CC-Rail got an order to moderate a “customer complaint management workshop” from Schunk’s Business Unit 9. Schunk utilized its first Global Quality Meetings in Wettenberg (Germany), where managers from Denmark, Portugal, Sweden, Brazil, Spain, USA, China, Germany and Austria took part in developing this topic.
The event was an important milestone to close an IRIS-gap (IRIS § 22.214.171.124). As results, we developed a customer specific complaint- and repair process flowchart (in Visio), including inputs, outputs, responsibilities, KPIs and supporting templates, e.g. 8D report. Before the start of the workshop all participants received a training of relevant IRIS-requirements as well as the respective methods for problem solving (5 WHY, Ishikawa, 8D-report), with training certificate.
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