Client Complaint Resolution for Manufacturing
Receives, investigates, and resolves customer complaints through a structured escalation and resolution process.
Designed to support ISO 9001 quality management, workplace health and safety regulations, and environmental compliance reporting under Australian standards.
Workflow Stages
Non-conformance Intake
Receive and document the non-conformance, acknowledge it to the customer, and assign an owner.
Inputs
- Customer non-conformance submission
- Customer account information
- Non-conformance classification guide
Outputs
- Logged non-conformance record
- Acknowledgment sent to customer
- Non-conformance owner assigned
Investigation
Research the non-conformance by reviewing relevant records, speaking with involved parties, and identifying root causes.
Inputs
- Non-conformance record
- Service shipment logs
- Team member statements
Outputs
- Investigation findings
- Root cause analysis
- Recommended resolution options
Decision Points
- • Is the non-conformance valid?
- • Is this a systemic issue or isolated incident?
Resolution Proposal
Develop and present a resolution proposal to the customer, including corrective actions and any compensation offered.
Inputs
- Investigation findings
- Resolution authority limits
- Customer relationship context
Outputs
- Resolution proposal document
- Compensation offer if applicable
- Customer communication prepared
Decision Points
- • Does the resolution require management approval?
- • Is compensation warranted?
Resolution Implementation
Execute the agreed resolution including any service corrections, process changes, or compensation.
Inputs
- Approved resolution plan
- Resource allocation
- Implementation timeline
Outputs
- Resolution actions completed
- Compensation delivered
- Process corrections applied
Follow-Up and Closure
Confirm the customer is satisfied with the resolution and close the non-conformance record.
Inputs
- Resolution completion confirmation
- Customer contact details
- Satisfaction survey
Outputs
- Customer satisfaction confirmed
- Non-conformance record closed
- Improvement recommendation logged
Frequently Asked Questions
Are complaints tracked for trend analysis?
Yes, all complaints are categorized and analyzed monthly to identify systemic issues and drive process improvements.
What if the customer is not satisfied with the proposed resolution?
The non-conformance is escalated to a senior manager who will work directly with the customer to find an acceptable alternative resolution.
How quickly will the customer receive an acknowledgment?
Complaints are acknowledged within 4 business hours of receipt, with an assigned owner and expected resolution timeline communicated to the customer.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.