Understand customer behavior and complaints: eight areas of quantifiable data can be integrated into quality assurance decisions
Article Abstract:
The use complaint data to solve problems in design, marketing, installation, and distribution is discussed and after sale use and maintenance, should have a basic understanding of customer complaint and market behavior. The framework allows organizations to quantify the implications of the data as well as to set priorities and allocate scarce quality assurance resources to mitigate problems.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2003
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Deliver great service by listening and adapting
Article Abstract:
The challenges involved in providing better customer service using processes like voice of the customer are presented. The methods to win customer loyalty are presented.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2007
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Manage complaints to enhance loyalty
Article Abstract:
The importance of effective complaint handling processes, and methods to manage them, in an organization, is discussed.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 2006
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