Complaint Management

Complaint Management

A complaint is a statement in which you express your dissatisfaction with a particular situation. ... A complaint is a reason for complaining.

The primary goal of complaint management is to improve customer service. ... In a broad sense, complaint management is the process by which companies handle customers' complaints. If managed effectively, complaints can help your business grow and improve its operations.

Complaint management process is supposed to reduce customer dissatisfaction and ideally even strengthen customer loyalty. Quality assurance: Through complaint management, customer feedback reaches the right departments and contributes to the improvement of the product or service

complaints management truly is an essential component of customer service and business success. Not only is it the means to gather valuable customer insight, it also helps your company progress to improvements that lead to reduced costs, increased profitability and increased customer satisfaction.

The term complaint management describes the handling of customer complaints within a company. Criticism is supposed to be evaluated in a way that is systematic and orderly, and used to create a positive impact. It is also supposed to resolve the issue that prompted the customer’s criticism. The goal of complaint management is to strengthen customer loyalty as well as quality assurance.

Customer Complaint Management : D0–D8 Stages

  • D0
  • Customer Complaint Entry
  • D1
  • Problem Solving Team
  • D2
  • Problem Description
  • D3
  • Containment Action
  • D4
  • Root Cause Analysis
  • D5
  • Verification and Validation
  • D6
  • Potential Corrective Action
  • D7
  • Preventive Corrective Action
  • D8
  • Lesson Learned

Complaint Management Process has been developed to provide a single system through which complaints about service and administrative action can be dealt with where possible internally, and to comply with the requirements for a general complaints procedure.

Types of complaint

  • Internal Complaint
  • Customer Complaint
  • Supplier Compalint
  • AMC  Complaint

What is Eight Disciplines of Problem Solving (8D)

The 8D problem solving process is a detailed, team oriented approach to solving critical problems in the production process. The goals of this method are to find the root cause of a problem, develop containment actions to protect customers and take corrective action to prevent similar problems in the future.

The strength of the 8D process lies in its structure, discipline and methodology. 8D uses a composite methodology, utilizing best practices from various existing approaches. It is a problem solving method that drives systemic change, improving an entire process in order to avoid not only the problem at hand but also other issues that may stem from a systemic failure.

8D has grown to be one of the most popular problem solving methodologies used for Manufacturing, Assembly and Services around the globe. Read on to learn about the reasons why the Eight Disciplines of Problem Solving may be a good fit for your company.

Why Apply Eight Disciplines of Problem Solving (8D)

The 8D methodology is so popular in part because it offers your engineering team a consistent, easy-to-learn and thorough approach to solving whatever problems might arise at various stages in your production process. When properly applied, you can expect the following benefits:

  • Improved team oriented problem solving skills rather than reliance on the individual
  • Increased familiarity with a structure for problem solving
  • Creation and expansion of a database of past failures and lessons learned to prevent problems in the future
  • Better understanding of how to use basic statistical tools required for problem solving
  • Improved effectiveness and efficiency at problem solving
  • A practical understanding of Root Cause Analysis (RCA)
  • Problem solving effort may be adopted into the processes and methods of the organization
  • Improved skills for implementing corrective action
  • Better ability to identify necessary systemic changes and subsequent inputs for change
  • More candid and open communication in problem solving discussion, increasing effectiveness
  • An improvement in management’s understanding of problems and problem resolution

8D was created to represent the best practices in problem solving. When performed correctly, this methodology not only improves the Quality and Reliability of your products but also prepares your engineering team for future problems.

·        8D and Root Cause Analysis (RCA)

The 8D process has Root Cause Analysis (RCA) imbedded within it. All problem solving techniques include RCA within their structure. The steps and techniques within 8D which correspond to Root Cause Analysis are as follows

Problem Symptom is quantified and converted to “Object and Defect”

    1. Problem Symptom is converted to Problem Statement using Repeated Whys
    2. Possible and Potential Causes are collected using deductive tools (i.e. Fishbone or Affinity Diagram)
    3. Problem Statement is converted into Problem Description using Is / Is Not
    4. Problem Description reduces the number of items on the deductive tool (from step 3)
    5. Comparative Analysis between the Is and Is Not items (note changes and time)
    6. Root Cause theories are developed from remaining possible causes on deductive tool and coupled with changes from Is / Is Not
    7. Compare theories with current data and develop experiments for Root Cause Verification
    8. Test and confirm the Root Causes

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