Abstract
A key goal of complaint management is to make a substantial contribution to quality management by using the recorded complaint information for measures of improvement. Four relevant aspects are considered in this chapter:
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Applying quality planning techniques to the development of problem solutions: with the help of Cause-And-Effect Analysis and Failure Mode and Effect Analysis (FMEA) the causes of the problems mentioned in complaints can be systematically investigated and correction processes can be initiated.
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Analyzing complaint information in teams: proposals to eliminate the causes of problems should be developed in quality improvement teams and quality circles in order to exploit the competence and creativity of different experts.
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Leveraging the complainants’ problem-solving competence: in order to involve the dissatisfied customers in the development of problem solutions, face-to-face and online focus groups with complainants can be set up.
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Integrating complaint information into a customer knowledge management system: with complaint information, companies can refine their knowledge about the customer and increase their awareness of the customers’ knowledge or knowledge deficits. For this reason, complaint and complaint management information must be integrated into corporate customer knowledge management.
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Stauss, B., Seidel, W. (2019). Utilization of Complaint Information. In: Effective Complaint Management. Management for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-319-98705-7_13
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DOI: https://doi.org/10.1007/978-3-319-98705-7_13
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