Complaint Management Flashcards
Def Complaint
: „ 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.“
Def Claim
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.“
Def Failure
The termination of the ability of an item to perform a required
function. After a failure the item has a fault.
Def Lifetime
The lifetime of a product is the time until failure
Name steps of Kaplan-Meier Algorithm
- Sort machines by machine type
- Extract failure status
- Rank machines by lifetime
- Calculate survival probabilities
- Draw Kaplan-Meier curve
- Extract mean time to failure
Types of Failures
- Early failures
- Random failures
- Wear and fatigue failures
Main Take-Aways from Today’s Lecture - Exercise
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
Complaint and claim data can be submitted to a company in two
ways:
Direkt: • Email • Service Hotline • Letter • Fax
Indirect:
• Social Media
• Blogs
• Newspaper
s There Are Many Weak Points in the Handling of Complaints!
Structural weaknesses
Informational weaknesses
Organizational weaknesses
Structural weaknesses
Complaint channels are unknown to customers
Complaints are recorded incompletely or unstructured
Informational weaknesses
Data is not used to eliminate causes
No continuous root cause analysis of the supply chain available
Organizational weaknesses
Lack of integration of marketing organization
Sales integration is inadequate
Profitability is not measured
Satisfied customers lead to…
- a high customer loyalty
- a positive word-of-mouth
recommendation - a stable turnover
- a high price willingness
Benefits of an Effective Failure & Complaints Management Process
- 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
The Failure & Complaint management process is as a part of the Quality Backward Chain and is divided into five steps
- Data Organisation
- Failure evaluation
- Failure shutdown
- Knowledge & solution transfer
- Customer Communication
What is Business Process Modelling
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.
Process Mining
name the three main parts
Discovery
Conformance
Enhancement
Challenges of Social Media Acquisition and Processing
- Identification of relevant channels
- Getting crawling of Social Data and interpretation
- Compliance with the DSGVO
- Transformation into a uniform data format and
analysis - Differentiation between positive and negative
comments
How to Mine Social Media Data
DEFINE SEARCH CRAWL MINE IMPROVE
Main Take-Aways from Today’s Lecture
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.
