Positive Trend - Rejections and Customer Complaints - What to do?

[Andrews]

Just wondering . If the no. of customer complaints / rejection in a company increases,what are the actions the Management Representative can take? What are the other situations that the Management Representative should act on without fail.

[Aaron Lupo]

Andrews said:

Just wondering . If the no. of customer complaints / rejection in a company increases,what are the actions the Management Representative can take? What are the other situations that the Management Representative should act on without fail.

You might what to find out why they are increasing first of all, what area(s) they are occuring in, what equipment-people-suppliers etc.. may be involved. Start with your basic investigation and see where it leads you.

[Randy Stewart]

You may want to initiate an 8D or CAR to start an investigation and in doing so you notify Upper Management that your customers are unhappy - if they don't already know.

[rak]

A Management Representative is a Customer's representative in the company. So essentially, all those repetitive issues which have the potential to affect the customer adversely should be acted upon. However, do make sure that you do not end up having the monkey transferred on to your back all the time.

[Sam]

Rak,
The management rep. should NEVER be charged with the responsibility for investigating complaints, internal or customer.
As Randy S stated an 8D (or some other form, IMO) can be generated describing the complaint and submitted to the appropriate manager.
The management rep. would have the responsibility for follow-up to verufy the the complaint has been addressed.

[rak]

Sam,
I agree. I never meant that Management Rep should champion complaint investigation. All I am saying is that he should be get involved in it, if its leading to Customer dissatisfaction.

Sam,I agree too.
Management rep. should be responsible for maintain the whole quality system,who need not to care individual quality issue.If the management rep is a manager and who will responsible for investigating the complaint,at that time,his/her role is not a management rep.,but is a responsible manager.