Technical complaint management from a quality perspective

Linder, Alexander; Schmitt, Sebastian; Schmitt, Robert

doi:10.1080/14783363.2014.906111

Cited by 16 publications

(7 citation statements)

References 20 publications

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“…In our sample, these customers represent a minority of 17% of the non-complaining customers. From a quality management perspective, non-complaining customers who experience a severe product defect fail to provide valuable feedback to the manufacturer, which prevents the company from understanding and correcting the cause of these severe product defects (Linder et al. , 2014; Schmitt and Pfeifer, 2015; Schmitt and Linder, 2013).…”

Section: Discussionmentioning

confidence: 99%

“…The topic of non-complaining to product defects has been largely neglected in operations management (Schmitt and Linder, 2013;Linder et al, 2014) and warrants more attention. From an operations management perspective, every unvoiced complaint represents a lost opportunity to correct a product defect and retain a customer.…”

Section: Limitations and Directions For Future Researchmentioning

confidence: 99%

“…The topic of non-complaining to product defects has been largely neglected in operations management (Schmitt and Linder, 2013; Linder et al. , 2014) and warrants more attention.…”

Section: Limitations and Directions For Future Researchmentioning

confidence: 99%

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Experiencing defects: the moderating role of severity and warranty coverage on quality perceptions

Catenazzo¹,

Paulssen

2023

IJQRM

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PurposeThis study investigates two moderators of the effects of manufacturers' recovery efforts following a product defect on customers' perceptions of product quality: the severity of the product defect and whether the recovery efforts were covered under warranty or not.Design/methodology/approachA total of 478 USA customers who purchased a new car from a cooperating manufacturer participated in a survey. Customers reported the most important product defect (if any) the customers had experienced with the customers' vehicle during the past year. Three linear regressions (OLS) were used to test the proposed hypotheses.FindingsDefect severity moderates the effects of recovery efforts on quality perceptions. The well-known recovery effect occurs only for product defects of minor severity. Experiencing a severe product defect damages the customers' perceptions of product quality even if the product defect is completely fixed. Double deviations (failed recovery of a product defect) do not damage quality perceptions for defects of minor severity. Finally, warranty coverage of repairs can attenuate the adverse effects of a failed recovery of severe defects on customers' quality perceptions. Additionally, only non-complainers who have experienced a severe product defect correspond to the prevailing conceptualization of an at-risk customer group.Originality/valueDespite the pervasiveness of product defects, research on the effects of experiencing product defects on customers' product quality perceptions is scarce. Furthermore, the authors' findings reconcile inconsistent results and provide a more nuanced understanding of the well-known recovery and double-deviation effects. Finally, the role of warranty coverage in the recovery process as a buffer for customers' perceptions of product quality is novel.

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Section: Discussionmentioning

confidence: 99%

Section: Limitations and Directions For Future Researchmentioning

confidence: 99%

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Experiencing defects: the moderating role of severity and warranty coverage on quality perceptions

Catenazzo¹,

Paulssen

2023

IJQRM

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“…According to Choe et al (2013), a complaint can be classified as transaction-related, product-related, customer service-or support-related and customer outreach and marketing-related. Linder et al (2014) stated that product-related complaints can be used for improving product and process quality of the company. Complaints from customers sent by email are usually stored in text.…”

Section: Introductionmentioning

confidence: 99%

Complaint management model of manufacturing products using text mining and potential failure identification

Astanti

Sutanto

2021

TQM

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PurposeThis paper aims to propose a framework on complaint management system for quality management by applying the text mining method and potential failure identification that can support organization learning (OL). Customer complaints in the form of email text is the input of the framework, while the most frequent complaints are visualized using a Pareto diagram. The company can learn from this Pareto diagram and take action to improve their process.Design/methodology/approachThe first main part of the framework is creating a defect database from potential failure identification, which is the initial part of the failure mode and effect analysis technique. The second main part is the text mining of customer email complaints. The last part of the framework is matching the result of text mining with the defect database and presenting in the form of a Pareto diagram. After the framework is proposed, a case study is conducted to illustrate the applicability of the proposed method.FindingsBy using the defect database, the framework can interpret the customer email complaints into the list of most defect complained by customer using a Pareto diagram. The results of the Pareto diagram, based on the results of text mining of consumer complaints via email, can be used by a company to learn from complaint and to analyze the potential failure mode. This analysis helps company to take anticipatory action for avoiding potential failure mode happening in the future.Originality/valueThe framework on complaint management system for quality management by applying the text mining method and potential failure identification is proposed for the first time in this paper.

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“…So that, TCM is a driver of organizational learning and improvement of product quality. [2] Technical complaint management comprehends all technical related efforts in order to solve the criticized nonconformity underlying a complaint. Accordingly, technical complaint management aims on fast identification of failures, immediate clarification of root causes and long-term prevention of reoccurrence [3].…”

Section: Introductionmentioning

confidence: 99%

Data-oriented Technical Complaint Management for Sustainable Problem Solution

Linder

Schmitt

2015

Procedia CIRP

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Research on technical complaint management has shown that it can be a driver of product quality improvements. Systematic handling and analysis of customer complaints, throughout the whole product lifecycle, has a significant positive impact on future products' quality. Nevertheless, the results of an empirical study within the machine tool industry provide evidence, that long-term effects for future product generations are rarely achieved. Based on this study, the paper examines reasons for this lack of sustainability in quality improvements. An approach to data-oriented technical complaint management is presented, which focuses on the transformation of complaint information to failure knowledge and its use for long-term quality improvements.

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Technical complaint management from a quality perspective

Cited by 16 publications

References 20 publications

Experiencing defects: the moderating role of severity and warranty coverage on quality perceptions

Experiencing defects: the moderating role of severity and warranty coverage on quality perceptions

Complaint management model of manufacturing products using text mining and potential failure identification

Data-oriented Technical Complaint Management for Sustainable Problem Solution

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