Complaint - Register Decision

This process is used to register decisions about complaints.

Before you start

A complaint must be registered in 'Complaint. Open' (MOS500).

Follow these steps

The diagram below illustrates activities involved in complaint management. This document describes the portion of the complaint management process that has to do with registering a decision, represented by the solid-line boxes in the diagram.

  1. Register Decision

    Decisions about a complaint are registered in panel E of 'Complaint. Open' (MOS500/E). As the resolution of each complaint may require several steps, each complaint may be associated with multiple decisions. Each time a decision about a complaint is registered, both the status of the complaint and the operational status of the object to which it refers are updated. In this way, the object's status is ultimately updated to serviceable.

    If several decisions have been made, they can be viewed in 'Complaint. Open Decision' (MOS520). A complaint's status, however, can only be updated using the function key F14=Functions in (MOS500/E).

    If a decision has been registered on a previous occasion, it will be displayed on the decision half of (MOS500/E). In addition, the Decision field in (MOS500/G) is updated indicating that a decision record exists. If several decisions have been registered, you scroll between them using the Page Up/Page Down keys.

    Five different types of decisions can be registered. These enable you to:

    1. Plan inspection / work order

    2. Close the complaint/No Action

    3. Put the complaint on hold

    4. Put the complaint on hold with operational restriction

    5. Create planned work order

    6. Close complaint and create and report retroactive WO

  2. Inspection/Create Planned Work Order

    Often, one of the first things done in conjunction with a complaint is to perform an inspection or other service. To facilitate this activity, default services can be proposed.

    If the default service is not applicable or to select another service, 'Work Request. Open' (MOS170) can be called using function key F14=Functions while in the E panel or using option 15='WO Proposals' from the B panel of (MOS500).

  3. Close Complaint/No Action

    After the complaint is closed, the following information is updated:

    • The object's operational status is eligible to be updated to 20 (serviceable), provided no other open complaints exist.
    • The complaint's status is updated to 80 (closed).
    • If no work order or planned WOs are detected in 'Work Request. Open' (MOS170) or 'Serialized Item. Open Service History' (MOS180), the 'No actions' field in (MOS500/E) is updated.
      Note:  A parameter (MOS500/P) determines whether this field should be updated manually or automatically.
  4. Put Complaint on Hold

    This type of decision is registered when the complaint has been determined not to impairing the operational capability of the vehicle/aircraft or part. This decision is usually made in connection with planning a corrective action.

    After the complaint is put on hold, the following information is updated:

    • The object's operational status is eligible to be updated to 20 (serviceable), provided no other open complaints exist.
    • The complaint's status is updated to 31 (on hold).
  5. Put Complaint on Hold with Operation Restriction

    This alternative is used when it has been determined that the object can be operated, however with some type of operational restriction. After the complaint is put on hold w/restriction, the following information is updated automatically:

    • The object's operational status is eligible to be updated to 30 (serviceable w/restriction) provided no other open complaints exist.
    • The complaint's status is updated to 32 (on hold w/restriction).
    • The field Hold is updated in (MOS500/E).
      Note:  A parameter (MOS500/P) determines if this field should be updated manually or automatically.
  6. Close Complaint and Create and Report Retroactive WO

    This type of decision is used when work to correct the problem has been completed. When the decision is registered, the report screen in (MOS070) is dispayed. This enables you to report time on the job. When this is completed, the work order is closed in (MOS050).

    The service that is to be used is defined in parameter 03 in 'Settings - Maintenance 2' (CRS789).

    After the complaint is closed, the following information is updated:

    • The object's operational status is eligible to be updated to 20=Serviceable, provided no other open complaints exist.
    • The complaint's status is updated to 80 = Closed.
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