Complaint Management

Question 1

Def Complaint

Answer 1

: „ Articulations of dissatisfaction expressed to
companies or third institutions with the purpose of drawing
attention to a provider’s behaviour which is subjectively
perceived as damaging, of making amends for impairments
suffered and/or of bringing about a change in the criticised
behaviour.“

Question 2

Def Claim

Answer 2

The customer explicitly or implicitly associates
complaints about a product or service in the post-purchase
phase with a legal claim that may be legally enforceable.“

Question 3

Def Failure

Answer 3

The termination of the ability of an item to perform a required
function. After a failure the item has a fault.

Question 4

Def Lifetime

Answer 4

The lifetime of a product is the time until failure

Question 5

Name steps of Kaplan-Meier Algorithm

Answer 5

1. Sort machines by machine type
2. Extract failure status
3. Rank machines by lifetime
4. Calculate survival probabilities
5. Draw Kaplan-Meier curve
6. Extract mean time to failure

Question 6

Types of Failures

Answer 6

• Early failures
• Random failures
• Wear and fatigue failures

Question 7

Main Take-Aways from Today’s Lecture - Exercise

Answer 7

 Both, complaints and claims are articulations of dissatisfaction, yet claims may be
legally enforceable.
 The Kaplan-Meier algorithm is used to estimate the failure probability for censored
and uncensored data.
 Failure probabilities of a product in the field are characterized by the bathtub curve.
 The Weibull distribution is a parametric approach to describe a failure behavior.
 The Weibull plot is a graphic way to estimate the Weibull parameters

Question 8

Complaint and claim data can be submitted to a company in two
ways:

Answer 8

Direkt:
• Email
• Service Hotline
• Letter
• Fax

Indirect:
• Social Media
• Blogs
• Newspaper

Question 9

s There Are Many Weak Points in the Handling of Complaints!

Answer 9

Structural weaknesses
Informational weaknesses
Organizational weaknesses

Question 10

Structural weaknesses

Answer 10

 Complaint channels are unknown to customers

 Complaints are recorded incompletely or unstructured

Question 11

Informational weaknesses

Answer 11

 Data is not used to eliminate causes

 No continuous root cause analysis of the supply chain available

Question 12

Organizational weaknesses

Answer 12

 Lack of integration of marketing organization
 Sales integration is inadequate
 Profitability is not measured

Question 13

Satisfied customers lead to…

Answer 13

1. a high customer loyalty
2. a positive word-of-mouth
   recommendation
3. a stable turnover
4. a high price willingness

Question 14

Benefits of an Effective Failure & Complaints Management Process

Answer 14

• Customer benefits
   Avoidance of negative customer reactions
   Restoration of customer satisfaction/ - loyalty
• Product benefits
   Identification of weaknesses and opportunities
   Improvement of the product quality
• Monetary benefits
   Minimization of warranty and goodwill costs

Question 15

The Failure & Complaint management process is as a part of the Quality Backward Chain and is divided into five steps

Answer 15

1. Data Organisation
2. Failure evaluation
3. Failure shutdown
4. Knowledge & solution transfer
5. Customer Communication

Question 16

What is Business Process Modelling

Answer 16

In business process modeling, business processes or parts of them are abstracted, represented graphically
and thus modelled. Besides the process flow also data can be modeled.

Question 17

Process Mining

name the three main parts

Answer 17

Discovery
Conformance
Enhancement

Question 18

Challenges of Social Media Acquisition and Processing

Answer 18

1. Identification of relevant channels
2. Getting crawling of Social Data and interpretation
3. Compliance with the DSGVO
4. Transformation into a uniform data format and
   analysis
5. Differentiation between positive and negative
   comments

Question 19

How to Mine Social Media Data

Answer 19

DEFINE
SEARCH
CRAWL
MINE
IMPROVE

Question 20

Main Take-Aways from Today’s Lecture

Answer 20

 Both, Complaints and claims are articulations of dissatisfaction, yet claims
may be legally enforceable.
 It is necessary to embed the Complaint & Failure management processes
into the Quality Backward Chain to ensure a continuous improvement.
 Failure probabilities of a product in the field are characterized by the bathtub
curve.
 The process to mine Social Media data is similar to the DMAIC cycle.