What’s the starting point of a product recall: bad press, a regulatory body such as the FDA, an end customer, or a distributor? Maybe you’re performing a product recall simulation to test your procedures? Normally it starts in the form of a complaint. How do you track these today: an offline database, Post-it notes, or Microsoft Excel? Are complaints part of your core ERP system?
With the CompuTec ProcessForce complaint management solution, complaints are managed as part of your core business processes and provide a wealth of data that can be captured in a structured manner, analyzed, and acted upon, creating the foundation for generating internal actions and audits and implementing process improvement programs to increase levels of customer and vendor service.
Why “wealth”? Feedback from customers is the greatest source of information to determine how well an organization is performing, its level of service, and the quality of its products, creating the potential for offering new services and products, thus increasing revenues and customer lifetime value.
For example, a customer has an issue with a product: the Complaint is logged, the user performs a batch trace, and an action plan is created. The customer returns a product sample to be reviewed; the sample is tracked and, on receipt, analyzed. The analysis results in a quality control test, the test fails, and the company decides to start a batch recall procedure.
