Follow-ups

A follow-up is a problem someone must fix — and then show that the fix held. When a fridge is too warm, a checklist step is not met, an inspection finds something or a delivery comes short, Mihwar opens a follow-up at that branch, puts a person on it, gives it a due time, and keeps it open until the cause is found, the fix is done and a second person has checked it. For the crew it is one page that says what to do next; for an inspector it is the proof that the problem was understood and fixed.

A problem, from the moment it is found to the check that the fix held
Any appA problem is foundA fridge reads too warm.
Follow-upsA follow-up opensAt the branch, with a person and a due time.
CrewSomeone takes itThey write why it happened and what was done.
ManagerA second person checksThen closes it, or sends it back.
Days laterDid the fix hold?The fix is looked at again on the day chosen.
Nobody else who could check it? Then the one manager closes it — and the record says so.

Find your part

Where follow-ups come from

Most open by themselves, the moment another app records the problem, at the branch where it happened. The person handling it is the one the source names — an inspection names the person responsible — and otherwise the branch’s follow-up manager, a manager there who handles follow-ups. If the branch has none, nobody has it yet and the managers are told.

  • A checklist step that is not met — a critical step (a reading outside its limits, a step marked as failed, or one the cook couldn’t do) opens a High follow-up at once, with the reading, the note and the photo. A checklist that runs late opens one when its escalation says so (the strict food-safety one does), and when a checklist is missed more than three times in a week at a branch, Review asks a manager Open follow-up. See Checklists.
  • An inspection — a critical item that is not met opens a Critical follow-up at once. Every finding becomes a follow-up for the branch when the inspection is submitted, for the person named responsible. A gap found in a mock audit opens one too (Submit audit + open follow-ups). See Quality.
  • A delivery that comes wrong — when a branch receives a delivery and flags a line as short, too many, damaged or replaced by another item, a follow-up opens at that branch with the lines listed on it. The more lines are wrong, the more serious it is. A supplier order received with wrong lines opens one at the place that received it. See Smart Ordering.
  • Equipment — a work order marked High or Critical opens a follow-up, so the repair gets a cause and not only a fix; a machine that breaks again and again opens one too (see below). See Work orders.
  • By hand — tap Open a follow-up for anything you notice that no check caught, such as a cracked tile, or for a customer complaint. Say what the problem is, the branch, what it is about (a customer complaint, equipment, Quality, receiving or something else), how serious it is, who handles it and when it is due. You can handle it yourself or leave it to the branch’s follow-up manager; a manager can also choose anyone at that branch, or nobody yet. A customer complaint also asks for the complaint type, how it reached you, the product and the batch.

One problem never has two open follow-ups: the same step that was not met, the same machine or the same delivery finds the one that is already open.

From New to Closed

  1. New

    Every follow-up starts New. Someone takes it — I’ll handle this — or a manager gives it to a person at that branch. If nobody takes it within a day, Mihwar gives it to the branch’s follow-up manager — or, when the branch has none, to the person head office chose in the follow-up rules — and tells them. When there is nobody to give it to, the managers get one notice a day.

  2. Finding the cause

    As soon as an answer is saved it moves to Finding the cause. Write Why it happened — or ask “why?” step by step until you reach the real cause, not the symptom.

  3. Being fixed

    When What we did right away and Why it happened are both written, it moves to Being fixed. Add What stops it happening again, notes and photos. If a repair is needed, open a work order from the follow-up.

  4. Waiting to be checked

    When it is fixed, tap Fixed — ask for a check. A second manager reads the answers and looks at the photos.

  5. Closed

    The checker taps Checked — close it, or Not fixed yet — send back with a reason, and it goes back to Being fixed. Closing records who checked it and when — and when to look again.

Finding yours and taking one

On your branch’s home screen the Follow-ups card lists Yours and Open at your branch; when a list is longer than the rows shown, See all opens the full list. Or open Follow-ups in the menu. It opens on Needs me when something is waiting for you — the follow-ups you handle and, for managers, the ones nobody handles yet and every one waiting for a check — and otherwise on Open. The other tabs are Waiting to be checked, Closed and Cancelled (the last 30 days of each).

