ANALYSIS OF COMPLAINT PROBLEM SOLVING PROCESS TO SUPPORT SMART DEVELOPMENT IN AN AUTOMOTIVE COMPANY

Abstract

Complaints management process is very important from the point of view of each company, particularly production companies. Claims both internal and external generate costs, which the companies must face. To identify properly the source of the problems formation all sorts of methods and tools of quality management can be used. This will indicate in an unambiguous manner the cause of the problem and help to take corrective and preventive actions in effective way.

Keywords

• problem solving
• complaint management