Complaint management system in building material factory

• Autorzy: Cieśla Maria

Identyfikatory

DOI

10.24425/mper.2019.128243

• Języki publikacji: EN

Abstrakty

EN

The scientific goal of this article was to confirm the thesis that efficient complaint management can be one the company’s competitive advantage elements of in the sphere of logistic customer service. The theoretical part of the article presents basic foundations related to complaint management process as an important element of post-trade sales process in customer service. The research part presents an example of the implementation of efficient assumptions of the complaint management process on the example of a construction industry manufacturing company. Guidelines for the design and implementation of an effective and efficient complaint handling process are presented. An example of process analysis is done using appropriate quality tools.

Słowa kluczowe

EN

complaint; complaint management; customer service; logistics strategy

• Wydawca: Production Engineering Committee of the Polish Academy of Sciences ; Polish Association for Production Management
• Czasopismo: Management and Production Engineering Review
• Rocznik: 2019
• Tom: Vol. 10, No. 1
• Strony: 50--57
• Opis fizyczny: Bibliogr. 19 poz., rys., tab., wykr.

Twórcy

autor

Cieśla Maria

• Silesian University of Technology, Faculty of Transport, Department of Logistics and Transport Technologies, Krasinskiego 8, 40-019 Katowice, Poland

Bibliografia

• [1] Barlow J., Møller C., A complaint is a gift: using customer feedback as a strategic tool, BerrettKoehler Publishers, 1996.
• [2] Gembalska-Kwiecień A., Assumptions for construction complaint management system including reverse logistics [in Polish: Ogólne założenia do budowy systemu zarządzania reklamacjami], Systemy Wspomagania Inżynierii Produkcji, 4, 16, 100–108, 2016.
• [3] Gierusz B., Complaints regarding deliveries [in Polish: Reklamacje z tytułu dostaw], Gdańsk, ODDK, 1998.
• [4] Forbes L., Kelley S., Hoffman D., Typologies of e-commerce retail failures and recovery strategies, Journal of Services Marketing, 19, 5, 280–292, 2005.
• [5] Breazeale M., Word of mouse, International Journal of Market Research, 51, 3, 297–318, 2009.
• [6] Szczepańska K. Complaints service [in Polish: Obsługa reklamacji], Problemy Jakości, 39, 32–36, 2007.
• [7] Adamus K., Górska M., Improvement of complaint management system in the metal industry company [in Polish: Doskonalenie systemu zarządzania reklamacjami w przedsiębiorstwie branży metalowej], Logistyka, p. 6, 2013.
• [8] Juszczak B., Białecka B., Complain process as supporting tool for production process [in Polish: Proces reklamacji jako narzędzie wspomagające proces produkcji], Zeszyty Naukowe. Organizacja i Zarządzanie/Politechnika Śląska, 63a, 33–49, 2012.
• [9] Piątek J., Complaint management in a manufacturing company of the construction industry, MSc dissertation thesis, Promoter: M. Cieśla, 90 p., 2016.
• [10] Olszewska B., Szewczyk P., Effective and efficient management of reclamations based on a chosen enterprise [in Polish: Skuteczne i efektywne zarządzanie reklamacjami na przykładzie wybranego przedsiębiorstwa], Zeszyty Naukowe. Organizacja i Zarządzanie/Politechnika Śląska, 63a, 275–289, 2012.
• [11] Naganathan V.A., Comparative analysis on Sony’s approach to problem solving and decision-making, International Journal of Management and Business Research, 3, 1, 69–88, 2013.
• [12] Saad N.M., Al-Ashaab A., Shehab E., Maksimovic M., A3 thinking approach to support problem solving in lean product and process development, Concurrent Engineering Approaches for Sustainable Product Development in a Multi-Disciplinary Environment. Springer, London, pp. 871–882, 2013.
• [13] Kaplík P., Prístavka M., Bujna M., Viderňan J., Use of 8D method to solve problems, Advanced Materials Research, Trans Tech Publications, 801, 95–101, 2013.
• [14] Zarghami A., Benbow D., Introduction to 8D Problem Solving, The Journal for Quality and Participation, 40, 3, 23–28, 2017.
• [15] Shrouti C., Franciosa P., Ceglarek D., Root cause analysis of product service failure using computer experimentation technique, Procedia CIRP, 11, 44– 49, 2013.
• [16] Behrens B.A., Wilde I., Hoffmann M., Complaint management using the extended 8D-method along the automotive supply chain, Production Engineering, 1, 1, 91–95, 2007.
• [17] Grecu I., Belu N., Misztal A., Increasing customer satisfaction through the application of the 8D methodology, [in:] International Conference on Management and Industrial Engineering. Niculescu Publishing House, p. 488, 2015.
• [18] Chlpeková A., Večeřa P., Šurinov, Y., Enhancing the effectiveness of problem-solving processes through employee motivation and involvement, International Journal of Engineering Business Management, 6, 6–31, 2014.
• [19] Broday E.E., Andrade Jr. P.P., Application of a quality management tool (8D) for solving industrial problems, Independent Journal of Management & Production, 4, 2, 377–390, 2013.