Suhas Ranganath, Siegfried Zürn

• 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.