General overview of 8D process

The general assumptions of the 8D process reduce the complaint process to filling in information at subsequent steps by selected individuals and to dedicated approval processes, namely:

Step	Responsible Party	Approval Party	Description
D0	Buyer/QA	None	Initiation of a new complaint (filling in header data). The Buyer/QA sends the complaint to the supplier.
D1-D3	Supplier	Buyer/QA	The supplier fills in the required information for steps D1-D3. After correctly filling in the information, they send steps D1-D3 to the Buyer/QA for approval. The Buyer/QA can either accept the steps or reject them and request changes in the selected tabs.
D4	Supplier	Buyer/QA	The supplier fills in the required information for step D4. After correctly filling in the information, they send step D4 to the Buyer/QA for approval. The Buyer/QA can either accept the step or reject it and request changes in the tab.
D5-D6	Supplier	Buyer/QA	The supplier fills in the required information for steps D5-D6. After correctly filling in the information, they send steps D5-D6 to the Buyer/QA for approval. The Buyer/QA can either accept the steps or reject them and request changes in the selected areas.
D7	Supplier	Buyer/QA	The supplier fills in the required information for step D7. After correctly filling in the information, they send step D7 to the Buyer/QA for approval. The Buyer/QA can either accept the step or reject it and request changes in the tab.
D8	Buyer/QA	Supplier	The Buyer/QA fills in the evaluation of the supplier and (if any) costs the supplier agrees to cover. Then Buyer/QA send step D8 to the supplier for approval. The supplier can either accept step D8, which will finish the complaint process, or reject it and request a correction in the evaluation or discuss about complaint costs.

IMPORTANT:

The steps mentioned above have strictly defined completion times, both for the supplier and the Buyer/QA. The default reaction times are shown in the table below:

Step	Completion Time
D0	-
D1-D3	1 day
D4	7 days
D5-D6	14 days
D7	25 days
D8	30 days

In specific cases, these completion times can be manually adjusted by the Buyer/QA.

Complaint Process - Step by Step

EMAIL NOTIFICATION AND LOGGING INTO THE PLATFORM

Upon receiving an email notification about the creation of a new complaint, the supplier clicks on the link to be directed to the login screen of the Nextbuy platform.

NextBuy 2.0 Baza wiedzy > 8D Claims - Description of the process > image2024-6-14_12-0-2.png

After entering login and password, the supplier is taken to a view with a list of complaints that have been submitted to their company.

NextBuy 2.0 Baza wiedzy > 8D Claims - Description of the process > image2024-6-14_12-1-27.png

The view presents the complaints from newest to oldest. Another important piece of information on the list is the current status of the complaint, such as:

D1 - new complaint. Steps D1 to D3 are awaiting completion by the supplier.
Status color also matters:
- Orange - the deadline for completing steps D1-D3 has not been exceeded.
- Red - the deadline for completing steps has been exceeded.
- Green - the steps have been accepted by the recipient.

NextBuy 2.0 Baza wiedzy > 8D Claims - Description of the process > image2024-6-14_12-2-56.png

CLAIM HEADER

By clicking on the complaint name, the supplier is taken to the detailed view of the submission. The header view is divided into 5 sections:

Basic Information - includes the reason for the complaint, the complaint number, and the relevant order number.
Claim Details - contains detailed information about the item/service being complained about, including the delivery date concerned.
Attachments - contains links to documents/photos attached by the QA team, showing the reason for the complaint.
Costs - if the complaint involves additional costs to the supplier, such information will be presented here.
Claim Deadlines - contains information about the deadlines for providing the necessary data for the steps in the complaint process.

IMPORTANT:

The information available in the complaint header is not editable by the supplier - it is for informational purposes only. To start the complaint process, the supplier must navigate to the D1 tab.