MMOG.np USER GUIDE

How to deal with Customer feedback

‘Supplier perspective’

Release 3.1.0

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Release 3.1.0 © Odette International Ltd

Contents

1. IMPORT CUSTOMER REVIEW RESULT AND UPDATE REJECTED ANSWERS ................................. 3

1.1. Import assessment review result from customer ............................................................... 3

1.1.1. Option 1: Using the internal mailbox service ...................................................................... 3

1.1.2. Option 2: Importing the assessment review as an XML file ............................................... 5

1.2. Update assessment according to review results received from customer ......................... 7

1.3. Update criteria according to the workflow policy .............................................................. 9

1.3.1. Standard mode .................................................................................................................. 10

1.3.2. Collaborative mode ........................................................................................................... 11

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Release 3.1.0 © Odette International Ltd

1. IMPORT CUSTOMER REVIEW RESULT AND UPDATE REJECTED ANSWERS

1.1. Import assessment review result from customer

There are 2 options to import assessment review result (feedback) from customers

- Option 1: Receive the assessment review directly in your MMOG.np internal mailbox

- Option 2: Receive the assessment review as an XML file and upload it.

1.1.1. Option 1: Using the internal mailbox service

After reviewing an assessment that you have sent using the internal mailbox service, your customer

will send back the result, also using the internal mailbox service.

Important:

- To import the result of an assessment review made by your customer you must be logged-in

as a C-Admin or a S-Admin

To access the internal mailbox service, select “Mailbox” in the Assessments menu

Here you will find all incoming assessment review results from your customers.

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Import assessment

If you then refresh the list, you will no longer see the assessment listed.

Assessment status is updated in the assessments list.

Note 1: If you have re-started an assessment to update it after sending it to a customer you will get

an alert message when importing the feedback file because an assessment mut have a ‘Finished’

status before feedback can be imported

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Note 2: if you have updated (and finished) an assessment after sending it to a customer you will get

an alert message when importing the feedback file because it no longer matches with your current

version of the assessment.

1.1.2. Option 2: Importing the assessment review as an XML file

After reviewing an assessment that you have sent, your customer may create an XML file of the

result of the review and send it to you by some means (probably email).

Important:

- To import the result of an assessment review made by your customer you must be logged-in

as a C-Admin or a S-Admin

Select “Import customer feedback” in the Assessments menu.

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Select the customer XML file to be uploaded.

Assessment has been successfully imported.

Select “All assessments” in the Assessments menu to display assessment with customer feedback.

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1.2. Update assessment according to review results received from customer

Important:

- To update an assessment, you can be logged-in as a C-Admin, S-Admin or Assessor

- When updating criteria, don’t forget to “save” on a regular basis

The reviewed assessment has been imported and can be opened by clicking on it.

Opened assessment

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An assessment must be started before it can be updated. To start assessment update, click on the

“Start assessment” button.

Select “Show criteria with customer feedback” (Advanced Filters) to all display criteria reviewed by

customer

Open criterion by clicking on symbol and update your original answer.

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1.3. Update criteria according to the workflow policy

There are 2 options for Workflow policy: Standard and Collaborative (see below).

You can select the appropriate workflow policy either globally via your “own company” record or on

a customer-by-customer basis.

By selecting “Standard” or “Collaborative” you will change the behaviour for assessment updates.

Standard: Standard mode does not allow the supplier to change the responses given by customers.

This is the best practice to manage MMOG/LE self-assessment and by default, the workflow policy is

set to “Standard”.

Collaborative: Collaborative mode allows the supplier to change the responses given by customers.

This should be used in collaboration with your customer during a joint review or audit. If customer

responses are changed during this process, you will need to send the updated assessment to your

customer once again to ensure that both of you have the same version of the assessment.

You can switch the workflow policy at any time.

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1.3.1. Standard mode

Update rejected criteria

For each rejected criterion, you can change the compliance and update fields.

For example, change compliance from YES to NO and update associated information.

It can be useful to select (Advanced Filters) to see previous

answers.

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1.3.2. Collaborative mode

By selecting Collaborative mode, you can edit the Customer response as well.

- Update compliance for all rejected answers, according to feedback from customer review.

- You must “Finish Assessment” before sending the assessment back to your customer for

further review.

- The cycle may be repeated until there are no more rejections.

- Standard mode is the default “workflow policy”, Collaborative mode should be selected only

for audit or joint review between supplier and customer.