The Research On Customer Complaint Management Of R Power Semiconductor Company

There are many problems for R power semiconductor company’s customer complaint management.The major problem is that the poor product robustness caused excessive complaints,which impacted R power semiconductor company’s development.As we know,the product robustness for power semiconductor is a baseline for consumer electronics market,with the failure characteristics of randomness,destructiveness and cannot be repairable,it will cause big loss for customer and hazard personal safety if not handle well,the operating cost of the enterprise(customer complaint handling cost)will also increase and hinder enterprise’s development.So,the customer complaint management is very critical to maintain customer relationship during Enterprise’s development.It is very important and meaningful that establish a sound system of customer complaint management for R power semiconductor company,aim to drive internal product quality improved continuously and provide the best customer service during customer complaints handling,which could satisfy customer or exceed customer’s expectation.Based on the problems for customer complaint management for R power semiconductor company and the theory of customer complaint management,this paper studies the current situation of R power semiconductor Company’s customer complaint management and problems by research methods such as literature review,qualitative and quantitative analysis,data survey analysis.and proposed improvement suggestions.These problems for R power semiconductor company’s customer complaint management included incomplete customer complaint management system,insufficient professionalism of employees,poor customer satisfaction,high cost of customer handling,the main reasons included the outdated information technology,imperfect performance appraisal,insufficient employee competence,the cycle time for complaint handling is too long,customer satisfaction survey and analysis is bad,excessive repetitive cases,non-standard cost statistics for complaints and insufficient product risk assessment,which have hindering the improvement for product quality.Thus,it is suggested that introduces advanced methods like the modern information technology,RCCA method,COPQ analysis,Competency Model,BSC+AHP,KANOand SERVQUAL models,RACI matrix to systematically improve the product robustness and service quality,which could reduce customer complaints and enhance customer satisfaction and loyalty.