- Information from the complaints handling process and the trending data can be used to drive continuous improvement
- Plan-Do-Check-Act cycle:
- Plan --- Planning the improvement activity
- Do --- Implementing the plan
- Check --- Measuring the outcome against what has been projected in the plan
- Act --- this will mean either continuing with the planned activity or changing the plan to improve the results
- Complaints need to be tracked to ensure
- Completion
- Attention
- Feedback
- Action
- Some trends to watch out for:
- Most complaints per product
- Most complaints per salesperson /sales area
- Most complaints per customer
- Seasonality
- Functionality
- Increase in complaint numbers
- Decrease in complaint numbers
- Failure of the complaint handling process can have a major impact on an organization due to:
- Loss of revenue when customers move away
- Competitors use the source of the complaint to attract customers to their products
- Increased sales and marketing expenditure to attract new customers
- Decreased revenue and profitability
Sheryl Tuchman, SPHR, SHRM-SCP
http://tools2succeed.com/
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