External Correspondence
External correspondence is used to suggest an improvement or report a non-conformance, whether it has occurred or is anticipated to occur. It is sent to external parties as part of the quality issue handling process.
The correspondence will be listed in the External correspondence tab in the Take action stage of the Quality issue details (QISD) application. External correspondence may be created in the same tab, by clicking on the Create new... button in the lower left corner and selecting the relevant type of correspondence, making sure all the relevant information is included and correct, and then clicking the Save button. This will create the external correspondence in Status 1, Draft.
Tip
External correspondence may be created at any stage in the quality issue handling process, by clicking on the Context menu, selecting the relevant type of correspondence and following the same procedure as when creating correspondence directly in the External correspondence tab.
Note
When an external correspondence is created, the initial information is drawn from the quality issue in its current state, but the information can be edited, and additional information can be incorporated as needed.
In the External correspondence tab, the added correspondence will appear in a list view, each correspondence as a separate row. Each correspondence have four icons which allows the user to interact with it in different ways:
The Open and edit icon lets the user view and manage the correspondence
The Magnifying glass icon lets the user view signed files that are uploaded to the correspondence
The Trash can icon lets the user delete the correspondence
The Options icon lets the user Send to myself or Close external correspondence (if the correspondence is in the right status to do so).
Note
A correspondence cannot be edited after it has been set to Status 9, Closed. It can, however, be deleted.
Corrective action report (CAR)
Corrective action report (CAR) is used to send a response to the customer/supplier who has reported a deviation. For instance, it addresses issues like a product being damaged during shipment or suggestions for process enhancements. This report provides the customer/supplier with a response that justifies both short and long-term actions to prevent a recurrence.
When a corrective action report is created, there are two options to save it:
Clicking the Save button will create it in Status 1, Draft.
Clicking the Send to myself button will create it in Status 3, Waiting for verification.
Clicking the Send to myself button will send the corrective action report to the user via e-mail. If the quality issue has attached files in the File manager (FILEMANAGER) application, these may be included in the e-mail.
A corrective action report may be closed (set to Status 9, Closed) in the following ways:
When in the External correspondence tab, clicking the options icon on the correspondence and selecting the Close correspondence option, or
When in the open Corrective action report, clicking the Close correspondence button, or
When in the open Corrective action report, clicking the Send to myself button. (This alternative will send the corrective action report to the user via e-mail. If the quality issue has attached files in the File manager (FILEMANAGER) application, these may be included in the e-mail.)
NCR Concession request
NCR Concession request is used when a deviation is identified before its occurrence, requiring either prior approval or actions to address it, based on customer input. Once created and sent to the customer, the request will be visible in the External correspondence tab.
When a request is created, there are two options to save it:
Clicking the Save button will create it in Status 1, Draft.
Clicking the Send to myself button will create it in Status 2, Waiting for response.
Clicking the Send to myself button will send the NCR concession request to the user via e-mail. If the quality issue has attached files in the File manager (FILEMANAGER) application, these may be included in the e-mail.
Registering a response
When a response is received, this should be registered in the NCR concession request. Click the Open and edit icon on the NCR concession request in the External correspondence tab and then select the Response tab. Depending on the customer's decision, select the appropriate status for the correspondence:
Approved. (The correspondence will be set to Status 9, Closed.)
Conditionally approved. (The correspondence will be set to Status 8, Pending actions.)
Not approved. The correspondence will be set to Status 9, Closed.)
Based on the customer's decision, an Action should be selected, such as Scrap part/product, Credit Note, or another applicable choice. The file with the signed response could also be uploaded here, before saving the correspondence by clicking the Save button.
Note
When the NCR concession request is in Status 2, Waiting for response, a shortcut is available to register a response: Within the External relations tab, users will find an Upload button in the Response status column. Clicking this button directs users straight to the Response tab in the open NCR concession request. Here they can upload the signed document, register the response, and select an action.
NCR Deviation request
NCR Deviation request is used when deviations are discovered after the work has started, and an approval from the customer needs to be applied for. Except for the purpose of the report, the information above about NCR Concession request also applies for NCR Deviation request.
Technical clarification
Technical clarification is used when the possibility of an improvement is discovered early in the process, to request permission for alterations, (such as material changes and so on).
When a technical clarification is created, there are two options to save it:
Clicking the Save button will create it in Status 1, Draft.
Clicking the Send to myself button will create it in Status 2, Waiting for response.
Clicking the Send to myself button will send the technical clarification to the user via e-mail. If the quality issue has attached files in the File manager (FILEMANAGER) application, these may be included in the e-mail.
Registering a response
When a response is received, this should be registered in the technical clarification. Click the Open and edit icon on the technical clarification in the External correspondence tab and then select the Response tab. Depending on the customer's decision, select the appropriate status for the correspondence:
Approved. (The correspondence will be set to Status 9, Closed.)
Conditionally approved. (The correspondence will be set to Status 8, Pending actions.)
Not approved. (The correspondence will be set to Status 9, Closed.)
The file with the signed response could also be uploaded here, before saving the correspondence by clicking the Save button.
After the technical clarification has been created (either in Status 1 or in Status 2), it is also possible to set it directly to Status 9, Closed, without registering any response. This is done in the following ways:
When in the External correspondence tab, clicking the Options icon on the correspondence and selecting the Close correspondence option, or
When in the open technical clarification, clicking the Close correspondence button.
Tip
Customization of the output from these reports can be done using Telerik. This also allows for tailored output designs that can be allocated to specific customers or suppliers as needed.