Evaluating a Customer Experience

Additional Capabilities > Windchill Quality Management Solutions > The Windchill Customer Experience Management Process > Evaluating a Customer Experience

If you are assigned the Customer Experience Evaluator role, use the following procedure to assess the information received when the customer experience was created and determine:

• Whether the customer experience event meets the criteria of a customer experience

• Whether the customer experience event should be investigated

• Whether the customer experience event should be considered for safety reporting

• Whether any other general activities or product activities are required

• Whether the customer experience event should be closed

If you are using a customized Customer Experience Evaluator role, then add a new access control rule entry in the com.ptc.qualitymanagement.cem.activity.product.CEProductActivity type for your custom role to enable the New Product Activity action in the Customer Experience Evaluation wizard and the Customer Experience Management tab.

1. On your Home

page, click the evaluation task from the My Tasks table. The Subject column lists the customer experience identification information.

Instead of navigating to the task page, you can right-click the task in the My Tasks table and select Enter Evaluation Details.

2. On the task page, click Enter Evaluation Details.

3. Under Evaluation, enter the following information:

To see information relevant to the customer experience, including its affected objects and previous workflows, click the Structure link in the upper-right corner of the window.

Field	Description
Does this event meet the criteria for a Complaint?	Required. Select Yes or No. If no activities are entered in the Evaluation state, this field drives the workflow. • If this field is set to Yes, the customer experience moves to the Summary and Review state in the workflow. • If this field is set to No, the customer experience moves to the Closed state in the workflow.
Is this event potentially safety reportable?	Required. Select Yes or No to indicate whether the customer experience could potentially be reportable to a regulatory agency.
Reason	Enter the reason for your decision.

4. Under Customer Experience Activities, click the new customer experience activity icon

to initiate Customer Experience Activities. Use this table for general activities that are not tied to only one product.

5. The Product Activities table displays the related products selected when the customer experience was created. To initiate product activities for a specific product, click the new product activity icon

next to the product.

◦ To view failure codes, click the view product details icon

in the row of a particular product in the Product Activities table. The Failure Effect Codes, Reported Failure Modes, and Investigated Failure Modes tables appear in the View Product Details window.

◦ To add additional products or edit product details such as failure codes, click the edit product icon

at the top of the Product Activities table to open the Edit Related Products window.

Icon

Description

Add all products that exist in your system that were included in the customer experience. In the Find Objects window, search for and select one or more objects.

If you know the name or number of the product, you can do a quick lookup by alternate identifier or name in the quick search boxes at the bottom of the table, instead of using this icon.

The search defaults to all applicable object types. To limit the search to specific object types, click Add/Update, select the object types, and click OK.

To search for a part instance, enter the Serial Number, Lot, or Lot/Serial Number in the quick search field or in the Number field in the Find Objects window.

To control the object types that appear in the Find Objects window, edit the selections in the Relationship Constraints tab for the Reported Against type in the Type and Attribute Management utility. The default object types are parts, part instances, and objects. For more information, see Editing a Relationship Constraint.

To create part instances to associate to a customer experience, see Creating a New Part Instance. When creating the part, create it as an end item and set the default trace code to Serial Number, Lot, or Lot/Serial Number. When creating the part instance, enter the Serial Number, Lot, or Lot/Serial Number to make the part instance searchable in the quick lookup and Find Objects window.

Remove rows by selecting them and clicking the icon.

If you have a product that exists outside the system and the product is included in the customer experience, use this icon to enter it as a free-form product.

To find these free-form products later, use either the Customer Experience Report or Customer Experience Report with Navigation report from the Report Builder and select Related Products->Reference to Part is <null> and Number or Name is <not null>. You can then add the products to the system and replace the free-form product you initially entered.

To save time entering the same product more than once in the table, select one or more rows and click the icon to duplicate the selected rows into the table.

Replace a row with a different product that exists in your system. For example, use this icon when a product was originally entered as a free-form product but was later added to Windchill, allowing the product to be found in a search. You can replace the free-form product with the existing product in the system.

When using this function, click Save in the Edit Customer Experience window before you click the edit details icon

. This action allows the system to establish the correct FMEA link.

Populate new rows in theRelated Personnel and Locations table by selecting rows in the Related Products table and clicking this icon. The People and Place Picker window appears, where you can search for and select related personnel and locations.

If items already exist in the Related Personnel and Locations table, they do not appear in the search results.

If you have added a freeform person or place, it does not appear in the search results.

After you have added a row, use this icon to enter additional information about a product, such as failure codes. For instructions, see Failure Codes.

You can only enter failure codes for parts and part instances. You cannot enter failure codes for other object types.

6. Click Finish. Depending on your selections, the customer experience continues to one or more additional workflow states.

◦ If the evaluator initiates one or more activities for the customer experience or products associated with the customer experience, then the customer experience moves to the In Progress workflow state. When all activities are complete, the customer experience moves to the Summary and Review workflow state.

◦ If no activities are added, and the evaluator specifies that the customer experience event does meet the criteria for a customer experience, the customer experience moves to the Summary and Review workflow state.

◦ If no activities are added, and the evaluator specifies that the customer experience event does not meet the criteria for a customer experience, the customer experience moves to the Closed workflow state with no other states available.

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