Complaints and Quality Management - DVD

Produced - 1994

Free Online Preview

This witty program makes it painfully obvious that there is only one thing worse than a problem which leads to a dissatisfied customer and that's a problem that crops up again and again because no-one has attempted to solve the underlying issue.

But not in the way the manager of a retail operation responds - by conducting a witch-hunt. She comes to realize that it is better to research the problem without apportioning blame to individuals. She also learns that it's important to let the people involved find a solution and this often means getting different departments to talk to each other.

The benefits

• Managers will learn how every complaint can be used to improve the quality process
• Shows the importance of allowing staff to solve the problems and propose solutions that should be monitored against agreed targets
• Better quality products and processes lead to fewer complaints, improved morale and more satisfied customers.

Program includes: DVD (28 mins), Briefcase Booklet and Discussion Guide.