Recommendations for Improving the Complaint Management Process of a Biotech Case Company
Teye, Marian (2020)
Teye, Marian
2020
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202005149140
https://urn.fi/URN:NBN:fi:amk-202005149140
Tiivistelmä
A well-defined complaint management process sits at the core of customer relationship management and should be recognized as fundamental to a customer-oriented corporate strategy. Complaint management has two goals - to ensure customer satisfaction, and to provide feedback information that can drive product quality improvements as well as information for new product development. However, many organizations have challenges in attaining a complaint management process that achieves both of these important goals. The biotech case company would like to improve the customer complaint management process so that it is more efficient, while delivering the highest level of customer support. The objective of this study is to investigate the complaint management system and provide recommendations on how to improve the complaint management process of the case company.
The research study was conducted using applied design research methodology. Data was collected in a triangulated process from interviews, workshops and internal company documents. The research was conducted in four stages. First, the current state analysis of the complaint management process was performed and the weaknesses in the current process were determined. Next, a conceptual framework was develop using best practices from literature to address the identified weaknesses. Subsequently, the initial recommendations for improvement of the complaint management process was co-created with stakeholders.
The study produced an optimized framework outlining the entire business process-es for a robust customer complaint management system at the case company. The recommendations for improving the complaint management process propose that customer-focused continual process improvement should be carried out in order to correct the gaps in the current processes. Additionally, the outcome proposes the integration of a knowledge management infrastructure into the complaint management process. The recommendations for improvement of the complaint management process was validated and approved by the management of the case company.
The outcome of this study is generally applicable to the case company, as well as to other organizations that wish to maximize the benefits from their complaint management process. Customer-oriented continuous process improvement should be implemented together with knowledge management in order to maximize the re-wards of complaint management.
The research study was conducted using applied design research methodology. Data was collected in a triangulated process from interviews, workshops and internal company documents. The research was conducted in four stages. First, the current state analysis of the complaint management process was performed and the weaknesses in the current process were determined. Next, a conceptual framework was develop using best practices from literature to address the identified weaknesses. Subsequently, the initial recommendations for improvement of the complaint management process was co-created with stakeholders.
The study produced an optimized framework outlining the entire business process-es for a robust customer complaint management system at the case company. The recommendations for improving the complaint management process propose that customer-focused continual process improvement should be carried out in order to correct the gaps in the current processes. Additionally, the outcome proposes the integration of a knowledge management infrastructure into the complaint management process. The recommendations for improvement of the complaint management process was validated and approved by the management of the case company.
The outcome of this study is generally applicable to the case company, as well as to other organizations that wish to maximize the benefits from their complaint management process. Customer-oriented continuous process improvement should be implemented together with knowledge management in order to maximize the re-wards of complaint management.