cause/Corrective Action Plan is approved you will receive an email notification or you will see it in your My Tasks Summary page notifying you that you need to complete the Implementation stage of the problem case. To complete the Implementation Details section, do the following steps:

Click on the Edit button in the menu bar in order to input the information required in the section Implementation Details.

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Fill in all the required fields, indicating the Implementation Details of the Corrective Actions.

Also, indicate if anything was updated based on your responses entered in the Root Cause/Corrective Action Plan by selecting Yes or No to any of the following fields: PFMEA, Control Plan, Process Flow Chart, Work Instructions, Setup Instructions and/or Operation Checklists, Training Material, and Error Proofing and/or Gauging. If required, you will be asked to indicate Yes or No to: Have you submitted your PPAP documents for approval?

After filling out all the required information, click the Save button in the menu bar and review the Implementation Details section to make sure everything is up to date.

After reviewing, you have two options to choose from:

Update Plan: If you want to change your Root Cause/Corrective Action Plan because things have changed in your implementation plan, then click the Update Plan button in the menu bar. This allows you to edit the Root Cause/Corrective Action Plan where the Edit button in the menu bar only allows you to edit your Implementation Plan. Note: Target Dates cannot be changed when updating your plan. Also, any updates made to your Corrective Action Plan will need to be reviewed again by Nexteer.

Submit Implementation Plan: If your Implementation Details are ready to be submitted to Nexteer, click the Submit button in the menu bar.

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Implementation Rejection

Once the Supplier Region SQE and the Plant Region SQE have received your Implementation Plan they still have the option to Request More Information for your Implementation Plan. Your task is to update your plan based on the comments. To update your plan follow these steps:

Scroll down to the new section Implementation Approval to review the Implementation Rejection Comments field indicating the changes that are being requested.

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Edit your Implementation Details section by clicking the Edit button in the menu bar.
Click the Save button in the menu bar to save the changes. Be sure to review the Implementation Approval section to make sure you have taken the Implementation Rejection Comments field into consideration.

Click the Re-Submit button in the menu bar to send the Implementation Plan back to Nexteer for review.

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Submitting Validation Data (if required)

Once the Supplier Region SQE and the Plant Region SQE have reviewed the Implementation Plan they have the option to Request Validation of the Implementation Plan. You will receive an email about this task, and it is also viewable in your My Tasks Summary page. To validate your Implementation Plan, follow these steps:

Start by clicking on the Edit button in the menu bar to be able to edit the section that needs to be filled.

After clicking the Edit button, scroll down to the section Validation Details.

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Here you need to update the field Supplier Validation Details to give more details of validity towards your Implementation Plan.

Click the Save button in the menu bar.

Click the Submit button in the menu bar.

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Validation Rejection

Once the Plant Region SQE has reviewed your Validation Details they have the option to Request More Information from you in regards to the Validation Details. When they Request More Information you will receive an email or you can see it in your My Tasks Summary page that you need to complete this task. To update your Validation Details follow these steps:

Scroll down to the new section Validation Approval to review the Validation Approval/Rejection Comments field and, if necessary, the Validation Approval Hold Comments field.

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Edit the Validation Details section by clicking the Edit button in the menu bar.

Click the Save button in the menu bar.

Click the Re-Submit button in the menu bar. This will send the updated Validation into review.

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