Toolkit for complaint management : general presentation

1. Presentation application
COMPLAINT MANAGEMENT
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2. Why Complaint Management ?
• Current situation
• Why Change ?
• New Focus
• Complaint Registration
• Complaint Analysis
• Complaint Follow-up
• Questions – Remarks?
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3. Current Situation
• Is there a procedure? (or different ones?)
• Is this procedure ALWAYS used?
• For what kind of complaints?
• Also for logistic / administrative problems ?
• Focus on remedy, on cause or both?
• What is the cost of complaints ?
• Part of “Continuous improvement” ?
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4. Why change ?
• Standardisation (1 document – 1 procedure)
• Documentation for ISO-audit
• Central management(1 folder on shared drive)
• 1 file (document) per complaint
• Consolidation all files in 1 database
• Different kind of complaints
• Control of Cost of Complaints
• New focus
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5. New focus
• Different techniques for analysing
• Thorough analysis for “Root-cause” (where possible)
• Corrective actions + follow up
• Eventually : Preventive Actions
• Learn from mistakes (= Continuous improvement)
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6. 3 steps
• Complaint Registration (can be done by anyone)
• Complaint Analysis + corrective/preventive
actions
• Add complaint to database (source for KPI’s)
•  Completely transparant
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7. Complaint Registration
• Fill in Standard form
• E-mail to Complaint handler (together with
documentation)
• Complaint gets registred and obtains
Complaint reference number
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8. 9-nov-2011 MIM 2011 8

9. Complaint Analysis
• Internal matter
• Diverse techniques: who – what – when– how
• Argumentation judgement
• Search for root-cause
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10. Complaint Follow-up
• Corrective Actions
– What has to be done ?
– Is it done? When ? Reference ?
• Preventive Actions
– If possible/relevant : describe preventive actions
– Analysis for root-cause => Increase consciousness
• Central management system
– Tool for analyses and KPI’s
– Trends, most occurring mistakes (Pareto analysis)
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11. 9-nov-2011 MIM 2011 11

12. 9-nov-2011 MIM 2011 12

13. 9-nov-2011 MIM 2011 13

14. Complaint Management
Questions or remarks?
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15. Complaint Management
Thanks for your interest !
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