Tracking Of and What Is a Customer Complaint?

SteelMaiden

Super Moderator
Super Moderator
#31
Marc said:
Ummm, well.... How about how do you identify valid customer complaints, how are they handled, can you show me whether you have more or less this year to last year, or something like that.
Marc, I think you have hinted at something that is oft times overlooked. Validity. We put everything into a database. It goes in as a claim (money/product needs to change hands); a complaint (for whatever reason, the customer doesn't like something and would like for us to make a change); or feedback, which could be you guys give us the best product in the world.

From there we do an investigation (and the depth to which we investigate it is dependent upon the categories outlined above, the risks involved, etc) and part of that investigation is to assess the validity of the issue.

As far as tracking goes, each of us probably has a different definition of how we "track" complaints, but yes we do need to show that they were looked at, assessed, corrective/preventive actions done where applicable, and show what we do with the info. Your "show me whether you have more or less..." I think that is the intention of the standard. JMHO
 
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M Greenaway

#32
Marc

I am sure you can 'win', if you deem gaining an ISO9001 certificate winning, by defining customer complaints as whatever you want.

Remember however that customer complaints are just one process measure (and not a terribly accurate one).

Also bear in mind that an increase in recorded customer complaints might actually be an improvement if the complaints were always there in the past just never recorded.

Anyways we have an official cusotomer complaints system, we also have an RMA process, we also have a technical enquiries process. Now both the RMA and TE processes are full of issues that could provide good process performance data, and many instances that do need proper root cause analysis, and corrective/preventive action.

Often a TE can evolve into an RMA, so in order not to generate a third piece of paper in the official non-conformance system I intend to modify the TE and RMA forms to include root cause analysis and corrective/preventive action. The faults reported in these systems will use the same fault codes as the official non-conformances so that I can easily merge data from each source. Each system will also be monitored for response times.

So although the TE and RMA systems are not called 'customer complaints' i think I can show that customer issues and feedback are 'tracked' for want of a better word ;)
 
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