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» Personal Loan No Credit Check, Online Economics » Quality management » Topics begins with C » Complaint management

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The complaint management covers planning, execution and monitoring of all measures, which an enterprise seizes concerning customer complaints. The goal is it to re-establish the customer satisfaction and the negative effects of the discontent, e.g. drift of the customer, image damage etc., to minimize. Likewise a customer complaint can be used as starting point for improvement measures within the enterprise (see continuous improvement process).

The linkage of quality relevant data with the treatment of complaints in a computer-aided system (S. also CAQ) can lead to a clear reduction of complaint costs, if the enterprise can tighten the causer of a complaint by the complaint management. In the industry the procedure for the treatment of complaints in Europe is as far as possible standardized. The procedure during processing a complaint is documented by the 8D-Report, which with a complaint between supplier and customer is usually exchanged.

Software

Manufacturers of software solutions for the complaint management are among other things:

See also

  • Customer orientation

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