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Improving the customer claim resolution process by proposing a standardized Customer Claim Priority Matrix

  • The growth and sustainability of a manufacturing company extensively relies on customer satisfaction regarding the quality of its products. An exemplary study on the customer quality claim management of an international manufacturing company determined that one major reason for customer dissatisfaction was the inability to prioritize the reported quality problems. Therefore, the company’s focus was set to enhancing the customer claim resolution process by overcoming the challenges in the prioritization process. Considering the various factors which influence the prioritization process, this study provides a solution by using a unique prioritization technique for the management of customer quality claims. It also focuses on the implementation of the derived solution by providing an explicit evaluation method for each of the prioritization factors.

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Author:Suhas Ranganath, Siegfried Zürn
Document Type:Report
Year of Completion:2020
Publishing Institution:Hochschule Esslingen
Creating Corporation:Hochschule Esslingen
Release Date:2021/01/18
Page Number:12
DDC classes:600 Technik, Medizin, angewandte Wissenschaften / 650 Management
Open Access?:frei verfügbar
Licence (German):License LogoVeröffentlichungsvertrag ohne Print-on-Demand