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How to Configure the Customer Feedback Workflow
Who is this article for?Ideagen Quality Management administrators importing workflows.
Admin access is required.
Best in class workflows are pre-made workflows that you can import into your Workflow module.
The Customer Feedback workflow allows your team to capture feedback from customers (positive or negative) and perform any actions necessary to properly address them.
This article outlines the recommended configurations that can be applied to the Customer Feedback Workflow which is available for download in the Best-In-Class Workflow Download Center. This article has been split into the following sections:
- Associated Workflows
- Workflow-Specific Configuration Steps
- Default Responsible Parties & Recommendation for Update
- Further Reading
Looking for steps to import the workflow? Visit How to Import a Workflow for details.
1. Associated Workflows
The Customer Feedback workflow is designed to launch a Corrective Action, so the Ideagen Quality Management Best-in-Class Corrective Action workflow should also be imported and configured in conjunction with Customer Feedback. Alternatively, you may choose to edit the Customer Feedback workflow to eliminate this automation or to be compatible with an existing Corrective Action workflow.
2. Workflow-Specific Configuration Steps
2.1. Update the “Automation: Launch Corrective Action Workflow” Step
- Click to select the “Automation: Launch Correction Action Workflow” step
- Update information in “Select Automation to Add” section
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- "System Actions”- select “Workflow Launcher” from drop-down.
- “Select Workflow to Launch”- select “Corrective Action” from drop-down.
- Click Add Automation.
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- Update information in “Workflow Launcher” section.
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- Add “Responsible Parties”
- Click Add Responsible Parties
- Select “Select an Owner to Address Feedback”*
- Click Add Responsible Parties
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- Configure “Launch Options”
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- Click Configure.
- Choose “Nonconformance Report” from the Subform drop-down
- Click Save Changes
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Note: This default configuration will result in any Corrective Action workflow launched from a Customer Feedback being assigned to the user identified in the “Select an Owner to Address Feedback” field of the Customer Feedback Workflow. If you would prefer Corrective Action workflows be assigned differently you should select a different Responsible Party.
2.2. Create Notification Email Action
The Customer Feedback workflow includes a field named Staff to Notify of Feedback Details that can be used to identify staff in need of notifications. It may be helpful to configure an email action to automatically notify the staff identified in the field. Email Actions can be created in Administration>Email Actions and associated with any route in the workflow.
2.3. List Fields Requiring Update
The below lists required an update. List options can be added in the Custom Fields section within the Administration module.
| Field | Change |
|---|---|
|
Type of Feedback Received |
By default this field includes options for Positive Feedback, Negative Feedback, and Suggested Improvement- update if additional or different options are desired. |
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Section(s)/Departments |
Update this field to identify the sections/departments in your organization. This field is shared with other Best in Class Workflows. |
3. Default Responsible Parties & Recommendation for Update
The table below outlines the recommendations for changes to the responsible parties:
| Step | Default Responsible Party | Recommendations |
|---|---|---|
| New Customer Feedback Received | All Users | By default all users will be able to initiate this workflow- update if you’d like to specify particular users who can report customer feedback. |
| Feedback Review | Workflow Initiator | Update to the person(s) responsible for reviewing customer feedback and determining any required action. |
| Actions Taken | Select an Owner to Address Feedback | By default this step will be assigned to the person identified in this custom personnel field in a previous step. If you’d prefer to identify a consistent group or person(s) to be responsible for actions related to customer feedback you will need to update this Responsible Party. |
Note: “Workflow Initiator” is a placeholder and default Responsible Party. We strongly advise updating these steps to identify the specific individuals or groups responsible for these steps in your process.