Each card shows how serious it is, its stage, the branch, who handles it and one line about time — Overdue by 2 days, Due today, Due tomorrow. Overdue ones come first, then the most serious. Tap Filter to narrow by stage, how serious it is, where it came from or branch, to show Overdue only, or to search by title; Clear filters brings everything back. A page shows 30 and Show more adds 30 more.

Open a card. If it says Nobody handles this yet., tap I’ll handle this: it is yours now and the stage becomes Finding the cause. If someone else handles it you can still read it and add a note or a photo, and a manager can write the answers of a follow-up a cook handles.

The three questions

Every follow-up is answered in the same three questions, each with an example under it: What we did right away, Why it happened and What stops it happening again. The third is marked Needed for serious ones: a High or Critical follow-up cannot be sent for a check without it.

  • Why it happened — write it, or tap Ask “why?” step by step and answer up to five times, asking “why?” again of each answer, until you reach something you can change. Either way counts as the answer.
  • Draft with AI — where your organization has AI turned on, this button above the boxes writes a first version from the facts and from similar follow-ups at the branch. It fills only the empty boxes, nothing is saved until you press Save, and Undo puts back what was there. See AI in Mihwar.
  • Save — appears once you have typed something. You do not have to press it before asking for a check: Fixed — ask for a check saves and asks in one tap.
  • Notes and photos — at the top of What has been done, write what you did or found and tap Add a photo to open the camera. A photo can be up to 10 MB, and each one is stamped along the bottom with the branch, the date and your name. The one button under the note is named for what it adds: Add a note or Add the photo.

Asking for a check

When you have written what you did and why, tap Fixed — ask for a check. The button stays grey until nothing is missing, and the box above it, Before you ask for a check:, lists what is: an answer not yet written; Add a photo of the fix, when an inspection asked for one (tap the line to open the camera); or Finish the work order first, when a repair linked to the follow-up is not done (tap the line to jump to it).

It then shows Waiting to be checked, and the managers who can check it are told. Where nobody else could check it — one manager and no one else to ask — nobody is told, and that manager closes it themselves; the page, the history and every PDF say “… — nobody else could check it”.

Spotted a mistake, or want to change an answer? Take back my request puts it back to Being fixed. If the checker sends it back, a yellow box at the top says what is not finished and your answers are still there: fix it, add a note or a photo, and ask again.

Checking a fix

When a fix is waiting you are told (Waiting for your check) and it is on Needs me. Open it: Next step shows who asked, the three answers as they were written, the photos added, and Check again in. Read it, look at the photos, then choose.

  1. Choose when to look again

    Under Check again in pick 7, 14, 30 or 60 days. High and Critical follow-ups must have a second look, so No second look is not offered for them; the choice starts on 14 days (High) and 30 days (Critical). A Medium one starts on 7 days, and a Low one on No second look.

  2. Close it

    Tap Checked — close it. Closing records who checked it and when, and the page says when the second look is due.

  3. Or send it back

    Tap Not fixed yet — send back and say what is still not right. The reason is kept on the follow-up, shown at the top of the page of the person handling it, and they are told.

Closing waits for the same things as asking did (the answers, the photo of the fix, the work orders) and for one thing more. If procedures are linked to the follow-up, the box Before you can close it: lists them under Read and sign these first:. Tap one, read it and sign (Sign: I’ve read it) — it opens over the follow-up, so you do not leave the page. A signature you gave before the follow-up opened does not count. See Documents.

If a retraining booked from the follow-up has not taken place yet, Mihwar asks first — Close anyway or Not yet — and the history says it closed before the retraining. It never stops you.

Did the fix hold?

A closed follow-up is not forgotten. High and Critical ones always get a second look, on the day chosen when they were closed; the others can have one. On that day:

  • From a checklist, Quality, a delivery or equipment — Mihwar looks by itself whether the same problem was reported again after it closed. If it was, a new follow-up opens — Came back: … — linked to the closed one, and the people on it are told. If not, the history says Checked by itself: the problem has not come back.
  • A customer complaint, one opened by hand, a mock-audit gap — Mihwar cannot judge these, so it asks whoever closed it: Time for a second look, on the bell.
  • A manager can answer by hand — the card Did the fix hold? asks what you saw, then Yes, it held or No, it came back. “No” reopens the follow-up to Finding the cause and tells the people on it. The card is there once the day has come — or at once, when no second look was planned. Until then it says when the second look is due, and only Reopen is offered.

