Winning Management Guidelines - Company Exceptional Situation and Customer Complaint Management

Author: Zhang Guifang Su Dehua
Publisher:
Publish Date: 2004-06-01
Features: On the surface, what determines a company's competitiveness are product R&D and equipment investments requiring substantial investment. In reality, however, the "knowledge, effort, and empathy" accumulated on-site are more important—they are the decisive factors that determine a company's strength. This requires all employees to have strong willpower and to "be highly motivated, discovering and solving seemingly minor problems themselves." This book primarily elaborates on two aspects: exception management and complaint management. Regarding exception management, the book discusses early detection of exceptions within factories, appropriate handling methods, and preventive measures. For complaint management, it covers the objectives, effects, implementation strategies, and loss costs caused by complaints. Moreover, with the international trend of improving product quality strategies, the book also explains the exception and complaint management required by the ISO 9000 series.