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Customer Complaints/Nonconformance Management System
 Overview
A major US household product manufacturer,
which has
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A Call Center
in the US
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10 distribution
centers around the world
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8 manufacturing facilities in China
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Over 150 OEM suppliers around the
world
Major
Issues
Prior to employing QIT Customer Complaint
Management system, the company used a database based on
Lotus Note to management customer complaints.
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The QA engineers spent 60% of their
time on tracking CARs with local factories and OEM suppliers
and prepared reports for senior management.
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Ironically, similar problems happened
again and again despite the local factories and supplier
have reported the root causes have been resolved.
Solutions
and New Business Process:
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Step 1- Implement the Program and
Collect Data:
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Customers/consumers in the US
and UK are able to submit their concerns and complaints
through internet
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Customer service representatives
at the call center in the US are able to log in
customer complaints from 800 service calls, emails
and faxes
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Sales representatives around the
world are able to enter customer complaints and
any concerns about the products
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Step 2 - Analysis the Data, Define
Key Issues and Issue CAR
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QA Managers in the US HQ and China
divisions are able to review and analysis customers
complaints and define failure mode and customer
usage pattern
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QA managers and engineers then
are able to issue CARs right after the product audits
or whenever any issue was found
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Step 3 - Resolve the Key Issues
Specific results:
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Establish a global problem solving
system in just few months with a affordable cost
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No headcount increase was needed to
facilitate and maintain the program
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Customer Service, Sales, Quality and
Supplier Management Departments from around the world
to share real-time information online and focus on providing
effective solutions for customers issues
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Cost saving of 2 million/year* by
effectively communicate the issues
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Shortened problem solving cycle-time
by 50%
Specific results:
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