Cancelling and reopening

A manager cancels a follow-up that is not a real problem or is a duplicate: More, then Cancel this follow-up, with a reason. It moves to Cancelled and stays on record. A manager reopens a closed or cancelled one that came back or was closed by mistake: Reopen, with a reason; it goes back to Finding the cause. Each reason stays on the follow-up and the people on it are told. A finding that an inspector takes back (the inspection is sent again without it) cancels its follow-up by itself — but only while it is still New.

Handing it on, linking and retraining

  • Change who handles it — the person icon at the end of a card, or Details on the follow-up (Change who handles it, or Assign when nobody does). Only people who can open the follow-up at its branch are listed, and the new person is told. Under Details you can also change the due date and how serious it is; each asks you to confirm.
  • Work orders — Open a work order in the Work orders card opens the form for this branch with the follow-up already chosen. It stays linked: the follow-up cannot be sent for a check or closed while the work order is open. See Work orders.
  • Procedures to read — if you may write documents, Link SOP ties a procedure to the follow-up. The person who checks it must sign it first.
  • Linked follow-ups — Link another follow-up: it is the same problem, related to another, caused by another or grouped with another; add a note if you like. The link shows on both, and removing it asks you to confirm.
  • Book retraining — More, then Book retraining: choose who needs it (the person handling the follow-up is chosen first) and what it covers. Mihwar books a two-hour training shift at the branch, tomorrow from the next full hour, sends it to that person at once and tells the branch’s managers; move it on the schedule if another time suits better. There is one per follow-up: asking again says it was already booked, and a training that was cancelled or missed can be booked again. It needs Scheduling turned on and a follow-up that has a branch.

When it keeps coming back

When the same problem is recorded again and again — the same checklist step or inspection item at a branch, delivery problems at a branch, or the same machine — Mihwar opens one follow-up for the lot: Keeps happening: …, one step more serious than the worst of them, and tells the branch’s managers. By default it waits for 3 in 30 days; head office changes the number (2 to 20) in the follow-up rules. Each follow-up in the group shows a strip — Follow-up 2 of 3 for this problem in the last 30 days — with the others listed and a link to the one that groups them. Closing the group does not close the others.

A machine that breaks three times in 30 days opens Keeps breaking: …, High. When the machine already has an open follow-up, the new breakdown is written on it and it goes one step more serious (never past Critical); its people are told Happened again. Being late never makes a follow-up more serious by itself.

When a delivery came wrong

A delivery problem lives at the branch that found it. When a branch receives a delivery and flags a line — short, too many, damaged or replaced by another item — a follow-up opens at that branch with each wrong line listed (Olive Oil — short: asked for 12, received 10), and the warehouse that sent the delivery is told. The branch handles it like any follow-up: find out where it went wrong, and close it when the goods are put right. See Smart Ordering.

The warehouse team never opens, closes or hands on the branch’s follow-up. You answer it from Receive discrepancies: open the row and tap Our mistake — acknowledge or We sent it all — push back, with a note if you like. Your answer is added to the branch’s follow-up, and the person handling it — or the branch’s managers — is told. Nothing else changes: the branch closes it. You can answer again later; the latest answer is the one the list shows. See Warehouse & deliveries.

If the screen says the branch’s follow-up isn’t open yet, wait a few minutes: it opens with the receipt, and Mihwar tries again every 5 minutes.

Rules and templates

Head office sets how follow-ups work under Follow-up rules (the Follow-up rules button at the top of the list; branch managers do not see it). The defaults suit most restaurants, and each card saves on its own.

  • How soon is a follow-up due? — a time for each of Critical, High, Medium and Low, from 2 hours to 30 days (they start at 4 hours, 1 day, 3 days and 7 days). It applies to follow-ups opened from then on, and a note appears if a more serious follow-up gets more time than a less serious one.
  • Who takes care of them? — each branch’s manager takes care of its follow-ups. When a branch has no manager, or nobody takes one within a day, it goes to the person you choose here — someone who can manage follow-ups at every branch — or to Nobody — tell the managers instead.
  • Problems that keep happening — how many times the same problem must happen within 30 days before Mihwar opens a Keeps happening follow-up (2 to 20).
  • Make some follow-ups more serious (Advanced) — rules. A rule names a source (a checklist, Quality, receiving, equipment or a mock audit), At least this serious, and optionally words the title must contain. A rule only ever raises how serious a follow-up is, never lowers it; when several match, the most serious one applies.

