Concerns that are customer complaints, requests or support calls are entered under the respective Account.  Internal concerns such as audits, supplier non-conformances and quality improvement projects will be entered within an Internal Area.  Basic data elements include:

• Concern Type and Category
• Detail Description and Resolution
• Concern Originator and Owner
• Dates: Received, Due and Closed
• Actions

For every Concern there are two levels of ownership.  The Concern Owner has high-level responsibility for ensuring that all concerns are handled within the designated time frame and that the customer is notified of the resolution when appropriate.  Action Owners have responsibility for Corrective Actions or any other Action sub-tasks that may be required to resolve a concern.  In some cases, the Concern Owner and an Action Owner will be the same person.  In other cases, the Concern Owner will assign Actions throughout the organization.  Actions are also useful for managing tasks when external third parties are involved (i.e. Suppliers or Distributors).

Open Concerns are easily tracked and updated from within the View Menu:

• Concerns by Owner
• Actions by Owner
• Search Concerns

Once an Everest system is installed and configured, the terminology and available features will be unique.  Default system settings and features documented in the Help may be re-purposed or not in use.