Iizuka, Yoshinori (1988, ASQC) The University of Tokyo, Tokyo, Japan
- Annual Quality Congress, Dallas TX Vol. 42 No. 0
- QICID: 3443 May 1988 pp. 338-343
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Claim processing is one of the most important quality control activities, because it is:
Any company more or less performs claim processing concerning item (1) above, even if it does not put importance on quality. In fact, claim processing is a positive action to create a better quality system by learning a great deal from a single failure. An isolated claim does not occur by chance. Claims arise when there are basic problems on the manufacturer's side. An isolated claim reveals a deficiency in the company's quality control methods and technology. Instead of dealing with it in a perfunctory manner and leaving the problem unsolved, we must analyze the claim in order to raise the level of quality system.In this paper I discuss the importance of adequate processing of quality complaints and claims to improve the product quality and the quality system of a company.
- Action to eliminate the dissatisfaction caused by the defective product and to restore the good relations with the customer.
- Action to prevent the occurrence of similar complaints regarding similar products.
- Action to discover technical deficiencies and to determine what quality users want for the product.
- Action to improve the quality system.
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