HPS Corrective Action Process for Customers

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HPSCorrective ActionProcessfor Customers

• March 2009

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Adapted global processes per issue type
Note The scope of this presentation is the
Corrective Action (CA) process only
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When to request a Corrective Action (CA)?
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Examples of required Corrective Actions

• Talked with a colleague in Brussels and they
  advised me of a fix that I was not aware of.
• Latest software releaseintroduced an old
  problem.
• Service Engineers visiting your site are not
  knowledgeable enough about the installed
  products.
• It is difficult to reach my Account Manager to
  discuss enhancements to the installed system.
• The project schedule cant be met, because not
  enough project engineers are assigned to my
  project.

A CA can be raised to report global communication
issues. A CA can be raised to report
dissatisfaction with product quality. A CA can
be raised to report dissatisfaction with the
training or skill level of the Service
Engineers. A CA can be raised to report
dissatisfaction with the attention or
availability of the Account Manager. A CA can be
raised to report dissatisfaction with the number
of assigned Project Engineers.
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How to request a Corrective Action?
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What is Honeywell Connect?

• Web application available on the Honeywell
  Process Solutions Internet www.honeywell.com/ps
• Provide customers with a direct connection to
  report and resolve Corrective Actions.
• Once registered, all customers can enter CAs
  anytime, anywhere.
• Allows customers to monitor the lifecycle status
  and resolution of
• Your raised Corrective Actions.
• CAs raised on your behalf by Honeywell employees.
• CAs raised as a result of customer satisfaction
  surveys.
• In addition, customers having signed up for the
  Solution Enhancement Support Program (SESP) are
  entitled to access their SRs and PARs through
  Honeywell Connect.

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CA Process - Highlights
Honeywell employeereceives assignmentand
presents aresolution plan within 2 business
days.
Appropriateactions taken to resolve the
issuewithin 30 days.
CA closed afterpositive review fromQuality
Advocateand the resolutioncommunicatedto the
customer.
CustomerSatisfaction
Closed loop feedback system using email
communications to customer throughout the process.
The Quality Advocateclosely drives andmonitors
the process.
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CA Process Step by Step

• When a new CA has been raised, you will
  immediately receive a tracking in order to
  review the status.
• Notification by email that the Quality Advocate
  has received your request.
• Quality Advocate will review and assign an owner
  for follow up.
• An action plan will be presented to you by the
  Quality Advocate within 2 business days that the
  CA has been raised.
• The CA owner will contact you for additional
  input as required. The target resolution
  timeframe is maximum 30 days.
• You will receive an email notification when your
  issue has been resolved, the root cause analyzed
  and a preventive action taken.
• If you are not satisfied with the resolution, you
  may email the Quality Advocate and request the CA
  to be reopened.

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How to access Honeywell Connect ?

• Honeywell
• Process
• Solutions
• Internet

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http//www.honeywell.com/ps
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Honeywell Connect - Customer View
Customers view when they select new from the
above screen. There are only 5 required fields,
although the customer may choose to fill in
additional information.
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More Information

• Link to Honeywell Connect
• For more information or questionsregarding the
  CA process and Honeywell Connect, please email
  one of the following Quality Advocates
• Terri.Linder-Britt_at_honeywell.com - Global Quality
  Assurance
• Amy.Williams_at_Honeywell.com - Americas Pole
• Laurie.Zhuang_at_honeywell.com - Asia Pacific Pole
• Jozef.Dewinter_at_honeywell.com - Europe/Middle
  East/Africa Pole