Designing Combinational Pattern of FECCM to Analyze and Improve Customers’ Complaints1

Publish Year: 1392
نوع سند: مقاله کنفرانسی
زبان: English
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شناسه ملی سند علمی:

NIESC02_257

تاریخ نمایه سازی: 27 اردیبهشت 1393

Abstract:

Today, the intense competition in any industries has lead organizations to try to win in this arena. Competition has changed customer-related sight of organizations, because a customer is one who fosters or kills a business. Therefore, today’s customer is known as a survival factor for all organizations. In this article, the aim of ECCM and FMEA combination is to present a design that with regard to the value of customer’s compliant can successfully use powerful ECCM in most service complaints. By using this pattern, we can formulate a continuous plan in order to prevent accidents that occur due to product defects, deliver a sound product to customer and not tag any problem for the customer and the provider. Hence, these findings can enrich exiting knowledge through calling attention to the compliant management in business networks and relationships

Keywords:

Failure Mode and Effects Analysis (FMEA) , Electronic Customer Compliant Management (ECCM) , Quality Function Deployment (QFD) , Total Quality Management (TQM)

Authors

Zahra Khodadadi

Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Isfahan, Iran

Arash Shahin

Department of Management, University of Isfahan, Isfahan, Iran

Hadi Shirouyehzad

Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Isfahan, Iran

Sayed Adel SHafiof

Industrial Adviser of Gas Company , Isfahan , Iran

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