Analysis of the Resolution of Customer's Complaints in the Selected Organization
Keywords:
quality, complaint, cause, action, organization, employees, results, productAbstract
Research Question (RQ): Is it successful or not to solve customer complaints and implement measures related to the problem in question?
Purpose: With the processing and reviews of literature, and with the research, we wanted to come to the conclusion that in this company, the complaints are resolved promptly and every problem is devoted to the maximum and with successful measures.
Method: In order to obtain the results of the survey, a quantitative method was used - a questionnaire with 15 questions, which was sent to 17 persons in the quality department of the selected company.
Results: With the results of the research, we came to the conclusion that employees give the complaints a great deal of importance to the complaints and to solve them, and to search for measures to avoid future or future problems.
Organization: The client expects the organization to produce good products, therefore, the issue of complaints is not bad, but it can help the organization improve or eliminate the problems.
Society: The employees in the quality department pay great attention to complaints, because in the event of a repeated complaint they find that the implemented measures were not sufficient and this can affect the performance in the 360° evaluation, as well as the performance of the business of the company itself.
Limitations/Future Research: The research was carried out in a company with five business units. The survey questionnaire was submitted only to one business unit with 15 persons in the quality department. Further research would be interesting to perform on the remaining business units, and then the results obtained will be analysed and interpreted.
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