Technology centric companies like Enterprise Quality Management Software (EQMS), are developing complaint management into strategies to shut the loop on quality management.
People’s complaints on unfavorable experiences help in spotting the quality issues. Only then they conveyed back to design, which helps in increasing total quality and decreasing the Cost of Quality.
Complaint management helps to decrease potential risks associated with use of product and safety. It can be categorized as handling and tracking. The handling relates to the process of resolving the complaint. Tracking, on the other hand, refers to streamlining these processes through a centralized database.
The handling and tracking of a customer’s complaint are critical components of strong customer service as well as the overall product quality. Closed loop quality management depends on complaint management data to assist in process and product improvements. EQMS implemented closed loop quality management to improve business performance.
When complaint management is managed as part of an EQMS system, it integrates business improvements in various areas. When data is not available for closed loop quality management, companies perform random on-shelf audits. These audits test the products quality relative to specifications, which reveals relevant information. The companies also contact customers directly to ask for feedback.