Customer 360
The single view of the customer: contracts, finance, support, visits, and conversations in one place. It's consolidated reading — to CHANGE anything, the path is the source screen of the data. Here you understand, you don't edit.
What you find on this screen
A portrait of the screen, read from the screen itself — it changes when the screen changes.
Tabs
Tree of whysPlans of this investigation
Available actions
First whySuggest with TenkaiUseRecord the whyCancelSave planGenerate requestsSync statusCloseAdd rowRecord verdictNew plan+1
Form fields
TítuloO nome do plano de ação, do jeito que o time o chama na reunião.
ObjetivoO que o plano precisa fazer acontecer. É contra isto que a eficácia é julgada.
SituaçãoEm que ponto o plano está: rascunho, em execução, concluído, abandonado.
Resultado da eficáciaSe a causa foi realmente bloqueada. Plano concluído sem eficácia é retrabalho garantido.
Eficácia avaliada emQuando alguém voltou para conferir se o plano resolveu.
Observação da eficáciaO que o avaliador escreveu ao fechar o ciclo.
Start here
O que esta tela responde
The action plan in 5W2H format. An action without an owner and without a date is not a plan, it is an intention — those two fields are what turn the list into an enforceable commitment.
Para que esta tela existe
The 5 Whys investigation as a tree — ask "why?" until the root cause appears, with no obligation to reach 5 levels — and the 5W2H plan that attacks it: each row becomes a request with an owner and a deadline, with two separate verdicts (the execution of the action and the effectiveness on the problem). — this is the role of the "Root cause and 5W2H plan" screen within the platform.
How to
The investigation in tabs
The problem under investigation stays on top. The first tab is the why-tree (mark the root cause and create the plan from it); the plan tab holds the header, both verdicts, the 5W2H lines and the effectiveness review; the last lists this investigation’s plans. The header arrows move between plans.
Rules
Pergunte "por quê?" até a causa aparecer — sem forçar os 5
The 5 Whys tree stops at the REAL root cause, whether at the second or the sixth level — five is a compass, not an obligation. The sign you have arrived: the answer points to a process or a decision that YOU control. "Lack of attention" is not a root cause; it is where the investigation gave up.
Plano sem responsável e prazo é diagnóstico, não plano
The 5W2H closes the cause when each action has a WHO and a WHEN — and the system enforces both. An action without an owner does not happen; an action without a deadline happens "later". If the same problem comes back, this screen's history shows which plan did not really close the cause.
Gerar demandas não duplica — e Sincronizar lê o mundo real
"Generate requests" turns each filled-in 5W2H row into a request with an owner (the Who) and a deadline (the When); a row that has already become a request is not duplicated, so the button can be clicked as many times as needed. Then, "Sync status" rereads the actual state of the requests: completed on time counts as OK, open with an expired deadline counts as late. That is how the execution verdict comes from the system — and not from someone declaring they did it.
Uma anotação pode virar demanda
In the record's activity panel, each note has "Turn into request". The click creates a ticket with the note's text, who wrote it and the link to this record — nothing is retyped. Use it when the note is a request for action ("someone needs to review this"); the note stays where it was. The button only appears once the record has been saved; a read-only session (demo) doesn't create one.
Frequently asked questions
Posso salvar o plano sem responsável para definir depois?
Não — ação sem responsável e sem data é intenção, não plano; os dois campos são o que transforma o 5W2H em compromisso. Se ainda não sabe quem, coloque quem vai decidir e a data da decisão. O "por quê" até a causa-raiz não é obrigatório ter cinco níveis.
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