1MRS751982-MUM
CAP 505
ABB Automation
Customer feedback
Protocol Editing Tool
User’s Guide
Customer feedback
About this chapter
This chapter contains information on how to send customer feedback.
Customer feedback database
Customer Feedback is a Lotus Notes database which ABB companies can use to
report errors, make improvement proposals and queries related to products
manufactured by ABB Substation Automation Oy. The Customer Feedback
database is connected to the change management system of ABB Substation
Automation Oy, which handles all error corrections and improvements made to the
products.
Please note that the Customer Feedback database is primarily intended for writing
reports about released products. If you are using, for example, a beta release in a
pilot project, this should be clearly stated.
Writing a customer feedback report
When writing a Customer Feedback report the following general instructions
should be taken into consideration:
• Write the report in English.
• Write only one error report, query or improvement proposal in a Customer
Feedback Report.
• If you are reporting an error, try to isolate the error as well as possible. Describe
the sequence of events and actions causing the error. If any error messages or
other debug information is provided by the system, please write it down. Include
also information of the system, e.g. a system diagram, revision information and
configuration data.
• If you are making an improvement proposal, try to describe how the improved
function should work. Avoid providing solutions. Information about the
importance of the improvement, e.g. number of projects that require the
improvement, helps us to make the decision whether and when the improvement
should be implemented.
To make a Customer Feedback Report, select Feedback Report from the Create
menu. This opens an empty Customer Feedback document. Fill out the fields listed
below. A question mark next to a field provides help for filling out the field.
Subject. This should contain a short description of the issue. A more detailed
description can be given in the Description of Feedback field below.
The type of Feedback: Comment/Improvement, Query or Complaint/Error.
Customer Information
Reporting Information. This should contain detailed information about the
product in question.
The person who you want to send the feedback to and whether you want to get a
reply from that person or not.
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