Customer Complaint Management System In As, Applications And Research

Since 21 century, market competition is hotter and hotter and the products are more and more abundant. The operational idea of customer satisfaction orientated is recognized by the companies. How to improve the customer satisfaction is the problem which the company is eager to solved. For the enterprises, the competition on the service is more scorching and important than the product quality. As a part of service, customer complaint management is more and more important. Effective customer complaint handling is the available way to improve the enterprise competitive capability.On the basis of consulting large amount of documents on the customer complaint researching and application, this dissertation illustrates and summarizes the basic concept and basic researching method and content. From the current situation of AS company, the existing problems on the customer complaint management are investigated and analyzed, including complaint handling process, complaint data, complaint root cause analysis method and so on.From the point view of customer satisfaction and quality improvement, the customer complaint management system situation of the manufacturing enterprise is investigated and studied. International standard ISO1002: 2004 and national standard GB/T178242:1998 as reference, the gaps are detected, and the program is designed for the customer complaint management system improvement. Further more, we proposed specific solutions on the customer complaint internal management system, customer complaint handling system, customer complaint feedback system and customer complaint audit system. Fault tree analysis and cause-effect diagram as reference, the root cause analysis method on the customer complaint is designed. The relevant actions are also put forward. At last, the desired effects of the solutions are analyzed.