8.0 (1.3) English SW_ ^PROCEDURES ISO10018,50!0,Complaints Handling v1 ^DATABASE^PROB_CAT,3,56,35 NAME,65,30,0,0 CAT,82,10,2,32 ADD1,65,10,0,44 Product not delivered 1.00 Service not/part delivered 2.00 Delay in delivering product 3.00 Delay in providing service 4.00 Defective product 5.00 Poor service 6.00 Product not conform to order 7.00 Product not ordered 8.00 Damage suffered 9.00 Refusal to honour guarantee 10.00 Refusal to sell 11.00 Refusal to provide service 12.00 Commercial/sales practices 13.00 Incorrect information 14.00 Inadequate information 15.00 Payment arrangements 16.00 Price 17.00 Price increase 18.00 Supplementary charges 19.00 Unjustified costs/billing 20.00 Terms of contract 21.00 Coverage of contract 22.00 Assessment of damage 23.00 Refusal to pay compensation 24.00 Inadequate compensation 25.00 Modification of contract 26.00 Poor performance of contract 27.00 Cancellation of contract 28.00 Cancellation of service 29.00 Loan reimbursement 30.00 Interest demanded 31.00 Failure to honour commitment 32.00 Incorrect invoicing 33.00 Delay in handling complaint 34.00 Other 35.00 ^NAMES COMPADMIN,ASSESS1,4 ^ATTRIBUTES DESCRIPTION ^PROGRAMS EXP,CALL(ACKLET1) EXP,CALL(RESLET) ^LIST^COMP_OUTCOME,65,30,0,18 Delivery of the product Repair/rework of the product Exchange of the product Cancellation of sale Enforcement of the guarantee Honouring of commitment Conclusion of a contract Cancellation of contract Cancellation of invoice Information Reassess damage Pay indemnification sum Pay down payment Reimbursement payment Price rebate Payment facilities Apology Other ^LIST^YESNO,65,3,0,2 Yes No ^PROCEDURE^ISO10018,50,RECORD1,Complaints Handling v1 ^DIRACTIVE^$PANIC1,0,1,0,4096,23,Exception notification ^ADDRESSEES SW_OWNER ^ACTIONS P$PANIC2, ^PROJECTS ^DOCUMENT +0,0, +0,0,Difficulty encountered in field &$PANICFLD& of Step &$PANICDIR& +0,0, +0,0,Has the difficulty been resolved ? $PANICRSP +35,-1,^$PANICRSP/P,"Y"\"N"\ +0,0,.IF $PANICRSP="N" +0,0,$PANICRSP +0,-1,^$PANICRSP/C,~SW_NA\ +0,0,.ENDIF ^DIRACTIVE^$PANIC2,0,2,0,4096,23,Exception resolution ^ADDRESSEES $PANICUSR ^PROJECTS ^DOCUMENT +0,0,You may now proceed with Step &$PANICDIR& ^DIRACTIVE^RECORD1,0,3,12,126,279,Record Complaint ^ADDRESSEES sw_starter ^ACTIONS Iuser_confirm="Yes" PASSESS1, E P F ^PROJECTS ^DOCUMENT +FORM_EXTRA + WINFONT,Rockwell,Bold,-16,0,0,0,700,0,0,0,0,3,2,1,18,12 +\FORM_EXTRA +0,0, +0,0, COMPANYNAME +1,-1,^COMPANYNAME/B,~"Workflow Automation Ltd"\~~ +0,0, PROCEDURENAME +1,-1,^PROCEDURENAME/B,~"Customer Feedback Handling"\~~ +0,0, PROCVERSION +1,-1,^PROCVERSION/B,~"Version 1.0.0"\~~ +0,0, +0,0, Stage 1 : Please record the details of the Complaint received. +0,0, +0,0, 1. DETAILS OF COMPLAINANT +0,0, +0,0, 1.1 Name / Organisation? COMP_NAME +26,-1,^COMP_NAME/P,~~ +0,0, +0,0, 1.2 Address? COMP_ADD1 +16,-1,^COMP_ADD1/P,~~ +0,0, COMP_ADD2 +29,-1,^COMP_ADD2/O,~~ +0,0, COMP_ADD3 +29,-1,^COMP_ADD3/O,~~ +0,0, +0,0, 1.3 Postcode? COMP_POST +16,-1,^COMP_POST/P,~~ +0,0, +0,0, 1.4 Country? COMP_COUNTRY +16,-1,^COMP_COUNTRY/P,"United Kingdom"\sw_anything\~~ +0,0, +0,0, 1.5 Phone? COMP_PHONE +18,-1,^COMP_PHONE/P,~~ +0,0, +0,0, 1.6 Fax? COMP_FAX +21,-1,^COMP_FAX/O,~~ +0,0, +0,0, 1.7 E-Mail COMP_EMAIL +18,-1,^COMP_EMAIL/O,~~ +0,0, +0,0, 1.8 Details of person acting on behalf of complainant (if applicable)? +0,0, COMP_ACTING +6,-1,^COMP_ACTING/P,~~ +0,0, 1.9 Person to be contacted (if different from above)? +0,0, COMP_CONTACT +5,-1,^COMP_CONTACT/P,~~ +0,0, +0,0, 2. PRODUCT DESCRIPTION +0,0, +0,0, 2.1 Reference number of product/order (if known)? PROD_REF +51,-1,^PROD_REF/O,~~ +0,0, +0,0, 2.2 Product Description? PROD_DESC1 +32,-1,^PROD_DESC1/P,~~ +0,0, PROD_DESC2 +57,-1,^PROD_DESC2/O,~~ +0,0, PROD_DESC3 +57,-1,^PROD_DESC3/O,~~ +0,0, PROD_DESC4 +58,-1,^PROD_DESC4/O,~~ +0,0, +0,0, 3. PROBLEM ENCOUNTERED +0,0, +0,0, 3.1 Date of occurence? PROBLEM_DATE +32,-1,^PROBLEM_DATE/P,~~ +0,0, +0,0, 3.2 Problem Description? PROBLEM_DESC1 +29,-1,^PROBLEM_DESC1/P,~~ +0,0, PROBLEM_DESC2 +56,-1,^PROBLEM_DESC2/O,~~ +0,0, PROBLEM_DESC3 +56,-1,^PROBLEM_DESC3/O,~~ +0,0, PROBLEM_DESC4 +56,-1,^PROBLEM_DESC4/O,~~ +0,0, +0,0, 4. REMEDY REQUESTED +0,0, +0,0, 4.1 Remedy Requested? REM_REQUEST +24,-1,^REM_REQUEST/P,$LIST~YESNO\~~ +0,0,.IF rem_request="Yes" +0,0, +0,0, 4.2 Remedy Description? REM_DESC1 +29,-1,^REM_DESC1/P,~~ +0,0, REM_DESC2 +56,-1,^REM_DESC2/O,~~ +0,0, REM_DESC3 +56,-1,^REM_DESC3/O,~~ +0,0, REM_DESC4 +56,-1,^REM_DESC4/O,~~ +0,0,.ENDIF +0,0, +0,0, 5. DATE, SIGNATURE +0,0, +0,0, 5.1 Date: CASESTARTDATE +16,-1,^CASESTARTDATE/B,casestartdate=sw_na~SW_DATE\~~ +0,0, +0,0, 5.2 Time: CASESTARTTIME +16,-1,^CASESTARTTIME/B,casestarttime=sw_na~sw_time\~~ +0,0, +0,0, 5.3 Started by: CASESTARTBY +24,-1,^CASESTARTBY/B,~SW_USER:DESCRIPTION\~~ +0,0, +0,0, 5.4 Are you happy that this Case Proceeds? USER_CONFIRM +46,-1,^USER_CONFIRM/P,$LIST~YESNO\~~ +0,0, +0,0, 6. ENCLOSURE +0,0, +0,0, 6.1 List of enclosed documents +0,0, ENC1 +8,-1,^ENC1/O,~~ +0,0, ENC2 +8,-1,^ENC2/O,~~ +0,0, ENC3 +8,-1,^ENC3/O,~~ +0,0, ENC4 +8,-1,^ENC4/O,~~ +0,0,COMP_ACTING +0,-1,^COMP_ACTING/C,COMP_ACTING=SW_NA~COMP_NAME\~~ +0,0,COMP_CONTACT +0,-1,^COMP_CONTACT/C,COMP_CONTACT=sw_na~COMP_NAME\~~ +0,0, ^DIRACTIVE^ASSESS1,0,4,12,145,287,Categorise Complaint ^ADDRESSEES compadmin ^DEADLINE^0 0,5,0,0,0,0 P ^ACTIONS PASSESS2, ^PROJECTS ^DOCUMENT +FORM_EXTRA + WINFONT,Rockwell,Bold,-16,0,0,0,700,0,0,0,0,3,2,1,18,12 +\FORM_EXTRA +0,0, +0,0, COMPANYNAME +1,-1,^COMPANYNAME/D,~~ +0,0, PROCEDURENAME +1,-1,^PROCEDURENAME/D,~~ +0,0, PROCVERSION +1,-1,^PROCVERSION/D,~~ +0,0, +0,0, Stage 2 : Please categorise the Complaint and send acknowledgement. +0,0, +0,0, 1. DETAILS OF COMPLAINT RECEIPT +0,0, 1.1 Date: CASESTARTDATE +24,-1,^CASESTARTDATE/D,~~ +0,0, 1.2 Time: CASESTARTTIME +24,-1,^CASESTARTTIME/D,~~ +0,0, 1.3 Name of Recipient: CASESTARTBY +24,-1,^CASESTARTBY/B,~SW_USER:DESCRIPTION\~~ +0,0, +0,0, 1.4 Complaint Medium? COMP_MEDIUM +24,-1,^COMP_MEDIUM/P,"phone"\"e-mail"\"internet"\"personally"\"postal mail"\~~ +0,0, +0,0, 1.5 Unique identifier code: ID_CODE +29,-1,^ID_CODE/B,~SW_CASEREF\~~ +0,0, +0,0, 2. DETAILS OF COMPLAINANT +0,0, 2.1 Name / Organisation: COMP_NAME +26,-1,^COMP_NAME/D,~~ +0,0, 2.2 Address: COMP_ADD1 +16,-1,^COMP_ADD1/D,~~ +0,0, COMP_ADD2 +30,-1,^COMP_ADD2/D,~~ +0,0, COMP_ADD3 +30,-1,^COMP_ADD3/D,~~ +0,0, 2.3 Postcode: COMP_POST +16,-1,^COMP_POST/D,~~ +0,0, 2.4 Country: COMP_COUNTRY +16,-1,^COMP_COUNTRY/D,~~ +0,0, 2.5 Phone: COMP_PHONE +18,-1,^COMP_PHONE/D,~~ +0,0, 2.6 Fax: COMP_FAX +21,-1,^COMP_FAX/D,~~ +0,0, 2.7 E-Mail: COMP_EMAIL +18,-1,^COMP_EMAIL/D,~~ +0,0, 2.8 Details of person acting on behalf of complainant (if applicable): +0,0, COMP_ACTING +6,-1,^COMP_ACTING/D,~~ +0,0, 2.9 Person to be contacted (if different from above): +0,0, COMP_CONTACT +5,-1,^COMP_CONTACT/D,~~ +0,0, +0,0, 3. DETAILS OF COMPLAINT +0,0, +0,0, 3.1 Reference number of complaint: ID_CODE +36,-1,^ID_CODE/D,~~ +0,0, 3.2 Reference number of product/order (if known): PROD_REF +51,-1,^PROD_REF/D,~~ +0,0, 3.3 Product Description: PROD_DESC1 +31,-1,^PROD_DESC1/D,~~ +0,0, PROD_DESC2 +56,-1,^PROD_DESC2/D,~~ +0,0, PROD_DESC3 +56,-1,^PROD_DESC3/D,~~ +0,0, PROD_DESC4 +56,-1,^PROD_DESC4/D,~~ +0,0, 3.4 Problem Description: PROBLEM_DESC1 +29,-1,^PROBLEM_DESC1/D,~~ +0,0, PROBLEM_DESC2 +55,-1,^PROBLEM_DESC2/D,~~ +0,0, PROBLEM_DESC3 +55,-1,^PROBLEM_DESC3/D,~~ +0,0, PROBLEM_DESC4 +55,-1,^PROBLEM_DESC4/D,~~ +0,0, 3.5 Remedy Requested: REM_REQUEST +29,-1,^REM_REQUEST/D,~~ +0,0,.IF rem_request="Yes" +0,0, 3.5a Remedy Description: REM_DESC1 +28,-1,^REM_DESC1/D,~~ +0,0, REM_DESC2 +56,-1,^REM_DESC2/D,~~ +0,0, REM_DESC3 +56,-1,^REM_DESC3/D,~~ +0,0, REM_DESC4 +56,-1,^REM_DESC4/D,~~ +0,0,.ENDIF +0,0, 3.6 List of enclosed documents +0,0, ENC1 +8,-1,^ENC1/D,~~ +0,0, ENC2 +8,-1,^ENC2/D,~~ +0,0, ENC3 +8,-1,^ENC3/D,~~ +0,0, ENC4 +8,-1,^ENC4/D,~~ +0,0, +0,0, 4. PROBLEM ENCOUNTERED +0,0, +0,0, 4.1 Date of problem: PROBLEM_DATE +37,-1,^PROBLEM_DATE/D,~~ +0,0, +0,0, 4.2 Recurrent problem? RECURRENCE +32,-1,^RECURRENCE/P,$LIST~YESNO\~~ +0,0, +0,0, 4.3 Problem Category? PCAT1:NAME +33,-1,^PCAT1:NAME/P,$LISTDBS\~~ +0,0,.IF pcat1:cat=4 +0,0, +0,0, 4.3a Duration of delay? PCAT1_ADDITION +35,-1,^PCAT1_ADDITION/P,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=6 +0,0, +0,0, 4.3a Details? PCAT1_ADDITION +44,-1,^PCAT1_ADDITION/P,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=35 +0,0, +0,0, 4.3a Details? PCAT1_ADDITION +44,-1,^PCAT1_ADDITION/P,~~ +0,0,.ENDIF +0,0, +0,0, 4.4 Additional information? +0,0, ADDINF1 +8,-1,^ADDINF1/O,~~ +0,0, ADDINF2 +8,-1,^ADDINF2/O,~~ +0,0, ADDINF3 +8,-1,^ADDINF3/O,~~ +0,0, +0,0, 5. FURTHER WORK. +0,0, +0,0, 5.1 Who should be assessing this complaint? ASSESSOR +46,-1,^ASSESSOR/P,$LIST~SW_USERS\~~ +0,0, +0,0, 5.2 Remarks for the Case Record? CAT_REMARK1 +35,-1,^CAT_REMARK1/O,~~ +0,0, CAT_REMARK2 +70,-1,^CAT_REMARK2/O,~~ +0,0, +0,0, 5.3 $PANICFLD +5,-1,^$PANICFLD/Q,~~EXP,CALL(ACKLET1) +5,-1,^$PANICFLD/H,Create Acknowledgement Letter +0,0,CAT_DATE CAT_NAME CAT_TIME +0,-1,^CAT_DATE/C,~SW_DATE\~~ +11,-1,^CAT_NAME/C,~SW_USER:DESCRIPTION\~~ +36,-1,^CAT_TIME/C,~SW_TIME\~~ +0,0, ^DIRACTIVE^ACKLET1,2,5,0,127,406,Acknowledgement Letter ^PROJECTS ^DOCUMENT +0,0, +0,0,temp_bool := winexist("Microsoft Word") +0,0, +0,0,if TEMP_BOOL <> 0.00 +0,0, +0,0, messagebox ("Error Message", "Microsoft Word is already running, Please close it then try again", 1, 0) +0,0, exit +0,0, +0,0,endif +0,0, +0,0,target_file := "C:\TEMP\"+SW_CASEREF+".DOC" +0,0, +0,0,temp_bool := fileexists (target_file) +0,0, +0,0,if TEMP_BOOL = 0.00 +0,0, +0,0,winmessage("Creating new Word document", 1, 1) +0,0, +0,0,filecopy ("C:\TEMP\TEMPLATE.DOC", target_file) +0,0, +0,0,endif +0,0, +0,0,winmessage("Starting Microsoft Word", 1, 1) +0,0, +0,0, winrun ("D:\Program Files\Microsoft Office\Office\WINWORD.EXE "+TARGET_FILE, 0) +0,0, +0,0, temp_bool := winexist("Microsoft Word") +0,0, temp_num := 0 +0,0, +0,0, while temp_bool = 0.00 AND temp_num < 1000 +0,0, temp_bool := winexist("Microsoft Word") +0,0, temp_num := temp_num +1 +0,0, wend +0,0, +0,0, winactivate("Microsoft Word") +0,0, +0,0,winmessage("Starting Data Transfer to Microsoft Word", 1, 1) +0,0, +0,0,;Initiating DDE +0,0,dde_ret := ddeinitiate(dde_channel,"WINWORD",TARGET_FILE) +0,0, +0,0,winmessage("Sending 1st Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_NAME from COMP_NAME +0,0,ddepoke (dde_channel, "COMP_NAME", COMP_NAME, 10) +0,0, +0,0,winmessage("Sending 2nd Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_ADD1 from COMP_ADD1 +0,0,ddepoke (dde_channel, "COMP_ADD1", COMP_ADD1, 10) +0,0, +0,0,winmessage("Sending 3rd Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_ADD2 from COMP_ADD2 +0,0,ddepoke (dde_channel, "COMP_ADD2", COMP_ADD2, 10) +0,0, +0,0,winmessage("Sending 4th Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_ADD3 from COMP_ADD3 +0,0,ddepoke (dde_channel, "COMP_ADD3", COMP_ADD3, 10) +0,0, +0,0,winmessage("Sending 5th Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_POST from COMP_POST +0,0,ddepoke (dde_channel, "COMP_POST", COMP_POST, 10) +0,0, +0,0,winmessage("Sending 6th Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_COUNTRY from COMP_COUNTRY +0,0,ddepoke (dde_channel, "COMP_COUNTRY", COMP_COUNTRY, 10) +0,0, +0,0,winmessage("Sending 7th Field", 1, 1) +0,0, +0,0,; fill bookmark ID_CODE from ID_CODE +0,0,ddepoke (dde_channel, "ID_CODE", ID_CODE, 10) +0,0, +0,0,winmessage("Sending 8th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_REF from PROD_REF +0,0,ddepoke (dde_channel, "PROD_REF", PROD_REF, 10) +0,0, +0,0,winmessage("Sending 9th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_DESC1 from PROD_DESC1 +0,0,ddepoke (dde_channel, "PROD_DESC1", PROD_DESC1, 10) +0,0, +0,0,winmessage("Sending 10th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_DESC2 from PROD_DESC2 +0,0,ddepoke (dde_channel, "PROD_DESC2", PROD_DESC2, 10) +0,0, +0,0,winmessage("Sending 11th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_DESC3 from PROD_DESC3 +0,0,ddepoke (dde_channel, "PROD_DESC3", PROD_DESC3, 10) +0,0, +0,0,winmessage("Sending 12th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_DESC4 from PROD_DESC4 +0,0,ddepoke (dde_channel, "PROD_DESC4", PROD_DESC4, 10) +0,0, +0,0,winmessage("Sending 13th Field", 1, 1) +0,0, +0,0,; fill bookmark PROBLEM_DESC1 from PROBLEM_DESC1 +0,0,ddepoke (dde_channel, "PROBLEM_DESC1", PROBLEM_DESC1, 10) +0,0, +0,0,winmessage("Sending 14th Field", 1, 1) +0,0, +0,0,; fill bookmark PROBLEM_DESC2 from PROBLEM_DESC2 +0,0,ddepoke (dde_channel, "PROBLEM_DESC2", PROBLEM_DESC2, 10) +0,0, +0,0,winmessage("Sending 15th Field", 1, 1) +0,0, +0,0,; fill bookmark PROBLEM_DESC3 from PROBLEM_DESC3 +0,0,ddepoke (dde_channel, "PROBLEM_DESC3", PROBLEM_DESC3, 10) +0,0, +0,0,winmessage("Sending 16th Field", 1, 1) +0,0, +0,0,; fill bookmark PROBLEM_DESC4 from PROBLEM_DESC4 +0,0,ddepoke (dde_channel, "PROBLEM_DESC4", PROBLEM_DESC4, 10) +0,0, +0,0,ddeterminate (dde_channel) +0,0, +0,0,winmessage("Data Transfer Complete", 1, 1) +0,0, +0,0,winmessage("", 1, 1) +0,0, ^DIRACTIVE^ASSESS2,0,6,12,173,287,Assess Complaint ^ADDRESSEES assessor ^DEADLINE^0 0,0,1,0,0,0 P ^ACTIONS PINVEST1, ^PROJECTS ^DOCUMENT +0,0, +0,0, COMPANYNAME +1,-1,^COMPANYNAME/D,~~ +0,0, PROCEDURENAME +1,-1,^PROCEDURENAME/D,~~ +0,0, PROCVERSION +1,-1,^PROCVERSION/D,~~ +0,0, +0,0, Stage 3 : Please evaluate the scope, severity and potential effects of the +0,0, Complaint. +0,0, +0,0, 1. DETAILS OF COMPLAINT RECEIPT +0,0, 1.1 Date: CASESTARTDATE +24,-1,^CASESTARTDATE/D,~~ +0,0, 1.2 Time: CASESTARTTIME +24,-1,^CASESTARTTIME/D,~~ +0,0, 1.3 Name of Recipient: CASESTARTBY +24,-1,^CASESTARTBY/B,~SW_USER:DESCRIPTION\~~ +0,0, 1.4 Complaint Medium: COMP_MEDIUM +24,-1,^COMP_MEDIUM/D,~~ +0,0, 1.5 Unique identifier code: ID_CODE +29,-1,^ID_CODE/B,~SW_CASEREF\~~ +0,0, +0,0, 2. DETAILS OF COMPLAINANT +0,0, 2.1 Name / Organisation: COMP_NAME +26,-1,^COMP_NAME/D,~~ +0,0, 2.2 Address: COMP_ADD1 +16,-1,^COMP_ADD1/D,~~ +0,0, COMP_ADD2 +16,-1,^COMP_ADD2/D,~~ +0,0, COMP_ADD3 +16,-1,^COMP_ADD3/D,~~ +0,0, 2.3 Postcode: COMP_POST +16,-1,^COMP_POST/D,~~ +0,0, 2.4 Country: COMP_COUNTRY +16,-1,^COMP_COUNTRY/D,~~ +0,0, 2.5 Phone: COMP_PHONE +16,-1,^COMP_PHONE/D,~~ +0,0, 2.6 Fax: COMP_FAX +16,-1,^COMP_FAX/D,~~ +0,0, 2.7 E-Mail: COMP_EMAIL +16,-1,^COMP_EMAIL/D,~~ +0,0, 