Request & Complaint Management
This process enables cross-border collaboration between Schneider teams to resolve customer or internal issues.
What is Request & Complaint Management (RCM)?
This type of incident must be reported in bFO within 24 hours of awareness, regardless of liability.
What is an Offer Safety Issue (OSI)?
This role is responsible for assigning a resolution leader and defining closure criteria for a CMI.
Who is the Country CS&Q Manager?
This process is initiated only after the customer issue has been contained.
What is a Technical Expert Assessment (TEX)?
This type of Complaint/Request is created from a Case and inherits key information like VIP status and severity.
What is an External Complaint/Request?
This role is automatically appointed as the OSI Investigation Expert based on the commercial reference.
Who is the Offer Safety Officer (OSO)?
This tool automatically flags cases as potential CMIs based on predefined criteria.
What is Bridge Front Office (bFO)?
This strategy involves sending an expert to the customer site when remote analysis fails or risk is high.
What is On-Site Analysis?
This action is used when the current team cannot resolve a CR and needs to pass it to another organization.
What is the Reassign button?
This role is responsible for organizing customer assistance when an OSI is confirmed.
Who is the Country/entity Customer Satisfaction & Quality (CS&Q) Manager?
This role is responsible for organizing weekly meetings and coordinating cross-functional teams to resolve CMIs.
Who is the CMI Coordinator?
This form must be filled by the FO TEX Manager to capture customer expectations.
What is the Context Form?
This field must be filled with the solution before closing a CR and is used to document the resolution.
What is the Final Resolution field?
This committee governs the Offer Safety Alert (OSA) process and makes GO decisions on safety recalls.
What is the OSAC (Offer Safety Alert Committee)?
This role is accountable for mobilizing technical resources and guiding the team to resolve a CMI in minimum lead time.
Who is the CMI Resolution Leader?
This rule in bFO determines which Expert Center receives the product for TEX analysis.
What is the Receiving Point Determination Rule (RPDR)?