Additional Windchill Capabilities > Windchill Quality Management Solutions > The Windchill Customer Experience Management Process > Creating or Editing a Customer Experience
  
Creating or Editing a Customer Experience
If you are assigned the Customer Experience Creator role, use the following procedure to add general information, event details, product information, and patient information to a new customer experience. Follow these steps if you are creating a new customer experience or updating an existing customer experience that has not been completed.
1. To create a new customer experience, on your Home page, under Quality Action Links, click the new customer experience icon .
To continue adding intake details to an existing customer experience, on your Home page, under My Tasks, right-click the Update Customer Experience task and click Edit Customer Experience Details.
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• At any time, you can click Save and continue working on the customer experience later. The customer experience is saved in the Intake workflow state. To edit the saved item later, right-click the Update Customer Experience task, select Edit Customer Experience Details, and complete the rest of the intake information. Click Finish to move the customer experience to the Evaluation workflow state.
• If you do not see the Quality Action Links section or the My Tasks section, use the Customize list on your Home page to add those sections. For more information, see Adding Quality Action Links to the Home Page.
2. Under Information, the following information appears:
Field
Description
Name
A customer experience name is automatically generated after you finish creating the customer experience.
Number
A customer experience number is automatically generated after you finish creating the customer experience.
Entered By
Your system user name is automatically added to this field.
3. Under Attributes, enter the following information:
Field
Description
Date
Click the calendar icon to select the date the customer experience was entered or opened, or manually enter the date in yyyy-mm-dd format.
Date Approximate
Required. Select Yes or No to indicate if the date in the Event Date field is exact or not.
Entry Location
Enter your location and select from the pop-up that appears, or click the find icon to search your site’s list of places.
Event Location
Select the location where the subject of the customer experience occurred.
• Home
• Hospital
• Nursing Home/Rehabilitation Center
• Outpatient Clinic
• Unknown
Country Of Event
Select the country where the subject of the customer experience occurred.
Country Of Origin
Select the country responsible for regulating the product or where the product was sold.
How Reported
Select the method the customer experience was received.
• Email
• Fax
• In Person
• Letter
• Telephone
• Website
Circumstance
Select when the subject of the customer experience was discovered.
• Out of box
• First use
• Ongoing use
4. Under Details, enter the following information:
Field
Description
Primary Code
Click the find icon and select an event code from the table that appears.
Summary
Enter a summary of the event. This field is limited to 4000 characters.
Additional Information
Enter any additional details about the customer experience. This field has no character limit.
5. Use the Related Personnel and Locations table to enter the names of people and places that are relevant to the subject of the customer experience request.
◦ You must enter at least one row in this table, and the Type, Name, and Primary fields are required for each row.
◦ Under the Primary column, select one person or place as primary by changing the value to Yes.
Icon
Description
Add people and places that exist in your system. These are already loaded in the People and Places Administration utility in the current quality context. In the People and Place Picker window, search for and select one or more people and places.
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If you know the name or number of your person or place, 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.
Remove rows by selecting them and clicking the icon.
Enter a free-form person or place that does not exist in the system.
To save time entering similar new contacts, select one or more rows and click the icon to duplicate the selected rows into the table. For example, use this icon when the contact is the initial reporter but is also a patient. You can copy the contact and set the Type field to an additional value.
Remove a row and replace a contact. For example, use this icon when a contact was originally entered as a free-form contact but was later added to the People and Places Administration utility, allowing the contact to be found in a search. You can replace the free-form contact with the new contact from the system.
Populate new rows in the Related Products table by selecting rows in the Related Personnel and Locations table and clicking this icon. The Find Objects window appears, where you can search for and select related products.
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If items already exist in the Related Products table, they do not appear in the search results.
If you have added a freeform product, it does not appear in the search results.
After you have added a row, enter additional information about the person or place. For example, if a contact has a Type of Patient, you can add more information, such as the age of a patient, to the Patient Details section of the Edit Details window.
If your administrator has defined additional fields in the Edit Details window, click this icon and then click OK in the Edit Details window to save the changes. If you do not click the icon, or if you cancel or close out of the window, the system does not save the changes to these fields.
6. Use the Related Products table to add products included in the customer experience, as applicable.
◦ The Name and Number fields are required. The system completes these fields when you select an existing product.
◦ Under the Quantity column, enter the quantity. This field is required.
◦ Under the Unit column, select the unit type (box, dozen, each, gross, or kit). This field is required.
◦ Under the Primary column, select one product as primary by changing the value to Yes. This field is required.
◦ When you select an object type, the system automatically completes certain fields in the Related Products table. If the object is a part instance, the system completes the Serial/Lot Number field. If the object is associated with a unique device identifier, the system completes the Unique Identifier (UDI) field.
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.
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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.
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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.
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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.
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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.
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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.
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You can only enter failure codes for parts and part instances. You cannot enter failure codes for other object types.
7. Under Additional Codes, do the following:
a. Enter customer experience event codes, as applicable, by clicking the add row icon . Event codes are used for surveillance monitoring and reporting.
b. In the Select Classification window, expand the codes tree to find the code.
c. Click OK.
8. Click Next to advance to the next page of the New Customer Experience window.
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• Alternatively, you can use the step navigator at the top of the screen to quickly move to a different step in the procedure.
• If your site has security labels enabled, you might see the Set Security Labels step as well. For more information about setting security labels, see Setting Security Labels while Creating Objects.
9. In the Set Attachments step, use the Attachments table to associate any additional documents with the customer experience. The following table describes the available icons:
Icon
Description
Remove the selected attachment.
Add a local file attachment. Local file attachments are files that you upload from your local machine to Windchill.
Click Browse to select a file on your local machine. You can also drag and drop one or more files onto the action window to upload them as attachments.
For more information, see About Drag-and-Drop.
Add a URL attachment. URL attachments are hyperlinks to content stored on a website outside of Windchill. For example, this can be a wiki page or product help site.
Add an external storage attachment. External content attachments are items that cannot be attached as local files or URL links because they are physical objects or places. For example, this can be a three-dimensional item such as a product model or prototype, or highly sensitive data stored in a secure location. An externally stored content attachment describes the content and refers the user to its location.
10. Click Next.
11. In the Select Associations step, complete the Associated Process Objects table and the Associated Reference Objects table to link the customer experience to other objects. Available objects depend on the business rules defined in your system.
Do one of the following:
◦ Click the add icon to search for and add objects as needed.
◦ Enter information in the Add by Number or Add by Name fields to add an object. As you type in the field, objects matching the information appear in a list from which you can select an object. You must enter a minimum of three characters for the list to appear.
◦ Click the paste icon or paste selection icon to paste objects from the clipboard.
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For customers using a standalone Windchill Quality Management Solutions server, the functionality for flexible links is not available. The Select Association step does not appear on the windows for creating and editing CAPAs. These windows include the Associated Reference Objects and Associated Process Objects tables.
12. Click Finish. The customer experience moves to the Evaluation workflow state.