One of the plant key indicators is the complaints number from the customer. Additionally, some of them use an indicator referring to ppm. What mistakes shouldn’t be made during complaints management? This aspect is explained in the article.
Customer complaints are a very important element of cooperation between supplier and client. If they will appear, they may be escalated in accordance with IATF section 9.1.2.1. The same scenario occurs when, after implementing corrective actions (PCA), the client continues to signal the problem. We’re then dealing with a reoccurrence. This means that we have not performed a proper root cause analysis.
Customer complaints and the right vocabulary
Customer complaints sometimes have a lot to do with policy. Why? Because here and there it’s often necessary to maintain an appropriate diplomatic attitude. An example of using the correct vocabulary is a scenario which states that the supplier is not responsible for the complaint.
In such a situation, the phrase “complained part has been damaged by the customer” should not be used. We might as well start shooting ourselves in the knees. So what should the vocabulary look like? The best solution is the statement “part damaged outside the production plant (of course the supplier plant)”.
Thanks to this, we don’t cause consternation of the customer. After answering like that, he will most surely understand that the problem could have been caused by:
– the logistics service provider that is most often managed by him
– wrong type of packaging
– improper storage of products in the client incoming material warehouse
– improper part handling to the production line from warehouse
– incorrect assembly (for example incorrect sequence of screwing the component)
Additionally, if we want to be proactive, we can offer the client a joint line walk along the production line in order to analyze the flow of components from warehouse to production. This approach is great for long-term relationships building and can be used later in negotiations of:
– reduction of the number of complaints for the same defect type. Of course, only after implementing corrective actions (PCA) and waiting some time to calm down the situation
– reducing the number of claimed parts. This element is important if the organization for which you currently work has also PPMs defined in its indicators.
Involve a customer representative
An additional argument that may help in accepting the Dispute Request for rejected claim is the involvement of the customer’s representative. It’s best used for reports that state that the manufacturing site is not responsible for the problem.
By engaging a customer representative (SQE, STE or other), we jointly conduct an in-house analysis. As a result, the person who issued such a complaint from the customer’s plant is more likely to withdraw the indicator, seeing that the customer’s representative also participated in the analysis.
Analyze the customer’s complaint procedures
Some customers (eg Stellantis-FCA) have a specific response time defined in the system in the complaint procedure. For example, for a request to reject the claim, such time is 10 business days (section H19 from procedure 08018). For this reason, it is worth remembering. If the analysis is prolonged, it’s worth asking the client for additional time dedicated to the analysis.
Never argue with a client
This is a very simple rule. Even if you know that you are right and the client thinks otherwise, never argue with him. This is the easiest way to move from content to emotional level.
If you can see that the conversation is not going in the right direction (and you know you are right), you can suggest:
– transferring the appointment to another date or a later time. Thanks to this, we can additionally calibrate ourselves with engineering, central quality or another department that will collect more constructive arguments in the discussion
– conducting a joint analysis with the client’s representative, in case of disputed conclusions regarding the result of the analysis
I hope that this article will help You know what mistakes not to make in customer complaints and how to prepare proper communication.
Dariusz Kowalczyk