Follow-up templates pre-fill what each source’s follow-ups start with: a title prefix, a description added to the source’s own, and if you want a higher severity or a sooner due time. They apply to the sources that open by themselves — a checklist, Quality, receiving, equipment and a mock audit — and if several are on for one source, the one saved last is used. Switch off stops new follow-ups using a template; those already open keep what it filled in.

Background jobs (managers) shows whether the four jobs behind all this are running: handing on follow-ups nobody took, grouping repeats, the second look and the overdue reminders. If one has stopped, tell Mihwar support: open follow-ups are safe, but that work is not happening.

The PDFs for an inspector

Three PDFs, in the language you read — right to left in Arabic, with Hijri dates if your organization uses them. They download in place, so you stay on the page. Nothing in a follow-up’s history is ever edited or removed, so a copy made later has the same history plus anything added since.

  • Follow-up file (PDF) — under More on a follow-up: one follow-up from start to finish — the details, what happened, the three answers, the follow-ups and work orders linked to it, and the whole history.
  • Regulator report — also under More: the formal record for an inspector, headed Follow-up record: the details, the three answers, whether the fix held, a sign-off that says who opened it and who checked it (or that nobody else could), a list of the photos added (when, and by whom), and the history.
  • Export register — the button at the top of the list, for managers: every follow-up in a period you choose (the last 7, 14, 30, 60 or 90 days, or 6 or 12 months), optionally narrowed by where it came from or by stage. It holds the ones opened in the period, the ones opened earlier that are still open and the ones closed in it. It holds up to 2,000 and says so when it stops. A branch manager gets only the branches they manage, and follow-ups made from sample data are left out.

Anyone who can open a follow-up can download its two PDFs.

Where Follow-ups connects to other apps

Follow-ups is where the other apps’ problems end up, and where their fixes start. Most of it is automatic; the rest is a button on the follow-up. The whole picture is in How the apps work together.

  • Into Follow-ups, by itself — a critical step that is not met in Checklists; a critical item or a finding in Quality; a delivery flagged on receiving in Smart Ordering; a High or Critical work order, or a machine that keeps breaking, in Work orders.
  • Work orders — Open a work order from a follow-up. It stays linked, and the follow-up cannot be sent for a check or closed while it is open.
  • Documents — Link SOP: the person who checks must sign the procedure before closing. The signature is kept in the document’s own list as given from a follow-up (Documents).
  • Scheduling — Book retraining puts a training shift on the schedule (Scheduling).
  • Quality — a form set to When a follow-up opens starts an inspection at that branch when a follow-up opens there, due an hour later.
  • Smart Ordering — the warehouse answers a delivery problem from Receive discrepancies, and the answer lands on the branch’s follow-up.
  • AI — Draft with AI, where your organization has it turned on (AI in Mihwar).
  • Branch home and the Dashboard — the Follow-ups card on a branch’s home, and head office’s card with open, overdue and recently closed by branch. Each number is a link into the list, already filtered to what it counts.

Who is told what

  • The person handling it — when a follow-up is opened for them or given to them, when it is sent back (with the reason), when it is reopened, when the fix did not hold or the problem happened again, when the warehouse answers a delivery problem, and once a day while it is overdue (between 8:00 and 20:00 on your organization’s clock; three or more come as one notice).
  • The managers of its branch — when one opens with nobody on it, when one waits for their check, when a problem keeps happening, and when a follow-up is reopened or the fix did not hold. They also get one notice a day about follow-ups nobody could be given. Head office hears the same for every branch, and alone for follow-ups that belong to no branch.
  • Whoever reported it — when it is closed (fixed and checked) or cancelled. The person handling it is told too, when someone else closed it.
  • The warehouse team — when a branch flags a delivery they sent.
  • Whoever closed it — when the day of the second look comes for a follow-up Mihwar cannot judge by itself.

