HANDLING CUSTOMER COMPLAINTS

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There are two ways to improve over the normal. Learn from your own mistake is the first, and the root cause analysis to put corrective actions is the second. Unless practiced, the operation mis-fructifies is an aborted or lame product.

There were several customer complaints one of the organizations I was working with was receiving over a length of time. The worry was a repetition of complaints.

It is the gist of the case study that helped eliminate the repeat nature of complaints.

Customers all across have understood that assurances from Production, QA and R&D departments are lip-services and aimed at tiding over the consignments supplied.

A total of 382 numbers of complaints were received during the period 1992 to 2004 were analyzed. The gist of the data analysis is:

75% of the complaints were related to products, while the remaining 25% were related to packaging, logistics, and after-sales services. But while the product itself was not satisfactory, other factors only aggravated the dissatisfaction of the customers.

The problems were tided over by making a systematic study on strength aspects.

A simulation model called GPeng Model immensely helped to eliminate the product-related complaints. 



Over the next year onwards, the organization did start earning a good reputation in the market. Today it is producing double the capacity it was producing in its fledgling period 2004.



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