Are you listening to your customers?

Article Abstract:

Improving customer relations through complaint management can be enhanced by assessing the operation of a manufacturing or service system. Acknowledgement and investigation of the complaint are main elements in improving customer relation management. Correct information on the grounds or invalidity of the complaint must be explained in a refined manner. If the complaint is valid, proper compensation must be given to avoid the loss of confidence of the customer.

Customer relations, Consumer complaints

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Gauge manufacturers are always right

Article Abstract:

A case study is used to show that quality managers should not blindly accept the claims of suppliers that the calibration of their instruments are accurate. The case involves a fertilizer manufacturer who claimed that the feed bags supplied by a paper mill was below their standards. An investigation by an independent calibration house showed that the discrepancy was caused by differences in the calibration standards of the instruments used by both companies.

Measuring & controlling devices, not elsewhere classified, Other Measuring and Controlling Device Manufacturing, Measure & Control Eqp NEC, Quality Control Management, Standards, Case studies, Quality control, Calibration, Measuring instruments

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Solve administrative problems with quality tools: a Pareto analysis helps pinpoint why employee expense reports are rejected

Article Abstract:

A Pareto analysis can be a useful way of identifying why employee expense reports are rejected by accounting departments. In the majority of cases, reports are rejected because of missing backup documentation. This can be overcome by drawing up a checklist.

Expense accounts

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