Incident Management Procedure Using Salesforce Cases for
...
Information Management System
Objective: To establish a clear and efficient procedure for managing incidents within the Quality Information Management System (QMS) using Salesforce cases. This procedure ensures that all incidents are reported, investigated, resolved, and analyzed analysed to prevent recurrence.
Roles:
Quality Information Security Manager is Jan Tenenberg
Incident Management System Login: login.salesforce.com
1. Scope
This procedure applies to all incidents related to quality Information Security issues, non-conformance, customer complaintsdata incidents, or other qualityinformation-related events that could impact the organization's products, services, or processes.
...
Incident: An event that leads to, or has the potential to lead to, non-conformance or a quality information security issue within the organization.
Salesforce Case: A record in Salesforce used to document, track, and resolve incidents.
Case Owner: The person responsible for investigating and resolving the incident.
Case Status: The current stage of the incident within the Salesforce system (e.g., New, In Progress, Resolved, Closed).
...
Employees: Report incidents by logging a case in Salesforce.
Quality Information Security Manager: Assigns cases, monitors progress, reviews incident analysis, and ensures timely resolution.
Case Owner: Investigates the incident, determines root cause, implements corrective actions, and closes the case.
...
4.2 Case Assignment
Step 2: The Quality Information Security Manager receives a notification of the new case.
Reviews the details of the incident.
Assigns the case to an appropriate Case Owner based on expertise and availability.
Updates the case status to "Assigned."
...
4.5 Review and Closure
Step 5: The Quality Information Security Manager reviews the completed corrective actions.
Verifies the effectiveness of the actions taken.
Ensures no recurrence of the incident.
Changes the case status to "Resolved."
If further actions are needed, the status is changed back to "In Progress" and the Case Owner continues with additional CAPAs.
4.6 Closure and Reporting
Step 6: The Quality Information Security Manager reviews the case for completeness and final approval.
Updates the case status to "Closed."
Generates reports from Salesforce on incident trends, root causes, and CAPA effectiveness.
Distributes the incident report to relevant stakeholders for further learning and improvement.
...
6. Monitoring and Reporting
The Quality Information Security Manager will review all open cases on a weekly basis to ensure timely progress.
Monthly incident reports will be generated from Salesforce to track trends, identify recurring issues, and ensure continuous improvement.
High-priority or recurring incidents will be escalated for management review.
...
Feedback from case owners and team members will be regularly collected to improve the incident management procedure.
Lessons learned from resolved cases will be integrated into training programs and process improvements.
...
This procedure ensures incidents are effectively captured, investigated, and resolved, promoting continuous quality improvement across the organization.