How To: Setup and Use ISO Preventive Reasons

Table Of Contents

Create a New ISO Preventive Reason
Add an ISO Preventive Reason to a Customer Complaint
If the Complaint Relates to a Stock Item
Complete the Complaint Details
Add a Communication Log Entry (Optional)
Save the Entry
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ISO Preventive Reasons help your team record the actions taken to prevent a problem from happening again in the future.
These reasons can be assigned to customer complaints and quality-related issues, providing a consistent way to track preventive actions as part of your quality management processes.

Setting Up ISO Preventive Reasons

Before users can record preventive actions against complaints, the available ISO Preventive Reasons must be created.

Create a New ISO Preventive Reason

  1. Open a System Data screen (show me how).
  2. Open the [ CRM Manager | ISO Preventive Reason ] screen.
  3. Press Alt+E or click Edit to enter edit mode.
  4. Press F3 or click Add.
  5. Enter a description in the Preventive Reason field.
  6. Press Ctrl+S or click Save.
The ISO Preventive Reason is now available for users to select when recording complaints and corrective actions.

Using ISO Preventive Reasons

ISO Preventive Reasons can be recorded against customer comments and complaints to document how the issue was addressed and what preventive action has been taken.

Add an ISO Preventive Reason to a Customer Complaint

  1. Open a Customer screen (show me how).
  2. Load the required customer record.
  3. Open the [ Detail | CRM | Comments / Complaints ] tab.
  4. Press Alt+E or click Edit.
  5. Press F3 or click Add in the top-left section of the screen.
  6. If this is a complaint, tick the Complaint checkbox. Leave it unticked for comments.

If the Complaint Relates to a Stock Item

  1. Click the lookup button in the Stock field or press F8.
  2. Search for and select the required stock item.
  3. Double-click the item or press Enter to populate the stock code and description.

Complete the Complaint Details

  1. Press F4 in the Status field and select the appropriate status.
  2. If required, press F4 in the User field and select the user responsible for managing the complaint.
  3. Press F4 in the Complaint Type field and select the appropriate complaint type (optional).
  4. Press F4 in the ISO Preventive Rsn field and select the required ISO Preventive Reason.
  5. Enter any additional notes in the free text area below the selected complaint line (optional).
  6. Enter the details of the preventive action in the ISO Preventive Comment field.

Add a Communication Log Entry (Optional)

If you want to record the complaint in the communication history:
  1. Click the Communication Log button.
  2. This opens the [ Customer | Detail | CRM | Communication Log ] tab.
  3. Complete the communication log entry as described in How To: Create a Customer Communication Log Entry.

Save the Entry

  1. Press Ctrl+S or click Save.
The complaint, preventive reason and supporting notes will now be recorded against the customer record.

Best Practice

When recording ISO Preventive Reasons:
  • Select the most appropriate preventive reason available.
  • Record clear and detailed preventive comments.
  • Include any actions taken to prevent the issue recurring.
  • Add communication log entries where further customer contact has taken place.
  • Keep complaint records up to date as investigations progress.
This helps provide a complete audit trail and supports quality management processes.

See Also


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