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Customer Complaints

Improve customer complaints management with Shopfloor-Online MES

 

Need to implement a solid customer complaints management system?

Customer satisfaction and financial results are demonstrably linked. For that reason improving the way customer complaints are handled is essential. Use the MES software module to:
  • Implement a customer complaint management system
  • Enforce a business process to manage complaints properly
  • Provide instant access to all the traceability data in Shopfloor-Online to investigate the complaint
  • Speed up the process of handling complaint
 

Record a customer complaint  

  • Record the complaint when it arrives, with all the necessary supporting information to manage it: customer, contact, nature of complaint, date of complaint, quantity found, quantity affected
  • Attach any related documents: scans of letters, photographs, emails
  • Record any claims amount

Manage the complaint

  • Assign ownership to manage the complaint
  • Notify various people / groups
  • Workflow - manage the complaint and change its status as it moves through the process
  • Create an action plan to handle the complaint
  • Track the progress of the complaint and the associated actions
  • Track the age of each complaint and with email alerts 
  • Ensure all actions are closed before the complaint can be closed

Investigation

  • Use the information in Shopfloor-Online MES to assist the investigation: batch numbers, lot numbers, serial numbers, production runs, production dates, shifts, manufacturing lines
  • Investigate the root cause of the problem
  • Build up a library of root causes 

Reporting

  • Analyse the nature and frequency of complaints
  • Analyse trends over time
  • Monitor recurrences: have root causes been eliminated? Are they still causing problems? Was the preventative action successful?
  • Improve the response - address customer complaints more effectively and thoroughly
  • Enforce business process – the system forces people through the correct process, raising the standard and timeliness of response
  • Reduce the impact of non-conformances – by enforcing a process like containment, correction and preventative actions. Feel the benefits in terms of on finance, brand reputation and competitive position
  • Continuous Improvement – build up a detailed history of events and a richer knowledge of root causes

Get more value from Customer Complaints module by using it in conjunction with other modules of Shopfloor-Online MES:

  • Job Tracking - to identify the production run or work order, production line or shift associated with the complaint
  • Quality - to access the results of all quality checks performed or missed on the production run
  • Inventory Consumption - to trace back to lots of materials used/created in the process
  • Build Traceability - to manage traceability down to serialised parts
  • Labour - to determine who was running the manufacturing process at the time of the production
  • Concerns and CAPA - to track issues internally