Feedback Management Module
Tracks internal and external feedback, linking customer complaints or remarks to specific products, orders, and lots.
What It Does
FMM turns customer complaints and quality feedback into structured, accountable cases — each one classified, owned, linked to the orders and lots it affects, and tracked through investigation to resolution. The Corrective Action Effectiveness review ensures cases don't just close; they close with evidence that the fix worked.
Four-Tier Classification & Weighted Severity
Every feedback case is classified by Type, Department, Category, and Sub-category, with each level contributing a weighted severity score — Department carries the highest weight at ×1.0. A formula-calculated severity coexists with a manual override, enabling comparison between systematic and contextual assessments on the same record.
Root Cause Workflow Enforcement
Selecting a root cause activates the workflow requirements it carries: short-term corrective action, long-term corrective action, resolution approval, or an effectiveness review — enforced at the stored procedure level, not just the UI. Corrective actions require an assigned approver with explicit sign-off before the case can advance.
Order and Lot Cross-References
Feedback cases link to shipping orders, order lines, products, lots, and pallets. When a case is linked to an order, commercial data — customer name, quantities, customer PO — is auto-populated from the order record and denormalised onto the feedback for quick reference without navigating to SSM.
Corrective Action Effectiveness Review
After a case closes, if the root cause requires an effectiveness review, the system schedules automated reminders at configurable intervals (EffDays1, EffDays2) and prompts the reviewer to grade how well the corrective actions worked. Grades with low effectiveness require a mandatory comment — ensuring the review is substantive.
See FMM in Your Operation
Schedule a demo and we'll walk through Feedback Management Module alongside the full Enterprise suite — and where it fits in the AI-Native platform we're building.