25 Jun 2018
Analysis of complaints

Analysis Of Complaints

In manufacturing and sales of products and services, it is essential to consider that there may be complaints that would be received by customers.

It may require a lot of effort for gathering and analyzing data that is specifically for complaints.

A Quality Management System is a software system that is used to:

  • Monitor and manage procedures.
  • Manage responsibilities.
  • Manage information.
  • Handle and control processes.

The QMS performs the above tasks in an attempt to achieve organizational objectives with quality and increase the efficiency of a company.

When considering a Quality Management System, companies need to focus on one critical factor before distribution, and that is to ensure that the system does exactly what it is supposed to do.
There are multiple different areas to consider for a QMS that require significant analyzing of work that was done prior to the market phase. Analysis of doubts that may arise after the market phase can be determined through pre-market information.

One of the important areas that a QMS should invest a lot of resources into is a complaint system. A significant area of complaints that would be received by the QMS would be able to provide a better long-term improvement.

For this reason, complaints shouldn’t be deemed as a negative factor –instead, be taken into consideration in ways to improve the Quality Management System.

Certain walk-through factors can be considered through the use of systems for complaint and feedback from customers. These factors are to seek opportunity in data for pre-market information which would cause a significant reduction in time and resources wasted for the quality department.

  • Analyzing and documenting complaints as given by the reporter of the complaint.
  • Analyzing the complaint in relation to the product.

Potential modes of failure, however, would require a different approach which would relate to risk assessment. Through quality assurance, the company can be motivated to identify the exact places where the product has failed and work with the factor of:

  • Identifying the events that with relation to the environment to determine any circumstances which are relevant to how the product was affected.

Additionally, for risk assessment failures – the most critical complaint, identifying each complaint and reporting it when it occurs, taking into account the severity of the failure could help avoid these factors in future.

The factors to utilize in this aspect would be:

  • Analyzing the relevant complaint about the risk assessment procedure.
  • Examining the regulatory requirements for reporting complaints should be performed.

Let’s face it, no matter how good you think your developers have manufactured a software product, at the end of the day it would be the customers who purchase that product who would be able to determine how efficient, said product would be when utilized.

Harrington Group International is an organization that offers proven software and professional services for business process improvement and quality management.
Here at HGI, our primary objective is customer satisfaction, as we’re aware that without our customers, our base would be deemed negligible.

Over 45,000 customers have selected proven HGI software to:

  • Drive higher product quality.
  • Lower production costs.
  • Increase top line revenue and bottom line profits.

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