Complaints as a tool for continuous improvement
Complaints management ... where to start?
Managing complaints is not necessarily the easiest or most interesting task to accomplish, but there are ways to make it enjoyable , efficient and even save money ...
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Where are the data on your complaints ?
In school bags ?
Who consults them and why ?
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It seems that several companies keep a register of complaints for the purposes of regulatory compliance, standards or to please customers during audits or inspections and that's it.
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It's a good start but there is more and it can be more than interesting.
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How to get there and make it enjoyable
Structuring your complaint data and computerizing it in a database can help you track it more efficiently , respond to requests from customers who complain, or request follow -ups from faulty suppliers.
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Who is the customer who complains the most ? Why?
What complaint or type of complaint is costing you the most ?
What is the complaint most often occurs from your customers?
What is the main complaint you have with your suppliers ?
Are you still applying the same corrective measures ?
Is there a way to minimize the impacts?
How much do complaints cost you in total including:
the credits
the returns
reworked products
etc.
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Do n't have all the answers ?
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Take the time to look at the situation and start by categorizing the complaints with customer complaints on one side and supplier complaints on the other and ask yourself the same questions mentioned here. This is how you will decide if the game is worth the candle .
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What to do next?
Use the answers to the previous questions and set up a simple and effective complaints management system that will:
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quickly detect and minimize recurrence , i.e. repetition of the same errors
To carry out a closer follow-up of your suppliers
To provide tangible data to evaluate and reassess your internal operations and your suppliers , etc ...
To assess the merits of repetitive and / or costly complaints
To save money
To use complaint data to improve you
To serve you with complaints data to train your employees
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We are able to help you develop, implement or improve your complaints management system so that you are able to meet regulatory and normative compliance requirements and those of your customers (including those stipulated in the standards). GFSI ). This will simplify / streamline your approach and provide you with a tool rich in actionable data that can be used for continuous improvement as well as for setting clear and well-defined performance goals.
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... You may have money sleeping somewhere! ...