Adequate Claim Processing Improves Quality System


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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Article Abstract

Claim processing is one of the most important quality control activities, because it is:

  1. Action to eliminate the dissatisfaction caused by the defective product and to restore the good relations with the customer.
  2. Action to prevent the occurrence of similar complaints regarding similar products.
  3. Action to discover technical deficiencies and to determine what quality users want for the product.
  4. Action to improve the quality system.
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.



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