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Understanding complaint management
Overview:
Effective complaint management should be at the heart of any good quality management system. During this webinar our speaker, Melanie Ross, discusses the importance of receiving and processing complaints not only for customer satisfaction, but as an opportunity for organizational improvement. Watch now and get key insight into best practice for managing complaints.
Receiving and acting on complaints should not be seen as a box ticking exercise, but rather an opportunity to learn and improve. That’s why Melanie will take you through best practices for complaint management and why it is so important to gather feedback at every available opportunity to ensure nothing serious can slip between the cracks.
Takeaways:
- Learn the importance of complaint management to numerous accreditation standards
- Understand the importance of complaint management for continuous improvement
- Learn how best to gather feedback
- Understand where and how complaints fit in to a CAPA process
- Learn how to use quality management software for complaint management
Melanie Ross has over 20 years of experience in quality assurance, quality control, and quality management. She has worked in several different industries, including chemical, biological, oil and gas, and aerospace. Her main role in each of these industries was the development of management systems, including internal audit programs, vendor qualification procedures, and implementation of lean six sigma. Currently, Melanie is a Technical Products Developer for ANAB designing and delivering training courses and supporting client outreach through business development activities. Her role serves as a technical resource to customers, assessors, and other interested parties.
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