Increased Out-of-Tolerance Incidents Customer Complaint Case Study

Abstract

Resolution of a customer complaint is a critical component of any laboratory quality management system. This presentation will highlight a problem solving case study on the investigation, root cause identification, corrective action and implementation verification of a customer complaint initiated on the increased out-of-tolerance incidents of the customer’s thread plug inventory. The session will highlight the method employed to provide an integrated customer experience, transforming the complaint into a positive customer loyalty experience. Participants will receive useful information on the problem solving approach utilized to resolve this real-life customer complaint. Examples will include problem solving tools and the transformation of the complaint into a customer-centric system. Advice on the investigation, analysis, reporting and follow-up actions for the complaint will be shared.