Who may do what

  • Crew and supervisors — see the follow-ups at their own branch, open one, take one nobody handles, write the three answers and ask for a check on the ones they handle, take the request back, add notes and photos to any follow-up still open, link follow-ups and download the two PDFs. They cannot check or close one, send one back, give one to someone, change its due date or how serious it is, cancel, reopen or book retraining.
  • Branch managers — everything crew can do, plus: give a follow-up to someone at the branch, change its due date and how serious it is, check other people’s follow-ups and close them or send them back, cancel and reopen, answer Did the fix hold?, book retraining, link procedures, export the register and see Background jobs — for their own branches.
  • The warehouse team — handle the follow-ups of their own place like a branch, and answer delivery problems from Receive discrepancies.
  • Head office — all of this across every branch, the follow-ups that belong to no branch, and Follow-up rules and Follow-up templates.
  • Drivers — have no Follow-ups.

Branch and warehouse people see only the follow-ups of their own places; those that belong to no branch are head office’s. An address you may not open says Follow-up not found, the same page whether it exists or not. Your administrator can change what each role does in People & roles; a role can even be set to only read follow-ups, with no buttons.

Questions

Do I have to open follow-ups myself?

Rarely. The common ones open by themselves from a checklist, an inspection, a delivery or equipment. Tap Open a follow-up only for something you noticed that no check caught, or for a customer complaint.

Why can’t I close my own follow-up?

Someone else checks the fix before it closes — that second look is the point. Whoever handled it, or asked for the check, cannot check it: ask another manager. If you are the only manager who could check it, you can close it yourself, and it is marked that way.

Why is there no “Checked — close it” for me?

You handled it or asked for the check, you are on the crew, or it is not waiting for a check yet. The card tells you: Waiting for a manager to check it.

“Fixed — ask for a check” is grey.

The box above it, Before you ask for a check:, lists what is missing: an answer (the third only for High and Critical), a photo of the fix when an inspection asked for one, or a work order that is not finished. Do each line; the one about the work order jumps to it.

“Checked — close it” is grey.

The box Before you can close it: lists what is missing — the same things, and any linked procedure you have not signed since the follow-up opened. Tap each one under Read and sign these first: and sign.

I opened one by mistake, or it is not a real problem.

A manager cancels it with a reason (More, then Cancel this follow-up). It moves to Cancelled and stays on record.

Why can’t I change the due date, or who handles it?

Managers do that, under Details. Ask your manager.

I can’t find a follow-up.

You see only the follow-ups of your own branches; the ones that belong to no branch are head office’s. Closed and Cancelled show only the last 30 days, and a filter may be hiding it: tap Clear filters. An address you may not open says Follow-up not found, whether or not it exists.

It says “Someone else just changed this follow-up.”

Two people saved at once. Look at the page again; under a box you may see the other person’s words with Use theirs and Keep mine.

Why isn’t “Book retraining” in my menu?

Only managers see it, only when Scheduling is turned on, and only on a follow-up that has a branch.

The photo won’t add.

Photos only, up to 10 MB each. If it says photos can’t be saved right now, try again a little later.

Why did a follow-up become more serious by itself?

Either a rule or a template head office set raised it when it opened, or the same machine broke again and the new breakdown was written on it. The history says why — for example Raised to High: it happened 4 times in 30 days. Being late never raises it.

I answered a delivery problem, but it says the branch’s follow-up isn’t open yet.

It opens with the branch’s receipt and Mihwar tries again every 5 minutes. Try again in a few minutes.

Nobody got an alert.

The bell always has it, in the person’s own language. The phone buzzes only where notifications are turned on, and e-mail comes only for a new High or Critical follow-up and for a request for a check. Nobody is told what they did themselves; sample follow-ups tell nobody; and when nobody else could check, nobody is told.

I can’t open Follow-up rules.

They are head office’s. Branch managers run their branch’s follow-ups, not the rules every branch works by.

What happens to a follow-up nobody takes?

After a day Mihwar gives it to the branch’s follow-up manager — or, when the branch has none, to the person head office chose in the rules — and tells them. If there is nobody to give it to, the managers get one notice a day.

Can I use Follow-ups without a signal?

No. Taking a follow-up, saving, asking for a check and adding a photo all need a connection, and nothing is saved until it comes back. If a tap says it didn’t work, check your connection and tap again.

Who sees a follow-up that has no branch?

Head office only. Branch and warehouse people cannot open it and are not told about it.