The complaint management covers planning, execution and monitoring of all measures, which an enterprise seizes concerning customer complaints. The goal is it to re-establish the customer satisfaction and the negative effects of the discontent, e.g. drift of the customer, image damage etc., to minimize. Likewise a customer complaint can be used as starting point for improvement measures within the enterprise (see continuous improvement process).

The linkage of quality relevant data with the treatment of complaints in a computer-aided system (S. also CAQ) can lead to a clear reduction of complaint costs, if the enterprise can tighten the causer of a complaint by the complaint management. In the industry the procedure for the treatment of complaints in Europe is as far as possible standardized. The procedure during processing a complaint is documented by the 8D-Report, which with a complaint between supplier and customer is usually exchanged.

Software

Manufacturers of software solutions for the complaint management are among other things:

• Market review to CAQ systems of Qualitainer
• '' Inworks GmbH - Complaint manager ''
• '' IBS SINIC GmbH - SINIC:: CAQ ''
• '' Bick software ''
• '' ddw GmbH ''
• '' PDAP7 '' '' the JessenLenz GmbH ''
• '' DATA INPUT AG ''
• '' & partners ''
• '' GmbH immediat ''
• '' SOFTX GmbH ''

See also

• Customer orientation

Articles in category "Complaint management"

We found here 11 articles.

Related Websites

We found here 3 related websites.

• EVEREST Complaint Tracking Software
  Used for handling customer complaints, problem management, issue management, customer complaint software, incident management system, complaint software, ...


• Implementing an effective Complaints Management Scheme - CMSAS 86:2000
  An effective complaint management scheme will develop a culture of continual improvement ... Introduction to the Complaints Management Standard BS 86000 ...


• Quality Service - Effective Complaint Management (Guide XI) - Part ...
  This document provides guidelines on complaint management in the delivery of government programs and services and regulatory programs.