Utilization of Complaint Information

Bernd Stauss and Wolfgang Seidel
Additional contact information
Bernd Stauss: Catholic University of Eichstätt-Ingolstadt
Wolfgang Seidel: servmark consultancy

Chapter 13 in Effective Complaint Management, 2019, pp 329-360 from Springer

Abstract: 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: 1. 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. 2. 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. 3. 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. 4. 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.

Date: 2019
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-98705-7_13

Ordering information: This item can be ordered from
http://www.springer.com/9783319987057

DOI: 10.1007/978-3-319-98705-7_13

Access Statistics for this chapter

More chapters in Management for Professionals from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().