Module 23 · Quality
A complaint is a deadline set by someone else. Zometric registers each one against that customer's own response policy, opens its CAPA at once, and keeps the clock in front of the owner — acknowledgement, containment, root cause and final report — until the customer confirms closure.
What it does
Six capabilities, each tied to a decision your team is already trying to make.
Each customer has its own policy: hours to acknowledge, to contain and to report root cause, days to the final report, the 8D format required and whether closure needs their confirmation. Every complaint shows its next milestone and how long is left.
Registering a complaint opens exactly one CAPA in the customer's required format. Containment, root cause and closure milestones are confirmed by progress in the 8D itself — nobody updates two systems to say the same thing.
Find the suspect lots, send them into containment by location, and track returned parts through analysis. Shop-floor data and lot history sit beside the complaint, so the first response is based on evidence.
Every report sent to the customer is an issued, numbered version frozen as it was sent, alongside the communication log and the customer's own files. What you told the customer, and when, is never in doubt.
Each new complaint is matched against earlier ones for the same customer, part and defect. A repeat is marked as such — and if its earlier CAPA was closed as effective, that CAPA is flagged for review.
Customer ppm from delivered volumes, on-time response rates and customer scorecards — each KPI listing the complaints it counted. Import a customer's complaint file directly, with columns mapped automatically.
Standards & Compliance
Better Together
Zometric's modules share a single data backbone — adopting more of them compounds the signal-to-noise advantage.
One 8D problem-solving engine for complaints, audit findings and internal issues — from containment to verified effectiveness.
A risk-based audit programme, VDA 6.3 scoring and Layered Process Audits on the phone — with every finding followed to a closed CAPA.
The cross-module traceability and genealogy layer — connect every material, machine, operator and quality event into one unbroken thread, from supplier to customer.
A secure external workspace for suppliers and customer reviewers — they act from a link, with no account to create and no training to attend.
A 30-minute discovery call. A 2–3 week pilot on real factory data. Then scale at your pace.
