Customer Complaint Management System for a large, vertically integrated
manufacturing organization
A review of complaint management across OneSteel manufacturing identified at least six different processes and information systems. OneSteel needed to design a completely new complaint management process that would satisfy the requirements of all of OneSteel Manufacturing.
Project Manager, Peter Tolhurst designed a comprehensive complaint management matrix prior to investigating software solutions. OneSteel needed to be able to accomplish the following:
• Receive – Welcome, receive and record all customer complaints.
• Respond – Acknowledge receipt of complaint and inform of action taken.
• Recover – Resolve the complaint to the satisfaction of the customer.
• Reduce – Address the cause of the issue to reduce overall complaints.
Everest: Customer Focused Quality was the software solution chosen by OneSteel with great success.
Following the implementation, Product Support Manager, Ivan Cutler describes the experience:
We have implemented the complaint management system across all of OneSteel Manufacturing units in a timetable that I did not imagine possible…The system never ceases to amaze me in its flexibility, and coupled with your responses to our requests, the entire exercise has been a joy to work on.
Download Complete Spotlight