August 29, 2013
Adjust Your Manufacturing Approach, Reduce Customer Complaints
Once upon a time, a customer complaint surrounding a product—such as an uncomfortable or poorly made pair of shoes—probably would not make it out of a close circle of friends or colleagues. But now, there is a new player in the customer service game that has turned the tables on production quality requirements—social media.
Now, customers do much more damage to a company when they have a complaint about a product. They will post about it on Facebook. They will tweet it. And by doing so, they will take the reputation of your company and hurtle it into cyberspace—where it will continue to live on and damage the name of your brand long after they have moved on. And as is explained in a new InfinityQS white paper, 69 percent of U.S. adult online users are now connected to at least one social media platform, meaning the chance of a customer complaint going viral has skyrocketed.
So, how do companies solve this pressing issue? The key is to focus on manufacturing intelligence. This might mean that a company adjusts its manufacturing policy. Such was the case of functional printing manufacturer GSI Technologies. By switching from a home-grown statistical process control software solution to InfinityQS ProFicient, GSI was able to reduce customer complaints from 2.5 percent to 0.5. If managed properly, customer complaints could actually be used to rectify the problem. But if ignored, the issue will escalate. And this could lead to product recalls, as well as lawsuits.
As cited in the white paper, a large snack food producer in the U.S. also recently displayed the power of total quality management. As consumer complaints around product consistency were piling up, the company needed a solution to address and alleviate the problem. By implementing workflow management, data collection and integration, real-time monitoring and analysis, advanced reporting and a statistical process control quality hub, the snack producer reduced variability and saved over $1 million. Additionally, customer complaints were lowered by 30 percent in the first year.
While change to a system can be intimidating for a company, it is often much worse to continue with a system that does not get the job done in hopes of the problem solving itself. To read the white paper, and to see a list of fast facts surrounding an enterprise quality hub, please click here.