2.8 Details of person acting on behalf of complainant (if applicable): +0,0, COMP_ACTING +6,-1,^COMP_ACTING/D,~~ +0,0, 2.9 Person to be contacted (if different from above): +0,0, COMP_CONTACT +5,-1,^COMP_CONTACT/D,~~ +0,0, +0,0, 3. DETAILS OF COMPLAINT +0,0, +0,0, 3.1 Reference number of complaint: ID_CODE +36,-1,^ID_CODE/D,~~ +0,0, 3.2 Reference number of product/order (if known): PROD_REF +51,-1,^PROD_REF/D,~~ +0,0, 3.3 Product Description: PROD_DESC1 +32,-1,^PROD_DESC1/D,~~ +0,0, PROD_DESC2 +32,-1,^PROD_DESC2/D,~~ +0,0, PROD_DESC3 +32,-1,^PROD_DESC3/D,~~ +0,0, PROD_DESC4 +32,-1,^PROD_DESC4/D,~~ +0,0, 3.4 Problem Description: PROBLEM_DESC1 +32,-1,^PROBLEM_DESC1/D,~~ +0,0, PROBLEM_DESC2 +32,-1,^PROBLEM_DESC2/D,~~ +0,0, PROBLEM_DESC3 +32,-1,^PROBLEM_DESC3/D,~~ +0,0, PROBLEM_DESC4 +32,-1,^PROBLEM_DESC4/D,~~ +0,0, 3.5 Remedy Requested: REM_REQUEST +32,-1,^REM_REQUEST/D,~~ +0,0,.IF rem_request="Yes" +0,0, 3.5a Remedy Description: REM_DESC1 +32,-1,^REM_DESC1/D,~~ +0,0, REM_DESC2 +32,-1,^REM_DESC2/D,~~ +0,0, REM_DESC3 +32,-1,^REM_DESC3/D,~~ +0,0, REM_DESC4 +32,-1,^REM_DESC4/D,~~ +0,0,.ENDIF +0,0, 3.6 List of enclosed documents ENC1 +32,-1,^ENC1/D,~~ +0,0, ENC2 +32,-1,^ENC2/D,~~ +0,0, ENC3 +32,-1,^ENC3/D,~~ +0,0, ENC4 +32,-1,^ENC4/D,~~ +0,0, +0,0, 4. PROBLEM ENCOUNTERED +0,0, +0,0, 4.1 Date of problem: PROBLEM_DATE +32,-1,^PROBLEM_DATE/D,~~ +0,0, 4.2 Recurrent problem: RECURRENCE +32,-1,^RECURRENCE/D,~~ +0,0, 4.3 Problem Category: PCAT1:NAME +32,-1,^PCAT1:NAME/D,~~ +0,0,.IF pcat1:cat=4 +0,0, 4.3a Duration of delay: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=6 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=35 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0, +0,0, 4.4 Additional information: ADDINF1 +32,-1,^ADDINF1/D,~~ +0,0, ADDINF2 +32,-1,^ADDINF2/D,~~ +0,0, ADDINF3 +32,-1,^ADDINF3/D,~~ +0,0, +0,0, 5. COMPLAINT TRACKING. +0,0, +0,0, 5.1 Categorisation & Acknowledgement: +0,0, Date: CAT_DATE CAT_TIME +14,-1,^CAT_DATE/D,~~ +25,-1,^CAT_TIME/D,~~ +0,0, Name: CAT_NAME +14,-1,^CAT_NAME/D,~~ +0,0, Remarks: CAT_REMARK1 +17,-1,^CAT_REMARK1/D,~~ +0,0, CAT_REMARK2 +17,-1,^CAT_REMARK2/D,~~ +0,0, +0,0, 6. COMPLAINT ASSESSMENT +0,0, +0,0, 6.1 Severity of the complaint? SEVERITY SW_CP_VALUE +32,-1,^SEVERITY/P,"Severe"\"Major"\"Minor"\~~ +43,-1,^SW_CP_VALUE/C,severity="severe"~100\severity="major"~200\~300\~~ +0,0, +0,0, 6.2 Complexity of the complaint? COMPLEXITY SW_CP_VALUE +34,-1,^COMPLEXITY/P,"High"\"Medium"\"low"\~~ +45,-1,^SW_CP_VALUE/C,complexity="high"~SW_CP_VALUE-50\complexity="medium"~SW_CP_VALUE-30\~SW_CP_VALUE-10\~~ +0,0, +0,0, 6.3 Impact of the complaint? IMPACT SW_CP_VALUE +30,-1,^IMPACT/P,"High"\"Medium"\"Low"\~~ +41,-1,^SW_CP_VALUE/C,impact="High"~SW_CP_VALUE-49\impact="Medium"~sw_CP_value-30\~sw_cp_value-10\~~ +0,0, +0,0, 6.4 Need for immediate action? NEED_IMP_ACT +32,-1,^NEED_IMP_ACT/P,$LIST~YESNO\~~ +0,0, +0,0, 6.5 Availability of immediate action? AVAIL_IMM_ACT +39,-1,^AVAIL_IMM_ACT/P,$LIST~YESNO\~~ +0,0, +0,0, 6.6 Likelihood of compensation? LIKE_COMP +33,-1,^LIKE_COMP/P,$LIST~YESNO\~~ +0,0, +0,0, 6.7 Who should investigate the Complaint? INVESTIGATOR +43,-1,^INVESTIGATOR/P,$LIST~SW_USERS\~~ +0,0, +0,0, 6.8 Remarks for Case Record? ASS_REMARK1 +30,-1,^ASS_REMARK1/O,~~ +0,0, ASS_REMARK2 +30,-1,^ASS_REMARK2/O,~~ +0,0,ASS_DATE ASS_TIME ASS_NAME +0,-1,^ASS_DATE/C,~sw_date\~~ +11,-1,^ASS_TIME/C,~sw_time\~~ +20,-1,^ASS_NAME/C,~SW_USER:DESCRIPTION\~~ +0,0, ^DIRACTIVE^INVEST1,0,7,12,178,287,Investigate Complaint ^ADDRESSEES investigator ^DEADLINE^0 0,0,1,0,0,0 P ^ACTIONS PRESOLVE1, ^PROJECTS ^DOCUMENT +0,0, +0,0, COMPANYNAME +1,-1,^COMPANYNAME/D,~~ +0,0, PROCEDURENAME +1,-1,^PROCEDURENAME/D,~~ +0,0, PROCVERSION +1,-1,^PROCVERSION/D,~~ +0,0, +0,0, Stage 4 : Please investigate and verify the facts relating to the Complaint. +0,0, +0,0, 1. DETAILS OF COMPLAINT RECEIPT +0,0, 1.1 Date: CASESTARTDATE +24,-1,^CASESTARTDATE/D,~~ +0,0, 1.2 Time: CASESTARTTIME +24,-1,^CASESTARTTIME/D,~~ +0,0, 1.3 Name of Recipient: CASESTARTBY +24,-1,^CASESTARTBY/B,~SW_USER:DESCRIPTION\~~ +0,0, 1.4 Complaint Medium: COMP_MEDIUM +24,-1,^COMP_MEDIUM/D,~~ +0,0, 1.5 Unique identifier code: ID_CODE +29,-1,^ID_CODE/B,~SW_CASEREF\~~ +0,0, +0,0, 2. DETAILS OF COMPLAINANT +0,0, 2.1 Name / Organisation: COMP_NAME +26,-1,^COMP_NAME/D,~~ +0,0, 2.2 Address: COMP_ADD1 +16,-1,^COMP_ADD1/D,~~ +0,0, COMP_ADD2 +16,-1,^COMP_ADD2/D,~~ +0,0, COMP_ADD3 +16,-1,^COMP_ADD3/D,~~ +0,0, 2.3 Postcode: COMP_POST +16,-1,^COMP_POST/D,~~ +0,0, 2.4 Country: COMP_COUNTRY +16,-1,^COMP_COUNTRY/D,~~ +0,0, 2.5 Phone: COMP_PHONE +16,-1,^COMP_PHONE/D,~~ +0,0, 2.6 Fax: COMP_FAX +16,-1,^COMP_FAX/D,~~ +0,0, 2.7 E-Mail: COMP_EMAIL +16,-1,^COMP_EMAIL/D,~~ +0,0, 2.8 Details of person acting on behalf of complainant (if applicable): +0,0, COMP_ACTING +6,-1,^COMP_ACTING/D,~~ +0,0, 2.9 Person to be contacted (if different from above): +0,0, COMP_CONTACT +5,-1,^COMP_CONTACT/D,~~ +0,0, +0,0, 3. DETAILS OF COMPLAINT +0,0, +0,0, 3.1 Reference number of complaint: ID_CODE +36,-1,^ID_CODE/D,~~ +0,0, 3.2 Reference number of product/order (if known): PROD_REF +51,-1,^PROD_REF/D,~~ +0,0, 3.3 Product Description: PROD_DESC1 +32,-1,^PROD_DESC1/D,~~ +0,0, PROD_DESC2 +32,-1,^PROD_DESC2/D,~~ +0,0, PROD_DESC3 +32,-1,^PROD_DESC3/D,~~ +0,0, PROD_DESC4 +32,-1,^PROD_DESC4/D,~~ +0,0, 3.4 Problem Description: PROBLEM_DESC1 +32,-1,^PROBLEM_DESC1/D,~~ +0,0, PROBLEM_DESC2 +32,-1,^PROBLEM_DESC2/D,~~ +0,0, PROBLEM_DESC3 +32,-1,^PROBLEM_DESC3/D,~~ +0,0, PROBLEM_DESC4 +32,-1,^PROBLEM_DESC4/D,~~ +0,0, 3.5 Remedy Requested: REM_REQUEST +32,-1,^REM_REQUEST/D,~~ +0,0,.IF rem_request="Yes" +0,0, 3.5a Remedy Description: REM_DESC1 +32,-1,^REM_DESC1/D,~~ +0,0, REM_DESC2 +32,-1,^REM_DESC2/D,~~ +0,0, REM_DESC3 +32,-1,^REM_DESC3/D,~~ +0,0, REM_DESC4 +32,-1,^REM_DESC4/D,~~ +0,0,.ENDIF +0,0, 3.6 List of enclosed documents ENC1 +32,-1,^ENC1/D,~~ +0,0, ENC2 +32,-1,^ENC2/D,~~ +0,0, ENC3 +32,-1,^ENC3/D,~~ +0,0, ENC4 +32,-1,^ENC4/D,~~ +0,0, +0,0, 4. PROBLEM ENCOUNTERED +0,0, +0,0, 4.1 Date of problem: PROBLEM_DATE +32,-1,^PROBLEM_DATE/D,~~ +0,0, 4.2 Recurrent problem: RECURRENCE +32,-1,^RECURRENCE/D,~~ +0,0, 4.3 Problem Category: PCAT1:NAME +32,-1,^PCAT1:NAME/D,~~ +0,0,.IF pcat1:cat=4 +0,0, 4.3a Duration of delay: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=6 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=35 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0, +0,0, 4.4 Additional information: ADDINF1 +32,-1,^ADDINF1/D,~~ +0,0, ADDINF2 +32,-1,^ADDINF2/D,~~ +0,0, ADDINF3 +32,-1,^ADDINF3/D,~~ +0,0, +0,0, 5. COMPLAINT ASSESSMENT +0,0, +0,0, 5.1 Severity of the complaint: SEVERITY +32,-1,^SEVERITY/D,~~ +0,0, 5.2 Complexity of the complaint: COMPLEXITY +34,-1,^COMPLEXITY/D,~~ +0,0, 5.3 Impact of the complaint: IMPACT +30,-1,^IMPACT/D,~~ +0,0, 5.4 Need for immediate action: NEED_IMP_ACT +32,-1,^NEED_IMP_ACT/D,~~ +0,0, 5.5 Availability of immediate action: AVAIL_IMM_ACT +39,-1,^AVAIL_IMM_ACT/D,~~ +0,0, 5.6 Likelihood of compensation: LIKE_COMP +33,-1,^LIKE_COMP/D,~~ +0,0, +0,0, 6. COMPLAINT TRACKING. +0,0, +0,0, 6.1 Categorisation & Acknowledgement: +0,0, Date: CAT_DATE CAT_TIME +14,-1,^CAT_DATE/D,~~ +25,-1,^CAT_TIME/D,~~ +0,0, Name: CAT_NAME +14,-1,^CAT_NAME/D,~~ +0,0, Remarks: CAT_REMARK1 +17,-1,^CAT_REMARK1/D,~~ +0,0, CAT_REMARK2 +17,-1,^CAT_REMARK2/D,~~ +0,0, 6.2 Assessment: +0,0, Date: ASS_DATE ASS_TIME +14,-1,^ASS_DATE/D,~~ +25,-1,^ASS_TIME/D,~~ +0,0, Name: ASS_NAME +14,-1,^ASS_NAME/D,~~ +0,0, Remarks: ASS_REMARK1 +17,-1,^ASS_REMARK1/D,~~ +0,0, ASS_REMARK2 +17,-1,^ASS_REMARK2/D,~~ +0,0, +0,0, 7. INVESTIGATION +0,0, +0,0, 7.1 What is the outcome INV_OUTCOME1 +32,-1,^INV_OUTCOME1/P,~~ +0,0, of the investigation? INV_OUTCOME2 +32,-1,^INV_OUTCOME2/O,~~ +0,0, INV_OUTCOME3 +32,-1,^INV_OUTCOME3/O,~~ +0,0, +0,0, 7.2 Who should resolve the Complaint? RESOLVER +39,-1,^RESOLVER/P,$LIST~SW_USERS\~~ +0,0, +0,0, 7.3 Remarks for Case Record? INV_REMARK1 +30,-1,^INV_REMARK1/O,~~ +0,0, INV_REMARK2 +30,-1,^INV_REMARK2/O,~~ +0,0,INV_DATE INV_TIME INV_NAME +0,-1,^INV_DATE/C,~SW_DATE\~~ +11,-1,^INV_TIME/C,~SW_TIME\~~ +20,-1,^INV_NAME/C,~SW_USER:DESCRIPTION\~~ +0,0, ^DIRACTIVE^RESOLVE1,0,8,12,244,287,Resolve Complaint ^ADDRESSEES resolver ^DEADLINE^0 0,0,1,0,0,0 P ^ACTIONS Icorrection="Yes" PCORRECT1, E PCLOSE1, F ^PROJECTS ^DOCUMENT +0,0, +0,0, COMPANYNAME +1,-1,^COMPANYNAME/D,~~ +0,0, PROCEDURENAME +1,-1,^PROCEDURENAME/D,~~ +0,0, PROCVERSION +1,-1,^PROCVERSION/D,~~ +0,0, +0,0, Stage 5 : Please resolve this Complaint. +0,0, +0,0, 1. DETAILS OF COMPLAINT RECEIPT +0,0, 1.1 Date: CASESTARTDATE +24,-1,^CASESTARTDATE/D,~~ +0,0, 1.2 Time: CASESTARTTIME +24,-1,^CASESTARTTIME/D,~~ +0,0, 1.3 Name of Recipient: CASESTARTBY +24,-1,^CASESTARTBY/B,~SW_USER:DESCRIPTION\~~ +0,0, 1.4 Complaint Medium: COMP_MEDIUM +24,-1,^COMP_MEDIUM/D,~~ +0,0, 1.5 Unique identifier code: ID_CODE +29,-1,^ID_CODE/B,~SW_CASEREF\~~ +0,0, +0,0, 2. DETAILS OF COMPLAINANT +0,0, 2.1 Name / Organisation: COMP_NAME +26,-1,^COMP_NAME/D,~~ +0,0, 2.2 Address: COMP_ADD1 +16,-1,^COMP_ADD1/D,~~ +0,0, COMP_ADD2 +16,-1,^COMP_ADD2/D,~~ +0,0, COMP_ADD3 +16,-1,^COMP_ADD3/D,~~ +0,0, 2.3 Postcode: COMP_POST +16,-1,^COMP_POST/D,~~ +0,0, 2.4 Country: COMP_COUNTRY +16,-1,^COMP_COUNTRY/D,~~ +0,0, 2.5 Phone: COMP_PHONE +16,-1,^COMP_PHONE/D,~~ +0,0, 2.6 Fax: COMP_FAX +16,-1,^COMP_FAX/D,~~ +0,0, 2.7 E-Mail: COMP_EMAIL +16,-1,^COMP_EMAIL/D,~~ +0,0, 2.8 Details of person acting on behalf of complainant (if applicable): +0,0, COMP_ACTING +6,-1,^COMP_ACTING/D,~~ +0,0, 2.9 Person to be contacted (if different from above): +0,0, COMP_CONTACT +5,-1,^COMP_CONTACT/D,~~ +0,0, +0,0, 3. DETAILS OF COMPLAINT +0,0, +0,0, 3.1 Reference number of complaint: ID_CODE +36,-1,^ID_CODE/D,~~ +0,0, 3.2 Reference number of product/order (if known): PROD_REF +51,-1,^PROD_REF/D,~~ +0,0, 3.3 Product Description: PROD_DESC1 +32,-1,^PROD_DESC1/D,~~ +0,0, PROD_DESC2 +32,-1,^PROD_DESC2/D,~~ +0,0, PROD_DESC3 +32,-1,^PROD_DESC3/D,~~ +0,0, PROD_DESC4 +32,-1,^PROD_DESC4/D,~~ +0,0, 3.4 Problem Description: PROBLEM_DESC1 +32,-1,^PROBLEM_DESC1/D,~~ +0,0, PROBLEM_DESC2 +32,-1,^PROBLEM_DESC2/D,~~ +0,0, PROBLEM_DESC3 +32,-1,^PROBLEM_DESC3/D,~~ +0,0, PROBLEM_DESC4 +32,-1,^PROBLEM_DESC4/D,~~ +0,0, 3.5 Remedy Requested: REM_REQUEST +32,-1,^REM_REQUEST/D,~~ +0,0,.IF rem_request="Yes" +0,0, 3.5a Remedy Description: REM_DESC1 +32,-1,^REM_DESC1/D,~~ +0,0, REM_DESC2 +32,-1,^REM_DESC2/D,~~ +0,0, REM_DESC3 +32,-1,^REM_DESC3/D,~~ +0,0, REM_DESC4 +32,-1,^REM_DESC4/D,~~ +0,0,.ENDIF +0,0, 3.6 List of enclosed documents ENC1 +32,-1,^ENC1/D,~~ +0,0, ENC2 +32,-1,^ENC2/D,~~ +0,0, ENC3 +32,-1,^ENC3/D,~~ +0,0, ENC4 +32,-1,^ENC4/D,~~ +0,0, +0,0, 4. PROBLEM ENCOUNTERED +0,0, +0,0, 4.1 Date of problem: PROBLEM_DATE +32,-1,^PROBLEM_DATE/D,~~ +0,0, 4.2 Recurrent problem: RECURRENCE +32,-1,^RECURRENCE/D,~~ +0,0, 4.3 Problem Category: PCAT1:NAME +32,-1,^PCAT1:NAME/D,~~ +0,0,.IF pcat1:cat=4 +0,0, 4.3a Duration of delay: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=6 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=35 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0, +0,0, 4.4 Additional information: ADDINF1 +32,-1,^ADDINF1/D,~~ +0,0, ADDINF2 +32,-1,^ADDINF2/D,~~ +0,0, ADDINF3 +32,-1,^ADDINF3/D,~~ +0,0, +0,0, 5. COMPLAINT ASSESSMENT +0,0, +0,0, 5.1 Severity of the complaint: SEVERITY +32,-1,^SEVERITY/D,~~ +0,0, 5.2 Complexity of the complaint: COMPLEXITY +34,-1,^COMPLEXITY/D,~~ +0,0, 5.3 Impact of the complaint: IMPACT +30,-1,^IMPACT/D,~~ +0,0, 5.4 Need for immediate action: NEED_IMP_ACT +32,-1,^NEED_IMP_ACT/D,~~ +0,0, 5.5 Availability of immediate action: AVAIL_IMM_ACT +39,-1,^AVAIL_IMM_ACT/D,~~ +0,0, 5.6 Likelihood of compensation: LIKE_COMP +33,-1,^LIKE_COMP/D,~~ +0,0, +0,0, 6. INVESTIGATION +0,0, +0,0, 6.1 The outcome of the INV_OUTCOME1 +29,-1,^INV_OUTCOME1/D,~~ +0,0, investigation was: INV_OUTCOME2 +29,-1,^INV_OUTCOME2/D,~~ +0,0, INV_OUTCOME3 +29,-1,^INV_OUTCOME3/D,~~ +0,0, +0,0, 7. COMPLAINT TRACKING. +0,0, +0,0, 7.1 Categorisation & Acknowledgement: +0,0, Date: CAT_DATE CAT_TIME +14,-1,^CAT_DATE/D,~~ +25,-1,^CAT_TIME/D,~~ +0,0, Name: CAT_NAME +14,-1,^CAT_NAME/D,~~ +0,0, Remarks: CAT_REMARK1 +17,-1,^CAT_REMARK1/D,~~ +0,0, CAT_REMARK2 +17,-1,^CAT_REMARK2/D,~~ +0,0, 7.2 Assessment: +0,0, Date: ASS_DATE ASS_TIME +14,-1,^ASS_DATE/D,~~ +25,-1,^ASS_TIME/D,~~ +0,0, Name: ASS_NAME +14,-1,^ASS_NAME/D,~~ +0,0, Remarks: ASS_REMARK1 +17,-1,^ASS_REMARK1/D,~~ +0,0, ASS_REMARK2 +17,-1,^ASS_REMARK2/D,~~ +0,0, 7.3 Investigation: +0,0, Date: INV_DATE INV_TIME +14,-1,^INV_DATE/D,~~ +25,-1,^INV_TIME/D,~~ +0,0, Name: INV_NAME +14,-1,^INV_NAME/D,~~ +0,0, Remarks: INV_REMARK1 +17,-1,^INV_REMARK1/D,~~ +0,0, INV_REMARK2 +17,-1,^INV_REMARK2/D,~~ +0,0, +0,0, 8. COMPLAINT RESOLUTION. +0,0, +0,0, 8.1 Action to be taken? COMP_OUTCOME +25,-1,^COMP_OUTCOME/P,$LIST~COMP_OUTCOME\~~ +0,0,.IF comp_outcome="pay indemnification sum" +0,0, +0,0, 8.1a in the sum of? OUTCOME_ADD +21,-1,^OUTCOME_ADD/P,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="pay down payment" +0,0, +0,0, 8.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/P,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="reimbursement payment" +0,0, +0,0, 8.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/P,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="price rebate" +0,0, +0,0, 8.