24Communicating with Customers for Adverse Events and Complaints Management
Communicating with Customers for Adverse Events and Complaints Management
About Communicating with Customers for Adverse Events and Complaints Management
This chapter describes ways to communicate with the customers and coworkers about an adverse event or complaint. If you have installed the Siebel Document Server, you can create documents such as letters, reports, and presentations from within the Siebel Medical application.
Where to Find More Information
The following chapters describe other aspects of the complaints and adverse events management process:
Scenario for Customer Communication
This scenario is an example process performed by the Siebel administrator and the quality manager. Your company might follow a different process according to its business requirements.
This scenario is designed to illustrate the functionality of the Siebel AECM.
The Siebel Administrator
The administrator sets up the Document Server and the Proposals, Presentations, and Correspondence templates that the quality manager uses to create customized reports, letters, and presentations. The administrator works closely with the quality manager who provides the text for the templates.
The Quality Manager
The quality manager is the owner of the complaint investigation about a faulty cartridge in a blood analyzer system. The investigation is coming to a close: the product analysis has been completed and a corrective action has been logged.
The quality manager has been assigned two activities:
To communicate the status of the product issue with the customer who made the initial complaint
To give a short presentation about the product issue at the CAPA team’s weekly meeting
To Brief the Customer
The quality manager prepares two sets of documents. First, she generates a report. The report takes a standard template for product issue reports and automatically incorporates data from the product issue into the report. She reviews the report in MS Word, making edits and changes as necessary.
There are five contacts associated with the account that made the initial complaint. As a courtesy, the quality manager wants to send each of them a copy of the report. She uses the Correspondence feature to generate five personalized cover letters to be mailed with the report.
To Present Data to Colleagues
The quality manager is routinely asked to present information about various product issues at the weekly CAPA meeting. The administrator has prepared a Power Point template which she uses to generate a standard product issue presentation, incorporating specific data from the selected product issue.
Conclusion
After mailing the report packages to the customer contacts and delivering her presentation at the CAPA meeting, the quality manager changes the status of her two activities to Closed.
Process of Customer Communication for Adverse Events and Complaints Management
This example process represents the tasks that are carried out in the Scenario for Customer Communication. Your company might follow a different process according to its business requirements.
Setting Up Proposals, Correspondence, and Presentations
Siebel Proposals, Correspondence, and Presentations allow your employees to create documents based on templates that you create in Microsoft Office.
This task is a step in Process of Customer Communication for Adverse Events and Complaints Management.
To set up proposals, correspondence, and presentations
Install the Document Server.
Install the correct version of Microsoft Office.
Create field mappings.
For proposals and correspondence, create template files in Microsoft Word.
For presentations, create template files in Microsoft PowerPoint.
Add the templates to the Siebel Business Application.
For This Template Set the Category Field to Proposal
Product Issue Proposal
Presentation
Product Issue Presentation
For information on setting up proposals, correspondence, and presentations, see Siebel Correspondence, Proposals, and Presentations Guide.
Communicating about Product Issues Using Proposals
During the course of an investigation, the quality manager might need to create reports containing information about the product issue.
Such reports, as Microsoft Word files, can be generated automatically, incorporating fields from the selected product issue. Predefined product issue proposal templates are set up by the administrator. End users can edit the generated report file in MS Word.
This task is a step in Process of Customer Communication for Adverse Events and Complaints Management.
To create a Microsoft Word report for a product issue
Navigate to Product Issues screen, then the Product Issue List view.
Drill down on a product issue.
Click the Proposals tab.
For information about creating proposals, see Siebel Correspondence, Proposals, and Presentations Guide.
Communicating about Product Issues Using Correspondence
During the course of an investigation, the quality manager might want to send letters to the contacts associated with the product issue.
The Correspondence feature is used to generate MS Word files (typically letters) where the file is personalized for each contact. That is, information about the contact (name, address, and so on) is incorporated into the letter.
Information about the product issue cannot be incorporated using Correspondence. Use the Proposals feature to incorporate information about the product issue. Predefined correspondence templates are set up by the administrator. End users can edit the generated files in MS Word.
This task is a step in Process of Customer Communication for Adverse Events and Complaints Management.
To create a Microsoft Word correspondence
Navigate to Product Issues screen, then the Product Issue List view.
In the Product Issue List, drill down on a product issue.
Click the Contacts tab.
Select the contacts to whom you want to send correspondence.
From the application-level menu, select File, then Send Letter menu item.
The Correspondence screen appears.
For information about creating correspondence, see Siebel Correspondence, Proposals, and Presentations Guide.
Communicating about Product Issues Using Presentations
During the course of an investigation, the quality manager might need to present information about the product issue.
Microsoft PowerPoint presentations can be generated automatically, incorporating fields from the selected product issue. Predefined product issue presentation templates are set up by the administrator. End users can edit the generated presentation file in MS PowerPoint.
This task is a step in Process of Customer Communication for Adverse Events and Complaints Management.
To create a Microsoft Power Point presentation for a product issue
Navigate to Product Issues screen, then the Product Issue List view.
In the Product Issue List, drill down on a product issue.
Click the Presentations tab.
For information about creating proposals, see Siebel Correspondence, Proposals, and Presentations Guide.