Titlebook: Effective Complaint Management; The Business Case fo Bernd Stauss,Wolfgang Seidel Book 2019Latest edition Springer Nature Switzerland AG 20

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Book 2019Latest editionocessing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting... .

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Principles of Complaint Management,ms to improve the product quality and to reduce failure costs by the use of the information contained in complaints. The quality-related relevant key performance indicators are: defect rate, annoyance rate, warranty rate and guarantee rate..Regarding the complaint management tasks, it is useful to d

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Focus-Words

Complaint Acceptance,oduct in question (complaint-content information) and information about the internal process of dealing with the complaint (complaint-handling information). The documentation of complaint information requires a category scheme that is characterized by action orientation, clear-cut demarcation, compl

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Complaint Processing,complaint owner” for the individual case processing, and the “task owner” for the individual phases of complaint processing..Furthermore, it is necessary to determine clear deadlines for all identified complaint processing procedures as well as for their sub-processes and processing steps. Complianc

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