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/P,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="other" +0,0, +0,0, 8.1a Details? OUTCOME_ADD +15,-1,^OUTCOME_ADD/P,~~ +0,0,.ENDIF +0,0, +0,0, 8.2 Are internal corrective actions required? CORRECTION +47,-1,^CORRECTION/P,$LIST~YESNO\~~ +0,0,.IF correction="yes" +0,0, +0,0, 8.3 Who should take the corrective action? CORRECTOR +44,-1,^CORRECTOR/P,$LIST~SW_USERS\~~ +0,0,.OTHERWISE +0,0, +0,0, 8.3 Who should close the Complaint? CLOSER +37,-1,^CLOSER/P,$LIST~SW_USERS\~~ +0,0,.ENDIF +0,0, +0,0, 8.4 $PANICFLD +5,-1,^$PANICFLD/Q,~~EXP,CALL(RESLET) +5,-1,^$PANICFLD/H,Create Resolution Letter +0,0, +0,0, 8.5 Remarks for Case Record? RES_REMARK1 +30,-1,^RES_REMARK1/O,~~ +0,0, RES_REMARK2 +30,-1,^RES_REMARK2/O,~~ +0,0,RES_DATE RES_TIME RES_NAME +0,-1,^RES_DATE/C,~sw_date\~~ +11,-1,^RES_TIME/C,~sw_time\~~ +20,-1,^RES_NAME/C,~sw_user:description\~~ +0,0, ^DIRACTIVE^ISSUES,0,9,12,33,407,Issues Log ^ADDRESSEES sw_starter ^ACTIONS P ^PROJECTS ^DOCUMENT +0,0,Issues Log: +0,0, +0,0,1) Don't have anywhere to record the customers assessment of the problem's +0,0,importance. +0,0, +0,0,2) Could build in the owners of key stages according to product/service +0,0,identified. +0,0, +0,0,3) There only seems to be one "complaint". There needs to be more sub +0,0,categories assignable. +0,0, +0,0,4) The target dates for stages should be linked to a business rule. +0,0, +0,0,5) I made up a "priority" system for the instance based on severity, +0,0,complexity and impact. +0,0, +0,0,6) Cannot record "age" of the product/service. (eg in warranty/not current +0,0,product. +0,0, +0,0,7) Could have web complaints or complaint directly typed in by complainant +0,0,(mainly internal complaints). +0,0, +0,0,8) Could decide to skip stages based on type of problem. +0,0, +0,0,9) Resolution options could be related to category type selected. +0,0, +0,0,10) Problem categories could be grouped for easier identification, such as +0,0,Product, service or other. +0,0, +0,0,11) Problem categories can be made client specific. +0,0, +0,0,12) Escalation path if deadlines not met? +0,0, ^DIRACTIVE^RESLET,2,10,0,127,406,Resolution Letter ^PROJECTS ^DOCUMENT +0,0, +0,0,temp_bool := winexist("Microsoft Word") +0,0, +0,0,if TEMP_BOOL <> 0.00 +0,0, +0,0, messagebox ("Error Message", "Microsoft Word is already running, Please close it then try again", 1, 0) +0,0, exit +0,0, +0,0,endif +0,0, +0,0,target_file := "C:\TEMP\"+SW_CASEREF+"_1.DOC" +0,0, +0,0,temp_bool := fileexists (target_file) +0,0, +0,0,if TEMP_BOOL = 0.00 +0,0, +0,0,winmessage("Creating new Word document", 1, 1) +0,0, +0,0,filecopy ("C:\TEMP\TEMPLATE.DOC", target_file) +0,0, +0,0,endif +0,0, +0,0,winmessage("Starting Microsoft Word", 1, 1) +0,0, +0,0, winrun ("D:\Program Files\Microsoft Office\Office\WINWORD.EXE "+TARGET_FILE, 0) +0,0, +0,0, temp_bool := winexist("Microsoft Word") +0,0, temp_num := 0 +0,0, +0,0, while temp_bool = 0.00 AND temp_num < 1000 +0,0, temp_bool := winexist("Microsoft Word") +0,0, temp_num := temp_num +1 +0,0, wend +0,0, +0,0, winactivate("Microsoft Word") +0,0, +0,0,winmessage("Starting Data Transfer to Microsoft Word", 1, 1) +0,0, +0,0,;Initiating DDE +0,0,dde_ret := ddeinitiate(dde_channel,"WINWORD",TARGET_FILE) +0,0, +0,0,winmessage("Sending 1st Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_NAME from COMP_NAME +0,0,ddepoke (dde_channel, "COMP_NAME", COMP_NAME, 10) +0,0, +0,0,winmessage("Sending 2nd Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_ADD1 from COMP_ADD1 +0,0,ddepoke (dde_channel, "COMP_ADD1", COMP_ADD1, 10) +0,0, +0,0,winmessage("Sending 3rd Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_ADD2 from COMP_ADD2 +0,0,ddepoke (dde_channel, "COMP_ADD2", COMP_ADD2, 10) +0,0, +0,0,winmessage("Sending 4th Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_ADD3 from COMP_ADD3 +0,0,ddepoke (dde_channel, "COMP_ADD3", COMP_ADD3, 10) +0,0, +0,0,winmessage("Sending 5th Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_POST from COMP_POST +0,0,ddepoke (dde_channel, "COMP_POST", COMP_POST, 10) +0,0, +0,0,winmessage("Sending 6th Field", 1, 1) +0,0, +0,0,; fill bookmark COMP_COUNTRY from COMP_COUNTRY +0,0,ddepoke (dde_channel, "COMP_COUNTRY", COMP_COUNTRY, 10) +0,0, +0,0,winmessage("Sending 7th Field", 1, 1) +0,0, +0,0,; fill bookmark ID_CODE from ID_CODE +0,0,ddepoke (dde_channel, "ID_CODE", ID_CODE, 10) +0,0, +0,0,winmessage("Sending 8th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_REF from PROD_REF +0,0,ddepoke (dde_channel, "PROD_REF", PROD_REF, 10) +0,0, +0,0,winmessage("Sending 9th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_DESC1 from PROD_DESC1 +0,0,ddepoke (dde_channel, "PROD_DESC1", PROD_DESC1, 10) +0,0, +0,0,winmessage("Sending 10th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_DESC2 from PROD_DESC2 +0,0,ddepoke (dde_channel, "PROD_DESC2", PROD_DESC2, 10) +0,0, +0,0,winmessage("Sending 11th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_DESC3 from PROD_DESC3 +0,0,ddepoke (dde_channel, "PROD_DESC3", PROD_DESC3, 10) +0,0, +0,0,winmessage("Sending 12th Field", 1, 1) +0,0, +0,0,; fill bookmark PROD_DESC4 from PROD_DESC4 +0,0,ddepoke (dde_channel, "PROD_DESC4", PROD_DESC4, 10) +0,0, +0,0,winmessage("Sending 13th Field", 1, 1) +0,0, +0,0,; fill bookmark PROBLEM_DESC1 from PROBLEM_DESC1 +0,0,ddepoke (dde_channel, "PROBLEM_DESC1", PROBLEM_DESC1, 10) +0,0, +0,0,winmessage("Sending 14th Field", 1, 1) +0,0, +0,0,; fill bookmark PROBLEM_DESC2 from PROBLEM_DESC2 +0,0,ddepoke (dde_channel, "PROBLEM_DESC2", PROBLEM_DESC2, 10) +0,0, +0,0,winmessage("Sending 15th Field", 1, 1) +0,0, +0,0,; fill bookmark PROBLEM_DESC3 from PROBLEM_DESC3 +0,0,ddepoke (dde_channel, "PROBLEM_DESC3", PROBLEM_DESC3, 10) +0,0, +0,0,winmessage("Sending 16th Field", 1, 1) +0,0, +0,0,; fill bookmark PROBLEM_DESC4 from PROBLEM_DESC4 +0,0,ddepoke (dde_channel, "PROBLEM_DESC4", PROBLEM_DESC4, 10) +0,0, +0,0,ddeterminate (dde_channel) +0,0, +0,0,winmessage("Data Transfer Complete", 1, 1) +0,0, +0,0,winmessage("", 1, 1) +0,0, ^DIRACTIVE^CORRECT1,0,11,12,243,287,Corrective Action ^ADDRESSEES corrector ^DEADLINE^0 0,0,1,0,0,0 P ^ACTIONS PCORRECT2, ^PROJECTS ^DOCUMENT +0,0, +0,0, COMPANYNAME +1,-1,^COMPANYNAME/D,~~ +0,0, PROCEDURENAME +1,-1,^PROCEDURENAME/D,~~ +0,0, PROCVERSION +1,-1,^PROCVERSION/D,~~ +0,0, +0,0, Stage 6 : Please start the necessary corrective action to reduce the +0,0,likelihood of this Complaint happening again. +0,0, +0,0, 1. DETAILS OF COMPLAINT RECEIPT +0,0, 1.1 Date: CASESTARTDATE +24,-1,^CASESTARTDATE/D,~~ +0,0, 1.2 Time: CASESTARTTIME +24,-1,^CASESTARTTIME/D,~~ +0,0, 1.3 Name of Recipient: CASESTARTBY +24,-1,^CASESTARTBY/B,~SW_USER:DESCRIPTION\~~ +0,0, 1.4 Complaint Medium: COMP_MEDIUM +24,-1,^COMP_MEDIUM/D,~~ +0,0, 1.5 Unique identifier code: ID_CODE +29,-1,^ID_CODE/B,~SW_CASEREF\~~ +0,0, +0,0, 2. DETAILS OF COMPLAINANT +0,0, 2.1 Name / Organisation: COMP_NAME +26,-1,^COMP_NAME/D,~~ +0,0, 2.2 Address: COMP_ADD1 +16,-1,^COMP_ADD1/D,~~ +0,0, COMP_ADD2 +16,-1,^COMP_ADD2/D,~~ +0,0, COMP_ADD3 +16,-1,^COMP_ADD3/D,~~ +0,0, 2.3 Postcode: COMP_POST +16,-1,^COMP_POST/D,~~ +0,0, 2.4 Country: COMP_COUNTRY +16,-1,^COMP_COUNTRY/D,~~ +0,0, 2.5 Phone: COMP_PHONE +16,-1,^COMP_PHONE/D,~~ +0,0, 2.6 Fax: COMP_FAX +16,-1,^COMP_FAX/D,~~ +0,0, 2.7 E-Mail: COMP_EMAIL +16,-1,^COMP_EMAIL/D,~~ +0,0, 2.8 Details of person acting on behalf of complainant (if applicable): +0,0, COMP_ACTING +6,-1,^COMP_ACTING/D,~~ +0,0, 2.9 Person to be contacted (if different from above): +0,0, COMP_CONTACT +5,-1,^COMP_CONTACT/D,~~ +0,0, +0,0, 3. DETAILS OF COMPLAINT +0,0, +0,0, 3.1 Reference number of complaint: ID_CODE +36,-1,^ID_CODE/D,~~ +0,0, 3.2 Reference number of product/order (if known): PROD_REF +51,-1,^PROD_REF/D,~~ +0,0, 3.3 Product Description: PROD_DESC1 +32,-1,^PROD_DESC1/D,~~ +0,0, PROD_DESC2 +32,-1,^PROD_DESC2/D,~~ +0,0, PROD_DESC3 +32,-1,^PROD_DESC3/D,~~ +0,0, PROD_DESC4 +32,-1,^PROD_DESC4/D,~~ +0,0, 3.4 Problem Description: PROBLEM_DESC1 +32,-1,^PROBLEM_DESC1/D,~~ +0,0, PROBLEM_DESC2 +32,-1,^PROBLEM_DESC2/D,~~ +0,0, PROBLEM_DESC3 +32,-1,^PROBLEM_DESC3/D,~~ +0,0, PROBLEM_DESC4 +32,-1,^PROBLEM_DESC4/D,~~ +0,0, 3.5 Remedy Requested: REM_REQUEST +32,-1,^REM_REQUEST/D,~~ +0,0,.IF rem_request="Yes" +0,0, 3.5a Remedy Description: REM_DESC1 +32,-1,^REM_DESC1/D,~~ +0,0, REM_DESC2 +32,-1,^REM_DESC2/D,~~ +0,0, REM_DESC3 +32,-1,^REM_DESC3/D,~~ +0,0, REM_DESC4 +32,-1,^REM_DESC4/D,~~ +0,0,.ENDIF +0,0, 3.6 List of enclosed documents ENC1 +32,-1,^ENC1/D,~~ +0,0, ENC2 +32,-1,^ENC2/D,~~ +0,0, ENC3 +32,-1,^ENC3/D,~~ +0,0, ENC4 +32,-1,^ENC4/D,~~ +0,0, +0,0, 4. PROBLEM ENCOUNTERED +0,0, +0,0, 4.1 Date of problem: PROBLEM_DATE +32,-1,^PROBLEM_DATE/D,~~ +0,0, 4.2 Recurrent problem: RECURRENCE +32,-1,^RECURRENCE/D,~~ +0,0, 4.3 Problem Category: PCAT1:NAME +32,-1,^PCAT1:NAME/D,~~ +0,0,.IF pcat1:cat=4 +0,0, 4.3a Duration of delay: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=6 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=35 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0, +0,0, 4.4 Additional information: ADDINF1 +32,-1,^ADDINF1/D,~~ +0,0, ADDINF2 +32,-1,^ADDINF2/D,~~ +0,0, ADDINF3 +32,-1,^ADDINF3/D,~~ +0,0, +0,0, 5. COMPLAINT ASSESSMENT +0,0, +0,0, 5.1 Severity of the complaint: SEVERITY +32,-1,^SEVERITY/D,~~ +0,0, 5.2 Complexity of the complaint: COMPLEXITY +34,-1,^COMPLEXITY/D,~~ +0,0, 5.3 Impact of the complaint: IMPACT +30,-1,^IMPACT/D,~~ +0,0, 5.4 Need for immediate action: NEED_IMP_ACT +32,-1,^NEED_IMP_ACT/D,~~ +0,0, 5.5 Availability of immediate action: AVAIL_IMM_ACT +39,-1,^AVAIL_IMM_ACT/D,~~ +0,0, 5.6 Likelihood of compensation: LIKE_COMP +33,-1,^LIKE_COMP/D,~~ +0,0, +0,0, 6. INVESTIGATION +0,0, +0,0, 6.1 The outcome of the INV_OUTCOME1 +29,-1,^INV_OUTCOME1/D,~~ +0,0, investigation was: INV_OUTCOME2 +29,-1,^INV_OUTCOME2/D,~~ +0,0, INV_OUTCOME3 +29,-1,^INV_OUTCOME3/D,~~ +0,0, +0,0, 7. COMPLAINT RESOLUTION. +0,0, +0,0, 7.1 Action taken: COMP_OUTCOME +19,-1,^COMP_OUTCOME/D,~~ +0,0,.IF comp_outcome="pay indemnification sum" +0,0, 7.1a in the sum of? OUTCOME_ADD +21,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="pay down payment" +0,0, 7.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="reimbursement payment" +0,0, 7.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="price rebate" +0,0, 7.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="other" +0,0, 7.1a Details? OUTCOME_ADD +15,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0, +0,0, 8. COMPLAINT TRACKING. +0,0, +0,0, 8.1 Categorisation & Acknowledgement: +0,0, Date: CAT_DATE CAT_TIME +14,-1,^CAT_DATE/D,~~ +25,-1,^CAT_TIME/D,~~ +0,0, Name: CAT_NAME +14,-1,^CAT_NAME/D,~~ +0,0, Remarks: CAT_REMARK1 +17,-1,^CAT_REMARK1/D,~~ +0,0, CAT_REMARK2 +17,-1,^CAT_REMARK2/D,~~ +0,0, 8.2 Assessment: +0,0, Date: ASS_DATE ASS_TIME +14,-1,^ASS_DATE/D,~~ +25,-1,^ASS_TIME/D,~~ +0,0, Name: ASS_NAME +14,-1,^ASS_NAME/D,~~ +0,0, Remarks: ASS_REMARK1 +17,-1,^ASS_REMARK1/D,~~ +0,0, ASS_REMARK2 +17,-1,^ASS_REMARK2/D,~~ +0,0, 8.3 Investigation: +0,0, Date: INV_DATE INV_TIME +14,-1,^INV_DATE/D,~~ +25,-1,^INV_TIME/D,~~ +0,0, Name: INV_NAME +14,-1,^INV_NAME/D,~~ +0,0, Remarks: INV_REMARK1 +17,-1,^INV_REMARK1/D,~~ +0,0, INV_REMARK2 +17,-1,^INV_REMARK2/D,~~ +0,0, 8.4 Resolution: +0,0, Date: RES_DATE RES_TIME +14,-1,^RES_DATE/D,~~ +25,-1,^RES_TIME/D,~~ +0,0, Name: RES_NAME +14,-1,^RES_NAME/D,~~ +0,0, Remarks: RES_REMARK1 +17,-1,^RES_REMARK1/D,~~ +0,0, RES_REMARK2 +17,-1,^RES_REMARK2/D,~~ +0,0, +0,0, 9. CORRECTIVE ACTION. +0,0, +0,0, 9.1 Please describe the action taken? +0,0, COR_ACTION1 +8,-1,^COR_ACTION1/P,~~ +0,0, COR_ACTION2 +8,-1,^COR_ACTION2/O,~~ +0,0, COR_ACTION3 +8,-1,^COR_ACTION3/O,~~ +0,0, +0,0, 9.2 When will the results of the corrective action be in place? COR_ACT_DATE +65,-1,^COR_ACT_DATE/P,~~ +0,0, +0,0, 9.3 Remarks for Case Record? COR1_REMARK1 +30,-1,^COR1_REMARK1/O,~~ +0,0, COR1_REMARK2 +30,-1,^COR1_REMARK2/O,~~ +0,0,COR1_DATE COR1_TIME COR1_NAME +0,-1,^COR1_DATE/C,~sw_date\~~ +11,-1,^COR1_TIME/C,~sw_time\~~ +21,-1,^COR1_NAME/C,~sw_user:description\~~ +0,0, ^DIRACTIVE^CLOSE1,0,12,12,258,287,Close Case ^ADDRESSEES closer ^DEADLINE^0 0,0,1,0,0,0 P ^ACTIONS P ^PROJECTS ^DOCUMENT +0,0, +0,0, COMPANYNAME +1,-1,^COMPANYNAME/D,~~ +0,0, PROCEDURENAME +1,-1,^PROCEDURENAME/D,~~ +0,0, PROCVERSION +1,-1,^PROCVERSION/D,~~ +0,0, +0,0, Stage 8 : This case is now complete, please close the file and remove this +0,0, step. +0,0, +0,0, 1. DETAILS OF COMPLAINT RECEIPT +0,0, 1.1 Date: CASESTARTDATE +24,-1,^CASESTARTDATE/D,~~ +0,0, 1.2 Time: CASESTARTTIME +24,-1,^CASESTARTTIME/D,~~ +0,0, 1.3 Name of Recipient: CASESTARTBY +24,-1,^CASESTARTBY/B,~SW_USER:DESCRIPTION\~~ +0,0, 1.4 Complaint Medium: COMP_MEDIUM +24,-1,^COMP_MEDIUM/D,~~ +0,0, 1.5 Unique identifier code: ID_CODE +29,-1,^ID_CODE/B,~SW_CASEREF\~~ +0,0, +0,0, 2. DETAILS OF COMPLAINANT +0,0, 2.1 Name / Organisation: COMP_NAME +26,-1,^COMP_NAME/D,~~ +0,0, 2.2 Address: COMP_ADD1 +16,-1,^COMP_ADD1/D,~~ +0,0, COMP_ADD2 +16,-1,^COMP_ADD2/D,~~ +0,0, COMP_ADD3 +16,-1,^COMP_ADD3/D,~~ +0,0, 2.3 Postcode: COMP_POST +16,-1,^COMP_POST/D,~~ +0,0, 2.4 Country: COMP_COUNTRY +16,-1,^COMP_COUNTRY/D,~~ +0,0, 2.5 Phone: COMP_PHONE +16,-1,^COMP_PHONE/D,~~ +0,0, 2.6 Fax: COMP_FAX +16,-1,^COMP_FAX/D,~~ +0,0, 2.7 E-Mail: COMP_EMAIL +16,-1,^COMP_EMAIL/D,~~ +0,0, 2.8 Details of person acting on behalf of complainant (if applicable): +0,0, COMP_ACTING +6,-1,^COMP_ACTING/D,~~ +0,0, 2.9 Person to be contacted (if different from above): +0,0, COMP_CONTACT +5,-1,^COMP_CONTACT/D,~~ +0,0, +0,0, 3. DETAILS OF COMPLAINT +0,0, +0,0, 3.1 Reference number of complaint: ID_CODE +36,-1,^ID_CODE/D,~~ +0,0, 3.2 Reference number of product/order (if known): PROD_REF +51,-1,^PROD_REF/D,~~ +0,0, 3.3 Product Description: PROD_DESC1 +32,-1,^PROD_DESC1/D,~~ +0,0, PROD_DESC2 +32,-1,^PROD_DESC2/D,~~ +0,0, PROD_DESC3 +32,-1,^PROD_DESC3/D,~~ +0,0, PROD_DESC4 +32,-1,^PROD_DESC4/D,~~ +0,0, 3.4 Problem Description: PROBLEM_DESC1 +32,-1,^PROBLEM_DESC1/D,~~ +0,0, PROBLEM_DESC2 +32,-1,^PROBLEM_DESC2/D,~~ +0,0, PROBLEM_DESC3 +32,-1,^PROBLEM_DESC3/D,~~ +0,0, PROBLEM_DESC4 +32,-1,^PROBLEM_DESC4/D,~~ +0,0, 3.5 Remedy Requested: REM_REQUEST +32,-1,^REM_REQUEST/D,~~ +0,0,.IF rem_request="Yes" +0,0, 3.5a Remedy Description: REM_DESC1 +32,-1,^REM_DESC1/D,~~ +0,0, REM_DESC2 +32,-1,^REM_DESC2/D,~~ +0,0, REM_DESC3 +32,-1,^REM_DESC3/D,~~ +0,0, REM_DESC4 +32,-1,^REM_DESC4/D,~~ +0,0,.ENDIF +0,0, 3.6 List of enclosed documents ENC1 +32,-1,^ENC1/D,~~ +0,0, ENC2 +32,-1,^ENC2/D,~~ +0,0, ENC3 +32,-1,^ENC3/D,~~ +0,0, ENC4 +32,-1,^ENC4/D,~~ +0,0, +0,0, 4. PROBLEM ENCOUNTERED +0,0, +0,0, 4.1 Date of problem: PROBLEM_DATE +32,-1,^PROBLEM_DATE/D,~~ +0,0, 4.2 Recurrent problem: RECURRENCE +32,-1,^RECURRENCE/D,~~ +0,0, 4.3 Problem Category: PCAT1:NAME +32,-1,^PCAT1:NAME/D,~~ +0,0,.IF pcat1:cat=4 +0,0, 4.3a Duration of delay: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=6 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=35 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0, +0,0, 4.4 Additional information: ADDINF1 +32,-1,^ADDINF1/D,~~ +0,0, ADDINF2 +32,-1,^ADDINF2/D,~~ +0,0, ADDINF3 +32,-1,^ADDINF3/D,~~ +0,0, +0,0, 5. COMPLAINT ASSESSMENT +0,0, +0,0, 5.1 Severity of the complaint: SEVERITY +32,-1,^SEVERITY/D,~~ +0,0, 5.2 Complexity of the complaint: COMPLEXITY +34,-1,^COMPLEXITY/D,~~ +0,0, 5.3 Impact of the complaint: IMPACT +30,-1,^IMPACT/D,~~ +0,0, 5.4 Need for immediate action: NEED_IMP_ACT +32,-1,^NEED_IMP_ACT/D,~~ +0,0, 5.5 Availability of immediate action: AVAIL_IMM_ACT +39,-1,^AVAIL_IMM_ACT/D,~~ +0,0, 5.6 Likelihood of compensation: LIKE_COMP +33,-1,^LIKE_COMP/D,~~ +0,0, +0,0, 6. INVESTIGATION +0,0, +0,0, 6.1 The outcome of the INV_OUTCOME1 +29,-1,^INV_OUTCOME1/D,~~ +0,0, investigation was: INV_OUTCOME2 +29,-1,^INV_OUTCOME2/D,~~ +0,0, INV_OUTCOME3 +29,-1,^INV_OUTCOME3/D,~~ +0,0, +0,0, 7. COMPLAINT RESOLUTION. +0,0, +0,0, 7.1 Action taken: COMP_OUTCOME +19,-1,^COMP_OUTCOME/D,~~ +0,0,.IF comp_outcome="pay indemnification sum" +0,0, 7.1a in the sum of? OUTCOME_ADD +21,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="pay down payment" +0,0, 7.