Rethinking Digital Customer Complaints’ Problem Solving: The Synchronous Model

Sima Denisa-Roxana (), Potra Sabina (), Pugna Adrian () and Chincea Rebecca ()
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Sima Denisa-Roxana: Politehnica University Timișoara, Faculty of Management in Production and Transportation Timișoara, Romania
Potra Sabina: Politehnica University Timișoara, Faculty of Management in Production and Transportation Timișoara, Romania
Pugna Adrian: Politehnica University Timișoara, Faculty of Management in Production and Transportation Timișoara, Romania
Chincea Rebecca: Politehnica University Timișoara, Faculty of Management in Production and Transportation Timișoara, Romania

Proceedings of the International Conference on Business Excellence, 2024, vol. 18, issue 1, 2901-2913

Abstract: In the current business environment, problem-solving remains a critical and highly relevant skill for achieving customer satisfaction especially in the context of digitalization and industry 4.0 and a strong requirement from IATF 16949. In the present paper, a comprehensive analysis of existing problem-solving models is conducted, examining their strengths, limitations, and applicability in the manufacturing companies. By drawing insights from traditional methodologies, as already addressed in the scientific literature, such as Six-Step Model A3 methodology, 8 Disciplines, Six Sigma, the Cynefin Framework, Kepner-Tregoe Methodology and 5P (Principles) for Problem Solving, a new and integrative model designed to address the shortcomings identified in current approaches is created. This innovative framework, named “Synchronous Model” (Greek word for modern) synthesizes key elements from diverse models, offering a more adaptable solution to complex and modern problem-solving challenges. Emphasizing its potential for business digital transformation, we discuss how the proposed model fosters efficiency, agility, and strategic decision-making within organizational settings. This research not only contributes to the theoretical understanding of problem-solving methodologies but also provides valuable insights for practitioners seeking innovative approaches to address challenges in their respective industries, for which the current methods are either not sufficient or too complex. The integration of “Synchronous Model” is meant to elevate problem-solving practices, offering a transformative impact on business operations and strategic decision-making, all in the benefit of the customer.

Keywords: Customer Complaints; Problem Solving; Digital Business; Comparative Analysis; Quality Management Tools; Synchronous Model (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:poicbe:v:18:y:2024:i:1:p:2901-2913:n:1040

DOI: 10.2478/picbe-2024-0241

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