This document discusses the key dimensions of quality as they relate to a complaint handling procedure for a product or service. It outlines a five point framework for quickly turning customer complaints into satisfaction through commitment, fairness, effectiveness, accessibility and accountability. The complaint handling process is compliant with relevant regulations and utilizes complaint management software to ensure good internal communication, reduce downtime, and allow for standard processes and continuous improvement. Features like complaint tracking, auto-response systems, and monitoring are described.

1. Dimensions of Quality
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Gain from the Power of Lean Six Sigma – MOOC
By Nilakantasrinivasan
Assignment Submission of : Lateef Shamil Mohammed Kunju.

2. Product or Service Selected :
Complaint Handling Procedure of
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3. Performance
Features
Conformance
Dimensions of Quality
Reliability
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Quickly Turn Customer Complaints into Customer Satisfaction
[Meeting and Exceeding customer expectation via prompt and pro-
active handling, empathy, assurance, resolution etc.]
Five Point Frame Work [Commitment, Fairness, Effectiveness,
Accessibility & Accountability.]
Complaint tracking with reference for employees and
complainants / Auto Response system with fully customisable
email templates for every workflow stage of the process
The complaint handling process itself is compliant with CPR
[Consumer Protection from Unfair trading Regulations] and
the Software is compliant with BS ISO10002 Quality
Management (Customer Satisfaction)
Complaint Management Software ensures good internal
communication at every stage of workflow & reduces
downtime.
Standard Outlines and Management processes helps to stay
efficient and proactive throughout the process.
Feedback review and continuous improvement programme

4. Experience
Aesthetics
Dimensions of Quality
Durability
Service
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Complaint History and Document retention to identify causes
and areas to improve & thereby preventing reoccurrence.
Instant automated follow up emails increases assurance to
customers.
Internal Communication system and tracking reduces
downtime.
Monitoring & Continuous Improvement training programme.
Availability of information regarding complaint handling
process on company websites and other third party agents
(process, time, follow up procedures etc).
Ease of reach (Toll free number, Website, Email, etc.).
Empathy and professionalism of staff towards complainants.
Reduced Downtime and feedback reviews for continuous
improvement.
Allocation of a dedicated member of staff per complaint.
Professionalism, Friendliness and empathy of staff towards
complainants.
Feedback opportunity for further improvements.