Investigating Quality Records (by Supervisor)

Purpose

This guide is for Supervisors investigating 'Customer Feedback' or 'OFI' records in 'Open Report' status.

Investigation Steps

1. Access and Edit the assigned Quality record.
2. Review all previously logged information.
3. Document your Root Cause Analysis by selecting from the provided checklist.
4. Detail any Corrective Action Taken to address the immediate issue.
5. Describe Preventative Action Taken to prevent future recurrence.
6. If investigating 'Customer Feedback', review or update the Action Proposed. This section is not available for 'OFI' records.
7. Use the Links section to associate this record with formal Associated Actions in the Actions module if needed. You can create new actions or link to existing ones. (See 'Linking Records' and 'Creating and Managing Actions' help).
8. Add further investigation notes in the Supervisor Notes field.
9. Add new evidence via Attachments. (See 'Adding Attachments' general help).
10. In the 'Sign Off' section, select the Internal Authoriser who will perform the final review.
11. Workflow Actions:
    • Submit for Sign Off: Once the investigation is complete, use this action to move the record to 'Pending Sign Off' status and notify the Internal Authoriser.
    • Save: To save changes and continue later; the record remains 'Open Report'. (See 'Submitting Forms' general help for more on workflow actions).