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="reimbursement payment" +0,0, 7.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="price rebate" +0,0, 7.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="other" +0,0, 7.1a Details? OUTCOME_ADD +15,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0, +0,0, 8. CORRECTIVE ACTION. +0,0, +0,0, 8.1 The action taken was: COR_ACTION1 +32,-1,^COR_ACTION1/D,~~ +0,0, COR_ACTION2 +32,-1,^COR_ACTION2/D,~~ +0,0, COR_ACTION3 +32,-1,^COR_ACTION3/D,~~ +0,0, +0,0, 8.2 The results of the corrective action were due to be in place: COR_ACT_DATE +67,-1,^COR_ACT_DATE/D,~~ +0,0, +0,0, 8.3 The results of the corrective action were in place by: COR_ACT_DATE2 +60,-1,^COR_ACT_DATE2/D,~~ +0,0, +0,0, 9. COMPLAINT TRACKING. +0,0, +0,0, 9.1 Categorisation & Acknowledgement: +0,0, Date: CAT_DATE CAT_TIME +14,-1,^CAT_DATE/D,~~ +25,-1,^CAT_TIME/D,~~ +0,0, Name: CAT_NAME +14,-1,^CAT_NAME/D,~~ +0,0, Remarks: CAT_REMARK1 +17,-1,^CAT_REMARK1/D,~~ +0,0, CAT_REMARK2 +17,-1,^CAT_REMARK2/D,~~ +0,0, 9.2 Assessment: +0,0, Date: ASS_DATE ASS_TIME +14,-1,^ASS_DATE/D,~~ +25,-1,^ASS_TIME/D,~~ +0,0, Name: ASS_NAME +14,-1,^ASS_NAME/D,~~ +0,0, Remarks: ASS_REMARK1 +17,-1,^ASS_REMARK1/D,~~ +0,0, ASS_REMARK2 +17,-1,^ASS_REMARK2/D,~~ +0,0, 9.3 Investigation: +0,0, Date: INV_DATE INV_TIME +14,-1,^INV_DATE/D,~~ +25,-1,^INV_TIME/D,~~ +0,0, Name: INV_NAME +14,-1,^INV_NAME/D,~~ +0,0, Remarks: INV_REMARK1 +17,-1,^INV_REMARK1/D,~~ +0,0, INV_REMARK2 +17,-1,^INV_REMARK2/D,~~ +0,0, 9.4 Resolution: +0,0, Date: RES_DATE RES_TIME +14,-1,^RES_DATE/D,~~ +25,-1,^RES_TIME/D,~~ +0,0, Name: RES_NAME +14,-1,^RES_NAME/D,~~ +0,0, Remarks: RES_REMARK1 +17,-1,^RES_REMARK1/D,~~ +0,0, RES_REMARK2 +17,-1,^RES_REMARK2/D,~~ +0,0, 9.5 Corrective Action: +0,0, Date: COR1_DATE COR1_TIME +14,-1,^COR1_DATE/D,~~ +25,-1,^COR1_TIME/D,~~ +0,0, Name: COR1_NAME +14,-1,^COR1_NAME/D,~~ +0,0, Remarks: COR1_REMARK1 +17,-1,^COR1_REMARK1/D,~~ +0,0, COR1_REMARK2 +17,-1,^COR1_REMARK2/D,~~ +0,0, 9.6 Corrective Action (2): +0,0, Date: COR2_DATE COR2_TIME +14,-1,^COR2_DATE/D,~~ +25,-1,^COR2_TIME/D,~~ +0,0, Name: COR2_NAME +14,-1,^COR2_NAME/D,~~ +0,0, Remarks: COR2_REMARK1 +17,-1,^COR2_REMARK1/D,~~ +0,0, COR2_REMARK2 +17,-1,^COR2_REMARK2/D,~~ +0,0, ^DIRACTIVE^CORRECT2,0,13,12,251,287,Correct. Actn. Completed ^ADDRESSEES corrector ^DEADLINE^1 cor_act_date #18:00# P ^ACTIONS PCLOSE1, ^PROJECTS ^DOCUMENT +0,0, +0,0, COMPANYNAME +1,-1,^COMPANYNAME/D,~~ +0,0, PROCEDURENAME +1,-1,^PROCEDURENAME/D,~~ +0,0, PROCVERSION +1,-1,^PROCVERSION/D,~~ +0,0, +0,0, Stage 7 : When the necessary corrective action is in place, please update +0,0, this step. +0,0, +0,0, 1. DETAILS OF COMPLAINT RECEIPT +0,0, 1.1 Date: CASESTARTDATE +24,-1,^CASESTARTDATE/D,~~ +0,0, 1.2 Time: CASESTARTTIME +24,-1,^CASESTARTTIME/D,~~ +0,0, 1.3 Name of Recipient: CASESTARTBY +24,-1,^CASESTARTBY/B,~SW_USER:DESCRIPTION\~~ +0,0, 1.4 Complaint Medium: COMP_MEDIUM +24,-1,^COMP_MEDIUM/D,~~ +0,0, 1.5 Unique identifier code: ID_CODE +29,-1,^ID_CODE/B,~SW_CASEREF\~~ +0,0, +0,0, 2. DETAILS OF COMPLAINANT +0,0, 2.1 Name / Organisation: COMP_NAME +26,-1,^COMP_NAME/D,~~ +0,0, 2.2 Address: COMP_ADD1 +16,-1,^COMP_ADD1/D,~~ +0,0, COMP_ADD2 +16,-1,^COMP_ADD2/D,~~ +0,0, COMP_ADD3 +16,-1,^COMP_ADD3/D,~~ +0,0, 2.3 Postcode: COMP_POST +16,-1,^COMP_POST/D,~~ +0,0, 2.4 Country: COMP_COUNTRY +16,-1,^COMP_COUNTRY/D,~~ +0,0, 2.5 Phone: COMP_PHONE +16,-1,^COMP_PHONE/D,~~ +0,0, 2.6 Fax: COMP_FAX +16,-1,^COMP_FAX/D,~~ +0,0, 2.7 E-Mail: COMP_EMAIL +16,-1,^COMP_EMAIL/D,~~ +0,0, 2.8 Details of person acting on behalf of complainant (if applicable): +0,0, COMP_ACTING +6,-1,^COMP_ACTING/D,~~ +0,0, 2.9 Person to be contacted (if different from above): +0,0, COMP_CONTACT +5,-1,^COMP_CONTACT/D,~~ +0,0, +0,0, 3. DETAILS OF COMPLAINT +0,0, +0,0, 3.1 Reference number of complaint: ID_CODE +36,-1,^ID_CODE/D,~~ +0,0, 3.2 Reference number of product/order (if known): PROD_REF +51,-1,^PROD_REF/D,~~ +0,0, 3.3 Product Description: PROD_DESC1 +32,-1,^PROD_DESC1/D,~~ +0,0, PROD_DESC2 +32,-1,^PROD_DESC2/D,~~ +0,0, PROD_DESC3 +32,-1,^PROD_DESC3/D,~~ +0,0, PROD_DESC4 +32,-1,^PROD_DESC4/D,~~ +0,0, 3.4 Problem Description: PROBLEM_DESC1 +32,-1,^PROBLEM_DESC1/D,~~ +0,0, PROBLEM_DESC2 +32,-1,^PROBLEM_DESC2/D,~~ +0,0, PROBLEM_DESC3 +32,-1,^PROBLEM_DESC3/D,~~ +0,0, PROBLEM_DESC4 +32,-1,^PROBLEM_DESC4/D,~~ +0,0, 3.5 Remedy Requested: REM_REQUEST +32,-1,^REM_REQUEST/D,~~ +0,0,.IF rem_request="Yes" +0,0, 3.5a Remedy Description: REM_DESC1 +32,-1,^REM_DESC1/D,~~ +0,0, REM_DESC2 +32,-1,^REM_DESC2/D,~~ +0,0, REM_DESC3 +32,-1,^REM_DESC3/D,~~ +0,0, REM_DESC4 +32,-1,^REM_DESC4/D,~~ +0,0,.ENDIF +0,0, 3.6 List of enclosed documents ENC1 +32,-1,^ENC1/D,~~ +0,0, ENC2 +32,-1,^ENC2/D,~~ +0,0, ENC3 +32,-1,^ENC3/D,~~ +0,0, ENC4 +32,-1,^ENC4/D,~~ +0,0, +0,0, 4. PROBLEM ENCOUNTERED +0,0, +0,0, 4.1 Date of problem: PROBLEM_DATE +32,-1,^PROBLEM_DATE/D,~~ +0,0, 4.2 Recurrent problem: RECURRENCE +32,-1,^RECURRENCE/D,~~ +0,0, 4.3 Problem Category: PCAT1:NAME +32,-1,^PCAT1:NAME/D,~~ +0,0,.IF pcat1:cat=4 +0,0, 4.3a Duration of delay: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=6 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0,.IF pcat1:cat=35 +0,0, 4.3a Details: PCAT1_ADDITION +32,-1,^PCAT1_ADDITION/D,~~ +0,0,.ENDIF +0,0, +0,0, 4.4 Additional information: ADDINF1 +32,-1,^ADDINF1/D,~~ +0,0, ADDINF2 +32,-1,^ADDINF2/D,~~ +0,0, ADDINF3 +32,-1,^ADDINF3/D,~~ +0,0, +0,0, 5. COMPLAINT ASSESSMENT +0,0, +0,0, 5.1 Severity of the complaint: SEVERITY +32,-1,^SEVERITY/D,~~ +0,0, 5.2 Complexity of the complaint: COMPLEXITY +34,-1,^COMPLEXITY/D,~~ +0,0, 5.3 Impact of the complaint: IMPACT +30,-1,^IMPACT/D,~~ +0,0, 5.4 Need for immediate action: NEED_IMP_ACT +32,-1,^NEED_IMP_ACT/D,~~ +0,0, 5.5 Availability of immediate action: AVAIL_IMM_ACT +39,-1,^AVAIL_IMM_ACT/D,~~ +0,0, 5.6 Likelihood of compensation: LIKE_COMP +33,-1,^LIKE_COMP/D,~~ +0,0, +0,0, 6. INVESTIGATION +0,0, +0,0, 6.1 The outcome of the INV_OUTCOME1 +29,-1,^INV_OUTCOME1/D,~~ +0,0, investigation was: INV_OUTCOME2 +29,-1,^INV_OUTCOME2/D,~~ +0,0, INV_OUTCOME3 +29,-1,^INV_OUTCOME3/D,~~ +0,0, +0,0, 7. COMPLAINT RESOLUTION. +0,0, +0,0, 7.1 Action taken: COMP_OUTCOME +19,-1,^COMP_OUTCOME/D,~~ +0,0,.IF comp_outcome="pay indemnification sum" +0,0, 7.1a in the sum of? OUTCOME_ADD +21,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="pay down payment" +0,0, 7.