Searching for software to track and trend customer complaints

[Bridget]

Hello all:
I have searched for other threads for this subject but could not find any.
My company (medical devices, Class I and IIa) experiences a lot of returns each year, some complaints but mostly preference issues. I currently use an access based program (Brand X) and trend these returns which I have used since 2000 and now the company no longer offers technical support for this version. I have tested the new version and found that the only difference was all of the “web based” additions that I do not need; in fact they removed other elements that I liked. There were also minor bugs that I had to work around which gets tiring but I will admit I like the way this version works.

At the beginning of 2004 when I tried to create a new database (I create a new database each year) I had a lot of trouble and I feel it is going to get worse. Therefore I am looking for a new program that is easily customizable to my needs and be cost effective. Please don’t suggest setting up my own database because I know nothing about Access and I only barely manage to use Excel for charting.

Does anyone have any feedback (good or bad) about software they have used? For those of you who are curious about the software manufacturer let me know and I will email you separately with their name. We own other modules from this company but have given up on them due to the length of time it takes to set them up. My ideal software would work with Microsoft Word and chart the data into Excel.

I appreciate any help with this decision.
Bridget

 

[CINDY]

Bridget,

I cannot suggest software, but it cost wise, it would be about the same to have someone write a access program for you, and load your history.

Cindy

 

[Craig H.]

Bridget:

We are a small company (160 employees). I have used Harrington's C/A Manager for some years. Not much on bells and whistles, but it works for us. You can get the data into Access, but I am not sure about Excel. I just use the charting function within the C/A program.

Good luck!

Craig

 

[Bridget]

Thanks

Thanks Cindy and Craig,
I have looked into both of your suggestions.
Bridget

 

[The Taz!]

Bridget,

I have setup many Access databases for just the purposes you mention. . . please e-mail or PM me your needs and specifications , and let me see what I can do for you. I use the facilities of Access only so that anyone who knows Access can do any maintenance or repair if necessary.

 

[mshell]

I have created an access database for use with complaints. It is not hard to manage the data and it can be easily exported to excel for reporting purposes. I am attaching a copy of the complaint form that we use to collect the information. This form is available via our intranet and can be accessed by anyone with a computer. The data is entered into the database using the attached form. I export the information to an excel spreadsheet monthly so that the reports can be updated and posted to the intranet.

 

[Al Rosen]

Bridget:

Whatever you do, keep in mind the requirements of 21cfr11. There are some stringent requirements for electronic records and there is some controversy on enforcement of these rules going on right now. I mention this FYI only. There is an FDA meeting scheduled for this week to discuss them and get industry input. Anyway, you can access the regulation here: (broken link removed)

You probably want to look at this before setting up your database.

 

[Bridget]

Electronic records

I have had our IT department review the electronic signature/records issue and they assure me we are okay. Their understanding is that if you can print the records then they do not fall under this guideline. The complaints are given to me on a form and then I enter the data into the program. This way I can search by whatever data I need to with the intent on monitoring the trends I see. The original form is then returned to the office to credit the customer account and are stapled to the credit memo (ie as listed in the quality records proc.)

All of the data that we input into a computer is already on a printed form or work order.

Do you see any holes in my method of keeping the customer return data?
Thanks,
Bridget

NOTE: I'm out of the office for three days and I am not sure if my antique laptop is going with me to check in on the forum.

 

[Bridget]

Access use

MShell and Taz:

MShell your form is very good and along the same format as my last revision, then we got a new sales manager who thinks he needs to be involved and changed the form to suit HIS use, no fear it will find a way to revise itself back one of these days!!!

Taz thank you for your generous offer but management urged me to find a off the rack program that will have training and support, no one here has any Acess experience, plus we did not purchase Acess with the new computers(except for mine). I have a demo of the Harrington Group software that is mentioned in this post and I am looking at all of the ads in Quality Digest. Plus I would like to make the data available to others for read only purposes.

I am still open (for a couple more weeks) to feedback about purchased programs.

Hey did you see the reference to the Cove forums in the ASQ Quality Digest? There might be a lot more lost souls checking in !

Thanks all,
Bridget

 

[3rdbest]

i-Sight software by Customer Expressions

Hey Bridget,

I have a friend who works at Valent Biosciences that uses software called i-Sight by a company called Customer Expressions -
www.customerexpressions.com

They have clients that are FDA regulated and from what I have seen it has a very clean and simple interface. It is also pretty quick to set it up as its supposed to be very flexible and customizable.

If you have time they would certainly be worth a look.

Good Luck,
Bob