Skip to content
Home / Roles / Quality

Quality

Customer complaints handler

You are the single owner of each complaint from receipt to closure: contain fast, find the cause, answer the customer in writing.

Open in the task finder
Quality inspectorQuality engineerQuality managerLaboratory / QC lab technicianQuality auditor (internal)Compliance officer (operations)

Routine

Daily

  • Log each new complaint the day it arrives
  • Confirm containment of suspect stock

Weekly

  • Review open complaints and due dates

Monthly+

  • Pareto of complaint causes and cost of poor quality

Your kit, task by task

  • Complaint cause ParetoMonthly · Calculator
    LiveOpen
  • Cost of poor qualityMonthly · Calculator · Cost of Poor Quality (COPQ)
    LiveOpen
  • 8D report for a complaintWhen it happens · Document generator
    LiveOpen
  • Root cause analysisWhen it happens · Document generator
    LiveOpen

KPIs you are measured on

Top pains and how to handle them

Customers chase for answers

Send an acknowledgement with the next date the same day, then keep that date.

The same complaint comes back

Do not close without a verified root cause and a check that the fix holds.