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Sample Case Study
 

Customer Complaints/Nonconformance Management System

 

Overview

A major US household product manufacturer, which has

  • A Call Center in the US

  • 10 distribution centers around the world

  • 8 manufacturing facilities and 40 thousand employees in China

  • Over 150 OEM suppliers around the world

Major Issues

Prior to the implementation of QIT Customer Complaint Management system, the company used a database based on Lotus Note to management customer complaints.

  • The QA engineers spent 60% of their time on tracking CARs with local factories and OEM suppliers and prepared reports for senior management.

  • Ironically, similar problems happened again and again despite the local factories and supplier have reported the root causes have been resolved.

Solutions and New Business Process:

  • Step 1- Implemented the Program and Collected Quality Data:

    • Customers/consumers in the US and UK were able to submit their concerns and complaints through internet

    • Customer service representatives at the call center in the US were able to log in customer complaints from 800 service calls, emails and faxes

    • Sales representatives around the world were able to enter customer complaints and any concerns about the products

  • Step 2 - Analyzed Data, Define Key Issues and Issued CAR

    • QA Managers in the US HQ and China divisions were able to review and analysis customers complaints and defined failure mode and customer usage pattern

    • QA managers and engineers then were able to issue CARs right after the product audits or whenever any issue was found

  • Step 3 - Resolved Key Issues

    • Local plants and OEM suppliers were able to retrieve CAR info and send corrective action right into a centralized database without emails back and forth

Specific results:

  • Established a global problem solving system in just few months with a affordable cost

  • No headcount increase was needed to facilitate and maintain the program

  • Customer Service, Sales, Quality and Supplier Management Departments from around the world could share real-time information online and focus on providing effective solutions for customers issues

  • Cost saving of 2 million/year* by effectively communicate the issues

  • Shortened problem solving cycle-time by 50%

Specific results: