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Product Complaint Management
ISSN: 0148-7191, e-ISSN: 2688-3627
Published February 01, 1971 by SAE International in United States
Annotation ability available
Starting with the premise that product complaints are valuable to corporate profitability, the author describes an analytical approach to handling such complaints. The investigation of product complaints can help find new ways to design and build better products.
The paper covers the aggressive seeking out of grievances before they are uncovered, the establishment of policies on complaint handling, the make-up of the complaint department, the use of computers in complaint management, and the importance of dialogue and people in the complaint handling system.