06/10/2026 - Network
New User Report: Eichsfelder Schraubenwerk standardizes complaint handling with BCS
How can complaints be recorded transparently, responsibilities clearly assigned, information documented centrally, and evaluations made available for management reviews? The new user report from Eichsfelder Schraubenwerk GmbH shows how BCS transforms complaint handling from emails, Excel lists and local file storage into a standardized ticket process.
When complaints need more than email, Excel and local file storage
Before switching to BCS, complaint handling at Eichsfelder Schraubenwerk GmbH already followed a defined process. In practice, however, information, files, follow-up questions and evaluations were spread across different systems: email, Word, Excel, PowerPoint and local file storage.
This made day-to-day processing more difficult. Responsibilities were not always clearly assigned, knowledge levels varied, lessons learned were not fully documented, and evaluations required a great deal of manual effort.
The user report describes how esw used this situation to consistently map complaint handling in BCS: with structured tickets, customized statuses based on the 8D methodology, clear responsibilities, central documentation and reliable evaluations.
Marc Pötzsch and Dr. Stefan Hoppe show how BCS works in quality processes
The user report was written by Marc Pötzsch, Head of Project Management and Quality, and Dr. Stefan Hoppe, Managing Director of Eichsfelder Schraubenwerk GmbH. From a user perspective, they describe why BCS is far more than a project planning tool for esw.
With BCS, we have transferred our complaint handling from emails, Excel lists and local file storage into a standardized ticket process. Today, responsibilities, status, documentation and evaluations can be tracked centrally, right through to reporting for management reviews.
Marc Pötzsch, Head of Project Management and Quality, Eichsfelder Schraubenwerk GmbH
esw GROUP: safety-relevant components and clear quality requirements
Eichsfelder Schraubenwerk GmbH is part of the esw GROUP, headquartered in Heilbad Heiligenstadt, Germany. The family-run, medium-sized company manufactures sophisticated metal-plastic products and supplies customers in industries including automotive, commercial vehicles, furniture and construction.
A particular focus is on safety-relevant components used, for example, in belt tensioner systems, restraint systems and door check systems. Quality, traceability and clear processes are therefore central requirements in day-to-day work.
Today, esw uses BCS in many areas of the company: from project planning and resource management to project controlling, project communication and document management, as well as quality management, the ticket system, contact management, inventory management and contract management.
Why BCS became a central process tool for esw
The report makes it clear that esw does not view complaint handling in isolation. The goal is to use BCS as a shared element of corporate communication. Information should not simply be stored, but remain directly linked to tasks, projects, tickets, customers and processes.
For complaint handling, esw uses BCS today for, among other things:
structured ticket entry with standardized text modules
status messages based on the 8D methodology according to VDA
clear assignment of main processors and additional processors
central documentation of follow-up questions, files, images and lessons learned
Kanban boards for an overarching process view
KPI evaluations for management reviews and continuous improvement
The combination of detailed view and overview is particularly helpful: while all relevant information remains documented in the individual ticket, the Kanban board provides a bird’s-eye view of which complaints are in which status and where action is required.
What other companies can take away from the user report
The user report is especially relevant for companies that want to manage complaints, quality processes or other recurring workflows more transparently.
It is particularly interesting for quality managers, project managers, process owners, management teams, PMO teams and companies in regulated or safety-critical industries that want to bring information, responsibilities and evaluations together centrally.
The practical report shows how grown email, Excel and file storage structures can be replaced by a standardized ticket process — without losing the overall view.
Greater traceability, clear responsibilities, better reporting
With BCS, esw has made complaint handling more centralized, transparent and reliable. Complaints are recorded in a structured way, managed through defined statuses and linked with responsibilities, documents and knowledge directly in the workflow.
BCS also creates a reliable basis for management reviews. KPI evaluations on ticket status, error categories, error types and other complaint-related indicators support quality management, management evaluation and continuous improvement.
The user report provides practical insights into how Eichsfelder Schraubenwerk GmbH uses BCS to manage complaints in a standardized, traceable and evaluable way, while also laying the foundation for further management system processes.
Read the full user report now and discover how Eichsfelder Schraubenwerk GmbH uses BCS to manage complaints in a structured, traceable and evaluable way.
The case study shows how Eichsfelder Schraubenwerk GmbH used BCS to transform complaint management from scattered emails, Excel lists and local storage into a standardized ticket process.
