Six Steps to Integrating Complaint Data into QA Decisions


Goodman, John A; Newman, Steve   (2003, ASQ)   TARP, Arlington, VA

Quality Progress    Vol. 36    No. 2
QICID: 18837    February 2003    pp. 42-47

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Article Abstract

Understanding consumer behavior factors helps determine the market implications of not solving the problem and allows quality assurance people to allocate resources accordingly. Integrating complaint data into the QA decision-making process requires six steps, all of which may not be necessary as the process stops when the next level of investigation is not needed. Inspection of a sample of products in the plant for possible problems may fail because many problems occur after the product leaves the plant and may relate to product failure or improper use by the consumer. Complaint data can help isolate these problems enabling allocation of resources to the root of the problem. Additionally, certain defect may only be aesthetic and not cause market damage, in which case resources should not be spent on the problem. Complaint data, however, are only a short-term alert to possible problems and should not be considered a substitute for customer surveys.


Customer and market focus, Customer complaints, Quality assurance (QA) Customer surveys, Decision making, Customer satisfaction (CS)

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