Six Steps To Integrating Complaint Data Into QA Decisions
- Topics:
- Specifications and Control
- Tags:
- American Society For Quality,
- QA
- Source:
- American Society for Quality
FREE Registration is required
Overview: From the executive summary: ‘The Quality Assurance (QA) professionals sometimes think their responsibility ends when the customer receives a product that meets internal product specifications. That means problems in design, marketing, installation, distribution, and after-sale use and maintenance are not always fully addressed. The process used to integrate complaint data with the QA decision-making process involves six basic steps. The steps include, evaluation of problem severity, extrapolation of complaint reports to the number of incidents in the marketplace, comparison with internal measures to validate the estimate of problem severity and volume, determination of the cause of the problem, determination of the solution, and the estimation of the revenue impact of not solving the problem.’ The paper examines this issue in detail.
(Is this item miscategorized? Does it need more tags? Let us know.)
Format: PDF | Size: 85KB | Date: Feb 2003 | Pages: 6
People who downloaded this item also downloaded
 |
Complaint About Repeated Order Errors |
|
Sample Quality Assurance Manual |
 |
Establishing Complaint Procedures - Early Mover Advantage |
|
Quality Assurance |
