Design of a customer complaint management system : a case study of steel manufacturing

Abstract

This research is to study the complaint management system of a steel manufacturing company in order to reduce the process time of overall complaint system. This research includes the complaint investigation process, the corrective action and preventive action process. Finally the recurrence defects corrective action and preventive action database is implemented in order to handle the recurrence defects. The writer has used the cause and effect diagram to analyse the potential problem. The Pareto analysis is also used to identify the priority of problems. Finally the 3M (Muri, Mura, Muda) technique is used to eliminate the waste in the system. After the implementation, the process time of the complaint management system is compared to the prior study period. The company has reduced the process time of 39.7 days from originally 69.3 days, or 56.9%. In additional, it also results in the reduction of financial claim for the defective products of 3.6 million baht, or 63.46% during the study period compared to the 5.67 million baht claims of the previous year. The observation on this research is that the idea of designing complaint management system can be adapted and implemented into other function for further rigorous benefits