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="reimbursement payment" +0,0, 7.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="price rebate" +0,0, 7.1a in the amount of? OUTCOME_ADD +24,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0,.IF comp_outcome="other" +0,0, 7.1a Details? OUTCOME_ADD +15,-1,^OUTCOME_ADD/D,~~ +0,0,.ENDIF +0,0, +0,0, 8. CORRECTIVE ACTION. +0,0, +0,0, 8.1 The action taken was: COR_ACTION1 +32,-1,^COR_ACTION1/D,~~ +0,0, COR_ACTION2 +32,-1,^COR_ACTION2/D,~~ +0,0, COR_ACTION3 +32,-1,^COR_ACTION3/D,~~ +0,0, +0,0, 8.2 The results of the corrective action were due to be in place: COR_ACT_DATE +67,-1,^COR_ACT_DATE/D,~~ +0,0, +0,0, 9. COMPLAINT TRACKING. +0,0, +0,0, 9.1 Categorisation & Acknowledgement: +0,0, Date: CAT_DATE CAT_TIME +14,-1,^CAT_DATE/D,~~ +25,-1,^CAT_TIME/D,~~ +0,0, Name: CAT_NAME +14,-1,^CAT_NAME/D,~~ +0,0, Remarks: CAT_REMARK1 +17,-1,^CAT_REMARK1/D,~~ +0,0, CAT_REMARK2 +17,-1,^CAT_REMARK2/D,~~ +0,0, 9.2 Assessment: +0,0, Date: ASS_DATE ASS_TIME +14,-1,^ASS_DATE/D,~~ +25,-1,^ASS_TIME/D,~~ +0,0, Name: ASS_NAME +14,-1,^ASS_NAME/D,~~ +0,0, Remarks: ASS_REMARK1 +17,-1,^ASS_REMARK1/D,~~ +0,0, ASS_REMARK2 +17,-1,^ASS_REMARK2/D,~~ +0,0, 9.3 Investigation: +0,0, Date: INV_DATE INV_TIME +14,-1,^INV_DATE/D,~~ +25,-1,^INV_TIME/D,~~ +0,0, Name: INV_NAME +14,-1,^INV_NAME/D,~~ +0,0, Remarks: INV_REMARK1 +17,-1,^INV_REMARK1/D,~~ +0,0, INV_REMARK2 +17,-1,^INV_REMARK2/D,~~ +0,0, 9.4 Resolution: +0,0, Date: RES_DATE RES_TIME +14,-1,^RES_DATE/D,~~ +25,-1,^RES_TIME/D,~~ +0,0, Name: RES_NAME +14,-1,^RES_NAME/D,~~ +0,0, Remarks: RES_REMARK1 +17,-1,^RES_REMARK1/D,~~ +0,0, RES_REMARK2 +17,-1,^RES_REMARK2/D,~~ +0,0, 9.5 Corrective Action: +0,0, Date: COR1_DATE COR1_TIME +14,-1,^COR1_DATE/D,~~ +25,-1,^COR1_TIME/D,~~ +0,0, Name: COR1_NAME +14,-1,^COR1_NAME/D,~~ +0,0, Remarks: COR1_REMARK1 +17,-1,^COR1_REMARK1/D,~~ +0,0, COR1_REMARK2 +17,-1,^COR1_REMARK2/D,~~ +0,0, +0,0, 10. CORRECTIVE ACTION COMPLETION. +0,0, +0,0, 10.1 The date the corrective action was in place is? COR_ACT_DATE2 +54,-1,^COR_ACT_DATE2/P,~~ +0,0, +0,0, 10.2 Who should close the Complaint? CLOSER +38,-1,^CLOSER/P,$LIST~SW_USERS\~~ +0,0, +0,0, 10.3 Remarks for Case Record? COR2_REMARK1 +31,-1,^COR2_REMARK1/O,~~ +0,0, COR2_REMARK2 +31,-1,^COR2_REMARK2/O,~~ +0,0,COR2_DATE COR2_TIME COR2_NAME +0,-1,^COR2_DATE/C,~SW_DATE\~~ +11,-1,^COR2_TIME/C,~SW_TIME\~~ +21,-1,^COR2_NAME/C,~SW_USER:DESCRIPTION\~~ +0,0, ^FIELD^$PANICDIR,65,8,0,0,- ^FIELD^$PANICFLD,65,15,0,10,- ^FIELD^$PANICRSP,65,1,0,27,- ^FIELD^$PANICUSR,65,20,0,30,- ^FIELD^ADDINF1,65,30,0,52,- ^FIELD^ADDINF2,65,30,0,84,- ^FIELD^ADDINF3,65,30,0,116,- ^FIELD^ASS_DATE,68,10,0,148,- ^FIELD^ASS_NAME,65,24,0,160,- ^FIELD^ASS_REMARK1,65,30,0,186,- ^FIELD^ASS_REMARK2,65,30,0,218,- ^FIELD^ASS_TIME,84,5,0,250,- ^FIELD^ASSESSOR,65,24,0,257,- ^FIELD^AVAIL_IMM_ACT,65,3,0,283,- ^FIELD^CASESTARTBY,65,30,0,288,- ^FIELD^CASESTARTDATE,68,10,0,320,- ^FIELD^CASESTARTTIME,84,5,0,332,- ^FIELD^CAT_DATE,68,10,0,339,- ^FIELD^CAT_NAME,65,24,0,351,- ^FIELD^CAT_REMARK1,65,30,0,377,- ^FIELD^CAT_REMARK2,65,30,0,409,- ^FIELD^CAT_TIME,84,5,0,441,- ^FIELD^CLOSER,65,24,0,448,- ^FIELD^COMP_ACTING,65,30,0,474,- ^FIELD^COMP_ADD1,65,30,0,506,- ^FIELD^COMP_ADD2,65,30,0,538,- ^FIELD^COMP_ADD3,65,30,0,570,- ^FIELD^COMP_CONTACT,65,30,0,602,- ^FIELD^COMP_COUNTRY,65,20,0,634,- ^FIELD^COMP_EMAIL,65,30,0,656,- ^FIELD^COMP_FAX,65,20,0,688,- ^FIELD^COMP_MEDIUM,65,20,0,710,- ^FIELD^COMP_NAME,65,30,0,732,- ^FIELD^COMP_OUTCOME,65,30,0,764,- ^FIELD^COMP_PHONE,65,20,0,796,- ^FIELD^COMP_POST,65,20,0,818,- ^FIELD^COMPANYNAME,65,30,0,840,- ^FIELD^COMPLEXITY,65,10,0,872,- ^FIELD^COR_ACT_DATE,68,10,0,884,- ^FIELD^COR_ACT_DATE2,68,10,0,896,- ^FIELD^COR_ACTION1,65,30,0,908,- ^FIELD^COR_ACTION2,65,30,0,940,- ^FIELD^COR_ACTION3,65,30,0,972,- ^FIELD^COR1_DATE,68,10,0,1004,- ^FIELD^COR1_NAME,65,24,0,1016,- ^FIELD^COR1_REMARK1,65,30,0,1042,- ^FIELD^COR1_REMARK2,65,30,0,1074,- ^FIELD^COR1_TIME,84,5,0,1106,- ^FIELD^COR2_DATE,68,10,0,1113,- ^FIELD^COR2_NAME,65,24,0,1125,- ^FIELD^COR2_REMARK1,65,30,0,1151,- ^FIELD^COR2_REMARK2,65,30,0,1183,- ^FIELD^COR2_TIME,84,5,0,1215,- ^FIELD^CORRECTION,65,3,0,1222,- ^FIELD^CORRECTOR,65,24,0,1227,- ^FIELD^DDE_CHANNEL,82,10,0,1253,- ^FIELD^DDE_RET,82,10,2,1265,- ^FIELD^ENC1,65,30,0,1277,- ^FIELD^ENC2,65,30,0,1309,- ^FIELD^ENC3,65,30,0,1341,- ^FIELD^ENC4,65,30,0,1373,- ^FIELD^ID_CODE,65,20,0,1405,- ^FIELD^IMPACT,65,10,0,1427,- ^FIELD^INV_DATE,68,10,0,1439,- ^FIELD^INV_NAME,65,24,0,1451,- ^FIELD^INV_OUTCOME1,65,30,0,1477,- ^FIELD^INV_OUTCOME2,65,30,0,1509,- ^FIELD^INV_OUTCOME3,65,30,0,1541,- ^FIELD^INV_REMARK1,65,30,0,1573,- ^FIELD^INV_REMARK2,65,30,0,1605,- ^FIELD^INV_TIME,84,5,0,1637,- ^FIELD^INVESTIGATOR,65,24,0,1644,- ^FIELD^LIKE_COMP,65,3,0,1670,- ^FIELD^NEED_IMP_ACT,65,3,0,1675,- ^FIELD^OUTCOME_ADD,65,30,0,1680,- ^FIELD^PCAT1,67,56,0,1712,PROB_CAT ^FIELD^PCAT1_ADDITION,65,30,0,1768,- ^FIELD^PROBLEM_DATE,68,10,0,1800,- ^FIELD^PROBLEM_DESC1,65,30,0,1812,- ^FIELD^PROBLEM_DESC2,65,30,0,1844,- ^FIELD^PROBLEM_DESC3,65,30,0,1876,- ^FIELD^PROBLEM_DESC4,65,30,0,1908,- ^FIELD^PROCEDURENAME,65,30,0,1940,- ^FIELD^PROCVERSION,65,30,0,1972,- ^FIELD^PROD_DESC1,65,30,0,2004,- ^FIELD^PROD_DESC2,65,30,0,2036,- ^FIELD^PROD_DESC3,65,30,0,2068,- ^FIELD^PROD_DESC4,65,30,0,2100,- ^FIELD^PROD_REF,65,20,0,2132,- ^FIELD^RECURRENCE,65,3,0,2154,- ^FIELD^REM_DESC1,65,30,0,2159,- ^FIELD^REM_DESC2,65,30,0,2191,- ^FIELD^REM_DESC3,65,30,0,2223,- ^FIELD^REM_DESC4,65,30,0,2255,- ^FIELD^REM_REQUEST,65,3,0,2287,- ^FIELD^RES_DATE,68,10,0,2292,- ^FIELD^RES_NAME,65,24,0,2304,- ^FIELD^RES_REMARK1,65,30,0,2330,- ^FIELD^RES_REMARK2,65,30,0,2362,- ^FIELD^RES_TIME,84,5,0,2394,- ^FIELD^RESOLVER,65,24,0,2401,- ^FIELD^SEVERITY,65,10,0,2427,- ^FIELD^SW_CASEDESC,65,24,0,2439,- ^FIELD^SW_CP_INCPERIOD,82,4,0,2465,- ^FIELD^SW_CP_INCREMENT,82,4,0,2471,- ^FIELD^SW_CP_NUMINC,82,3,0,2477,- ^FIELD^SW_CP_PERIODTYP,65,1,0,2482,- ^FIELD^SW_CP_VALUE,82,3,0,2485,- ^FIELD^SW_QPARAM1,65,24,0,2490,- ^FIELD^SW_QPARAM2,65,24,0,2516,- ^FIELD^SW_QPARAM3,65,12,0,2542,- ^FIELD^SW_QPARAM4,65,12,0,2556,- ^FIELD^TARGET_FILE,65,40,0,2570,- ^FIELD^TEMP_BOOL,82,10,2,2612,- ^FIELD^TEMP_NUM,82,10,2,2624,- ^FIELD^USER_CONFIRM,65,3,0,2636,- ^GWD 3,15 21 STEP 1 0 112 176 RECORD1 IFELSE 2 7 176 176 user_confirm="Yes" STEP 3 7 288 176 ASSESS1 END STOP 4 3 224 240 END END END STEP 3 0 288 176 ASSESS1 STEP 5 7 384 176 ASSESS2 END END SCRIPT 6 0 64 336 ACKLET1 END STEP 5 0 384 176 ASSESS2 STEP 7 7 480 176 INVEST1 END END STEP 7 0 480 176 INVEST1 STEP 8 7 576 176 RESOLVE1 END END STEP 8 0 576 176 RESOLVE1 IFELSE 9 7 656 176 correction="Yes" STEP 10 7 736 176 CORRECT1 END STEP 11 3 944 288 CLOSE1 END END END STEP 12 0 160 336 ISSUES END SCRIPT 13 0 64 416 RESLET END STEP 10 0 736 176 CORRECT1 STEP 14 7 832 176 CORRECT2 END END STEP 11 0 944 288 CLOSE1 STOP 15 7 1024 288 END END STEP 14 0 832 176 CORRECT2 STEP 11 7 944 288 CLOSE1 END END START 16 0 48 176 STEP 1 7 112 176 RECORD1 END END ANNOT_OBJ 17 0 48 48 ANNOTATIONS Complaints Handling Process Based on ISO 10018 (Draft 21/2/03) [v1.0.0 12/6/03] END END ANNOT_OBJ 18 0 192 128 ANNOTATIONS Continue with Case? END END ANNOT_OBJ 19 0 640 112 ANNOTATIONS Internal corrective action needed? END END