A customer files a claim; one of the sales department employees handles it and initiates the adequate form. If it is a pricing error, the claim is directly sent to accounting to create a credit.  For all other types of claims, the request is sent to the Quality Control (QC) department for analysis. If the claim is about a nonconformity already processed, the QC analyzes the cost of the claim and sends it to accounting. If the claim is about a nonconformity unprocessed until now, the request is sent to the relevant service employee who will plan and determine a corrective action. After processing this part of the workflow, QC analyzes the corrective action cost and sends it to accounting, which will impact real costs of the nonconformity correction. To end the workflow, the request is sent to the QC, who will close and verify the efficiency of the corrective action or will simply complete the workflow by filling in the date when the claim has been processed.

1/ The employee opens his/her browser and logs on to WorkflowGen.

2/ He/she clicks “New request” and selects "Customer claim”. He/she then accesses the “Action follow-up form”.

3/ He/she clicks "Initiates” and the form corresponding to the selected request is displayed. The sales employee fills in the form; claim order number and customer information are automatically retrieved from a database. Then the employee clicks "Submit form".

4/ If the claim is about a pricing error, an email notification is automatically sent to a person in the accounting dept, with the subject line reading: "One new action has been assigned to you". By clicking "Consult the action", he/she accesses the "Follow-up action form" and goes to "My actions to do". By clicking the action he/she has been assigned, in this case "Create" a credit note, the eform is displayed again. He/she fills-in the appropriate areas.

5/ If the claim is not about a pricing error, the QC is automatically notified via email with the subject line reading: "One new action has been assigned to you". By clicking "Consult the action", the QC accesses the "Follow-up action form" and goes to "My actions to do". By clicking "Analyzes claim" , the form is displayed. The QC can then analyze the request. According to the nature of the claim, he/she will complete the form if it's about a non conformity already processed or unprocessed until now. Then he/she clicks "Submit form".

6/ If it is about a nonconformity already processed, the next action will by handled again by the QC. The action to perform is "Analyzes cost". After having filled in the form, the QC clicks "Submit form" and an action is assigned to one of the accounting staff.

7/ If the claim relates to an unprocessed nonconformity, the  service manager chosen by the QC is notified via email that an action was assigned to him/her. The service manager clicks "Consult the action" and accesses the "Action follow-up form" and "deal with non conformity". The form is displayed and the manager reads the claim and the analysis done by the QC. Then he/she proposes a corrective action by filling in the appropriate fields and clicks "Submit form".

8/ The QC is then notified via email that one new action was assigned to him/her. This new action is "Analyses cost" of claim's processing according to his own analysis or the corrective action proposed by the service manager. He/she clicks the action's name and the form is displayed. He/she fills-in the "Real costs processing" section. Then clicks "Submit form".

9/ The accouting person is notified via email that he/she has to impact the real costs of claim's processing and to create the credit note if needed.

10/ Once the accounting action is performed, the QC is notified via email that he has to close the customer claim, so he/she launches "Closes" in WorkflowGen and fills-in the fields corresponding to the corrective action and verification of its efficiency. He/she fills in the date in the form to indicate when the claim was officially processed. To finish he/she clicks "Submit form".

11 / The sales department employee who launched the customer claim process and the service manager who performed the corrective action, are notified via mail of the request end.