Customer Quality

Visionary organizations are realizing that handling and resolving product quality issues reported by customers in a consistent and predictable manner is key to customer loyalty and repeat business. A systematic approach towards customer complaint management also generates ideas for product enhancements and new products ensuring ongoing success. Moreover, companies regulated by the FDA or those adopting standards such as ISO 9000 comply with well-defined guidelines on recording complaints, responding to them, and resolving them.

Some of the best practices employed by leading global manufacturers using MetricStream Customer Complaints Management solutions include:

Detailed Issue Recording: MetricStream enables recording and defining quality problems reported by customers in measurable and specific terms to ensure accurate verification and effective investigation. MetricStream also supports capturing details such as product identification markings and event environment for comprehensive investigation and reporting.

Related Products Document Management   Issue Management CAPA / Remediation Audit Management Training Management   Regulatory Reporting Change Management     more ...

Streamlined Corrective Actions: MetricStream allows engaging teams to collaborate on development and implementation of corrective action plans. MetricStream enables triggering CAPAs, performing root cause analysis, assigning follow up actions while effectively tracking and routing cases from initiation to closure.

Real-time Issue Tracking: MetricStream allows tracking customer issue and complaints management process in real-time. It provides complete visibility into the customer issues and complaints lifecycle with comprehensive aggregate reporting as well as individual case status tracking. Graphical executive dashboards and flexible reports with drill-down capability provide statistics and data by a variety of parameters such as by status, category, priority and action type.

Product Changes: MetricStream enables automating review and approval workflows for product changes with standardized processes for initiating and communicating product changes. It allows systematic decision-making and timely communication to all affected customers as well as internal groups.

Industry Standard Reporting: MetricStream supports automated creation of reports for investigation and resolution in industry standard formats to eliminate the manual effort and long cycle-times in consolidating data and information for external reporting. It supports generating investigation and corrective action reports in flexible industry standard or customer mandated formats and files types to streamline reporting to customers or regulatory agencies. Examples of such reports include 8-D report for issue resolution process and adverse event reports for compliance with FDA's reporting regulations.