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Corrective Action, Quality Assurance, Complaints Management and Supplier Quality Management Software

Sample Case Study

  Company B Case Study

Company B is a major US household product manufacturer, which has

  • A Call Center in the US
  • 10 distribution centers around the world
  • 8 manufacturing facilities in China
  • Over 150 OEM suppliers around the world

Prior to employing QIT Customer Complaint Management system, the company used a database based on Lotus Note to management customer complaints. The QA engineers spent 60% of their time on tracking CARs with local factories and OEM suppliers and prepared reports for senior management.

Ironically, similar problems happened again and again despite the local factories and supplier have reported the root causes have been resolved. 

After implementing the web-based QIT Customer Complaint Management System:

  • Customers/consumers in the US and UK are able to submit their concerns and complaints through internet

  • Customer service representatives at the call center in the US are able to log in customer complaints from 800 service calls, emails and faxes

  • Sales representatives around the world are able to enter customer complaints and any concerns about the products

  • QA Managers in the US HQ and China divisions are able to review and analysis customers complaints and define failure mode and customer usage pattern

  • QA managers and engineers then are able to issue CARs right after the product audits or whenever any issue was found

  • Local plants and OEM suppliers can retrieve CAR info and send corrective action right into a centralized database without emails back and forth

  • Cost saving of 2 million/year* by effectively communicate the issues and warranty cost to OEM suppliers.

  • Shortened problem solving cycle-time by 50%

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